Training Manager

The Training Manager Manager, Learning & Development is responsible for the new-hire training experience, continuous learning, and supervisory skills training. The incumbent will also lead a small team through cross-functional projects responsible for the design, implementation, and evaluation of instructor led, web-based and emergent-platform training, development and certification programs that facilitate the Asurion’s employee proficiency. The position also applies adult learning theory and other instruction design principles to accomplish training.

DUTIES & RESPONSIBILITIES:

• Potentially lead a virtual team of technically savvy learning and development specialists spanning multiple US geographies who implement the new agent onboarding training and continuous education experiences
• Partner with IDT team to ensure the vision, the look and feel of Asurion in material designed
• Develop and manage new associate certification framework and curriculum to deepen agent subject matter expertise beyond baseline training established during initial on-boarding
• Manage multiple cross-functional learning and performance support projects
• Develop and implement a holistic framework and supporting processes to measure and communicate short-term and mid-term impact on effectiveness of training initiatives as well as key business KPIs
• Facilitate “Train-The-Trainer” sessions to transition solutions to the Training team ensuring accurate implementation
• Collaboratively develop and conduct surveys to identify training needs based on projected production processes, changes and other factors
• Manage a team of Learning and Development Professionals across multiple sites and/or lines of business
• Conduct talent/skill assessments and performance evaluations of team members and work with team members to create and implement professional development plans 

EXPERIENCE:

• Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups
• Develop and implement performance measurements on training effectiveness
• Knowledge of Asurion principles and processes for providing customer and personal service
• Inductive reasoning skills including the ability to combine pieces of information to form general rules or conclusions as well as finding relationships among seemingly unrelated events
• Creativity and the ability to look at the same situation in new and unconventional ways
• Capable of working in an autonomous, fast paced environment yet still set priorities and meet deadlines
• Successfully manage multiple strategic and analytic projects concurrently keeping awareness alignment of cross-functional processes and procedures. 

DESIRED QUALIFICATIONS:

• Bachelor’s Degree OR equivalent combination of education and experience
• 3+ years hands-on experience with mobile devices, tablets, computers, digital cameras, televisions, home audio, and/or appliances preferred
• 2+ years’ experience in the next gen technologies related to cloud, mobile, social, or big data
• 3+ years’ experience with administrative duties including submitting IT tickets and managing data
• 3+ years people leadership or training experience a plus