Training and Development Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Coordinate and create training strategies that are role-based, along with implementing training plans that align with project launch phases, operational readiness, and go-live dates.

• Conduct technical training sessions in-person, in-vehicle, and virtually for implementation partners and clients.

• Apply change management principles to enhance user readiness, boost confidence, and minimize resistance to new processes and technologies.

• Assist and supervise soft launches by providing training, change communications, identifying knowledge gaps, and reinforcing learning objectives.

• Ensure clients are proficient in using the platform and support program managers with virtual stop vetting and site analysis.

• Serve as a change champion to facilitate smooth transitions and promote long-term adoption.

• Develop training materials such as presentation slide decks, job aids, reference guides, handouts, videos, and e-learning modules.

• Lead the creation of self-service modules for clients and internal stakeholders.

• Manage the internal Confluence knowledge base.

• Encourage internal knowledge sharing and alignment with best practices.

• Spearhead the development of a client-facing support portal/knowledge base.

• Create step-by-step guides for common customer tasks and troubleshooting.

• Document new platform features and contextualize them within clients’ workflows.

• Provide user feedback and insights to the Product team to enhance usability and user experience.

• Collaborate with Marketing to create educational website content for prospective clients.

• Perform additional duties and projects as assigned.

⛳️ Requirements

• Bachelor’s Degree or Diploma in Education, Marketing, Communications, Public Relations, or a related field (or an equivalent combination of education and experience).

• 5 to 10 years of experience in the Transit industry.

• 1 to 5 years of direct customer-facing experience in a technical software support role.

• Excellent written and oral communication and presentation skills.

• Experience in developing and documenting training materials within a technical software environment.

• Exceptional troubleshooting and problem-solving abilities.

• Capacity to quickly learn and apply new technologies.

• Proficient in Microsoft Office tools (especially PowerPoint) and other similar content presentation software.

• Project management experience is a plus: Familiarity with establishing requirements, maintaining project plans, communicating with stakeholders, and delivering results on time.

• Must be based in New York or be remote in the Eastern US.

• Willingness to travel approximately 60% of the time within North America.

• Must indicate whether work visa sponsorship will be required to work in the US.

🏝️ Benefits

• Performance-based bonus.

• Stock options.

• Flexible work schedules.

• Vacation time.

• Medical, dental, prescription, and more benefits.

• Equal-opportunity employer.

• Accommodations available upon request for candidates participating in all aspects of the selection process.