Bothell, WA (Corporate)

Manager, Product Education

North America

Reports to: Director, Product Management

Position summary

This role is both a manager and individual contributor role.  This person will supervise a customer experience team of technical writing, instructional design and product localization.  Responsible for the strategy, design and implementation of new and existing customer and partner global enablement. This role requires strong knowledge of e-learning instructional design focused on Adult Learning, enterprise software and proven program management experience to develop, launch and drive all aspects of Winshuttle’s client learning strategy.  Responsible for developing a global strategy for content management and computer-based training, development of the training knowledge center materials/white papers and assist with product documentation.  This role will also be responsible for developing and leading the global knowledge project timelines and communications pertaining to knowledge management implementations throughout the company.

This role requires a creative, tech savvy, experience professional that can work across multiple instructional delivery modalities. They will lead the creation and continuously improve learning experiences for Winshuttle’s clients, Professional Services department and service partners by using an array of creative approaches that engage learners and drive product knowledge and use. This role will be responsible for developing high-quality training content in the following formats: eLearning, videos, instructor-led content, virtual classroom design, tool kits, study guides, and performance support aids. The role requires an individual who can innovate, move quickly, and not be constrained by how things have been done before.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Use appropriate tools and delivery methods to produce blended learning materials promoting learning through self-study, practice, performance support, socialization, and knowledge-sharing.
  • Continually evaluate learning solutions for quality, business impact, and scalability.
  • Leverage technology to improve learner access and provide on demand learning.
  • Pursue a deep understanding of learner roles to ensure that learning solutions meet the needs of stakeholders and end users.
  • Maintain knowledge of new learning approaches, technology and tools through continuous research to ensure our solutions deliver innovation.
  • Participate in a community of learning professionals to share best practices and identify emerging learning needs.
  • Design, build, and/or using online learning tools and platforms
  • Curate learning content currently available across Winshuttle globally to provide customized learning recommendations
  • Develop assessments that measure learner outcomes including productivity and understanding.
  • Continuously assess the learning ROI and align strategy and resources where most optimal.
  • Lead and deliver customer experience launch – define project plans, assemble resources, manage implementation activities, and develop all processes associated with program rollout and ongoing support.
  • Develop and scope functional requirements for product training launch milestones.
  • Develop and manage product training launch processes and methodology.
  • Effectively manage a team of 4-6 customer experience team members across a product portfolio.
  • Create and document new internal processes and content storage to build operational scalability and reliability.
  • Develops staff through performance management, goal setting, training, and effective employee relations.
  • Conducts and ensures the completion of performance reviews.
  • Excellent writing and editing skills.
  • Ability to travel, up to 10% of the time.

Desired behaviors

  • Facilitates change – encourages continuous improvement of work practices and processes
  • Drives execution – engages and enthuse team by cascading departmental goals into individual goals. Sets high performance standards, sets clear expectations, solves problems, provides task clarity and sets boundaries.
  • Manages the team – holds team accountable, utilizes straight talk and takes corrective actions to ensure compliance and fair treatment, provides rewards and recognition.
  • Keeps the team focused and motivated – facilitate timely decision making, knows when to escalate, provides timely feedback and regular communication.
  • Technically proficient – knows own role and has a solid familiarity with team member’s roles and tasks.
  • Uses the full capabilities of the team – understands team member’s development needs and aspirations, takes these into consideration when assigning task and responsibilities. Develops and coaches so team can reach full potential.
  • Over communicates – hosts team communication (1:1`s and team meetings), cascades important and need to know information.
  • Involves employees in decision making – encourages them to communicate their ideas and proposed solutions.
  • Manages collaboratively – Foster teamwork, empowers and trusts employees to deliver, delegates appropriately.
  • Displays ethical character and competence – gains trust by acting with integrity and intent.
  • Is a role model – displays high levels of commitment and energy, role models our PACT (People, Action, Continuous Learning, Trust) values, sets high standards of behavior.
  • Influence others positively, act as a good citizen of Winshuttle.

Knowledge

  • 2+ years supervisory experience
  • 5+ years in training and/or learning & development.
  • Bachelor’s degree in education, OD and/or equivalent experience.
  • Advanced in Microsoft Office applications; Word, PowerPoint and Excel.
  • Detailed working knowledge of SAP ERP (ECC, S/4HANA, AFS and Retail systems and their modules, Master Data, FICO, SD, HR, PM, etc).
  • Learning Management System administration experience including eLearning publishing and learning assessments.
  • Proficiency with uPerform, Camtasia, Articulate, Captivate, Visio, HTML, Photoshop is a plus.

Experience

  • 5+ years’ experience in instructional design and developing learning content, ADDIE or AGILE development model experience a plus.
  • Proven ability to understand the impact of technology on business challenges, processes, and efficiency.
  • Demonstrated ability to explain benefits of a technical product / solution to a client in relation to the client’s business needs.
  • Translate technical information into easy to understand language for customers.
  • Translate customer training needs into training delivery and create working solutions.
  • Compose clear and concise technical written communication.
  • Develops the skill level and business acumen of team members
  • Demonstrated success in designing e-learning curriculum and strategy
  • Versed in the theories of adult learning and how to incorporate into product learning.
  • History of sparking improvements in learning strategy and content through collaboration and prototyping.
  • Experience in a major corporate training environment working on instructional design assignments across multiple teams or groups focused on customer education
  • Industry certifications in instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate
  • Ability to work across technical levels internally and externally
  • Proven ability to effectively communicate with customers, partners and other technical staff.
  • Demonstrated working knowledge of eLearning development tools
  • Bachelor’s degree or graduate degree in Instructional Design, Adult Learning, or a related field preferred
  • Analytically focused; ability to use evaluations and measurements to improve results
  • Ability to interact with all levels of the organization and external clients
  • Knowledge and understanding of product management and product launch processes from an enterprise software company perspective.
  • Demonstrated ability to solve diverse operational and business problems, negotiate, and effectively articulate rationale and vision behind knowledge decisions.
  • Experience with large scale program management and Enterprise Software such as SAP S/4HANA and Microsoft Excel is also a plus.

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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