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Manager, Product Trainer
Elsevier
St. Louis, MO, United States
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The purpose of the Manager, Product Trainer is to provide outstanding leadership to direct the design, development, implementation, and facilitation of technical product-based training curriculum for our customer base, including internal customers. The scope of this role includes managing onsite and remote training, facilitating and management of customer self-help portal, managing daily tasks and projects centered on technical product training creation. The selected individual should have experience motivating, and developing a team to deliver advanced technical information by interfacing and collaborating with product and support teams through proactive leadership, organizational, and communication skills. This position requires 20-40% overnight travel (as needed).
Your responsibilities
Customer Training:
• Provide product training to faculty, authors, and internal employees
• Develop training materials to support customers using digital products including online, remote via webinar and onsite training experiences
• Develop processes to anticipate future Customer e-product support and training needs and plan accordingly
• Own customer satisfaction issues and delivery of the customer satisfaction rating for the team
• Demonstrate ability to translate customer needs into business and product requirements
• Identify and put forward suggestions to improve e-product use and customer training experience
• Develop Process to measure trainer and training material effectiveness
People Management:
• Lead by example, building a “winning team” culture, championing a positive outlook across the department
• Evaluate resource requirements and identify longer term needs of the group to support business needs
• Develop individual goals and objectives for direct reports
• Handle moderately complex projects
• Manage others through rapid and constant change while collaborating with other teams to ensure strong service experience for our customers
Results Orientation:
• Demonstrate a clear understanding of all the factors affecting improvement of results within the organization
• Analyze all options and initiate actions to optimize resources for the achievement of improved results
Customer Experience Leadership:
• Resolve and direct technical and customer satisfaction issues to ensure a quality environment based on customer satisfaction
• Develop plans and objectives and participate in cross-functional projects to improve operational performance for the organization
• Ensure that our customer support team is laser focused on hitting and exceeding important metrics and continually building training material and customer self-help based on customer needs
Process & Quality Improvement:
• Regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes
• Use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution
• Proactively liaise with key product managers and stakeholders to develop processes and procedures to improve product support and training and to meet changing business needs
• Act independently with broad latitude for decision-making
◦ Drive operational improvement
◦ Increase efficiencies and service improvements with automation
What we offer
We welcome you to a truly global, dynamic and challenging environment with great opportunities to develop yourself. Elsevier’s benefits are very competitive and the summary below will give you an idea of the kind of things you can expect when joining Elsevier.
• A competitive base salary
• Full benefits package, including;
◦ Insurance: Health, Dental, Life, Accident, Pet, etc.
◦ Retirement: 401(K) plan, including a company match and Employee Stock Purchase
◦ Disability: Long-term, short-term
◦ Work / Life balance: Volunteer programs, Tuition and Adoption Assistance
◦ Paid Vacation, Personal and Sick days as well as paid holidays
◦ For additional information, please inquire
What you should bring
Bachelor's Degree (i.e. Business, Instructional Design, IT, or Communications or a related area that emphasizes critical thinking, good writing and communications skills)
3-5 years of experience leading Trainers or Instructors for external and internal customer training
Detail-oriented and highly skilled at collaborative management, team building, and developing strong organizational relationships
Excellent analytical, verbal, written, and presentation skills with the ability to present to senior management a must
Familiarity with various computer systems and applications including web browsers, file formats, network and security/firewall issues technologies
Must be a leader and motivator with a clear understanding of market requirements and the customer service industry
Strong client facing presence and experience is preferred
Experience in creating online/digital training materials is preferred
Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.
Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, more than 35,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.
Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.