Training, User Support & Adoption Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and implement the AirHub training, user readiness, support, and adoption strategy.

• Create role-specific training plans and learning pathways for EPA and external user communities.

• Develop and present instructor-led, virtual, and self-service training sessions.

• Produce and update user manuals, job aids, FAQs, videos, knowledge articles, and other support resources.

• Organize user onboarding and readiness initiatives for Beta and Production releases.

• Assist UAT participants with orientation, training, instructions, office hours, and functional support.

• Define the AirHub user-support framework, encompassing intake, triage, escalation, and resolution processes.

• Provide or coordinate Tier 1 and Tier 2 functional user assistance.

• Assess user-reported issues and direct inquiries, data problems, access issues, and potential system defects to the appropriate teams.

• Create and maintain a user-facing knowledge base and documentation on known issues.

• Conduct office hours and enhanced support during Beta and Production rollout.

• Facilitate user hypercare during significant releases and transition users into a long-term support framework.

• Track support trends, user feedback, training effectiveness, and barriers to adoption.

• Identify recurring issues and relay feedback to Product for usability enhancements and improvement needs.

• Develop and oversee user-readiness, training, support, and adoption metrics.

• Collaborate with the Communications Lead on implementation communications and awareness initiatives.

⛳️ Requirements

• Over 10 years of experience in enterprise training, user adoption, user support, organizational readiness, or technology implementation.

• Proven track record in developing and executing training and user-readiness strategies for large-scale technology rollouts.

• Strong instructional design expertise and understanding of adult learning theories.

• Experience in creating role-based curricula, user manuals, job aids, knowledge articles, videos, and other training/support documents.

• Background in delivering instructor-led, virtual, and self-service training to diverse user groups.

• Experience in establishing or managing functional user-support systems, including intake, triage, escalation, knowledge management, and Tier 1/2 support.

• Experience supporting users during UAT, pilot/Beta releases, production rollouts, and post-production stabilization.

• Skills in measuring training effectiveness, user readiness, support trends, and technology adoption.

• Strong grasp of the connection between user support, Product, Quality Engineering, and defect management.

• Experience assisting geographically dispersed internal and external stakeholder communities.

• Experience with Federal technology implementations is preferred.

• Excellent skills in facilitation, written communication, presentation, stakeholder engagement, and customer service.

• A quiet, distraction-free workspace with adequate internet access.

• Ability to focus and be available during working hours.

• Schedule must align with coworkers’ and clients’ core business hours.

• Must disclose and obtain written approval for current or future outside employment or other professional activities.

🏝️ Benefits

• Valiant covers 99% of Medical, Dental, and Vision Insurance for Full-time Employees.

• Valiant contributes 25% towards Health Coverage for Family and Dependents.

• 100% Paid Short Term Disability and Life Insurance Policy for Full-time Employees.

• 100% Paid Certifications.

• 401K Matching up to 4%.

• Paid Time Off.

• Paid Federal Holidays.

• Wellness & Fitness Program.

• Valiant University – Online Education and Training Portal.

• FSA programs for Medical Costs, Dependent Care, Transit, and Parking.

• Referral Bonuses.

• Work-life balance.

• Opportunities for career development.