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Job Details

Requisition Number 19-0518
Post Date 9/27/2019
Title Training and Development Lead
Organization Name Macmillan Learning
City Hamilton
State NJ
Description Macmillan Learning is a part of the family-owned Holtzbrinck group of companies and is one of the leading educational technology companies. Through deep partnership with the world's best researchers, educators, administrators, and developers, we facilitate teaching and learning opportunities that spark student engagement and improve outcomes. We provide educators with tailored solutions designed to inspire student curiosity and measure progress. Macmillan Learning is comprised of renowned brands including Bedford/St. Martins, W.H. Freeman, Worth Publishers, Sapling Learning, SkyFactor, Intellus Learning, Late Nite Labs, and Hayden-McNeil. We are an Equal Opportunity Employer committed to reflecting a broad representation of differences -- race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective-- in our workplace. The successful candidate for this position will become an employee of Bedford Freeman & Worth Publishing Group, LLC (“BFW”), d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an affirmative action program in compliance with the NY Department of Education’s guidance. Portions of the affirmative action program are available for review by applicants and employees by contacting Human Resources.

Requirements Position Description:

The Training and Development Lead is a member of the Customer Experience group, an organization of teams with the ultimate goal of ensuring clients’ successful use of digital products and overall satisfaction culminating in continued and expanded use of our products and renewal. This role serves as a primary resource for leading the development and delivery of training and supporting materials for our outsourced support services vendor(s) and secondarily for internal teams within the Customer Experience group. This includes but is not limited to: on-boarding new staff, product enhancements, improving digital product knowledge and implementation of internal processes. The Training and Development Lead will be customer service-oriented and possess exceptional motivational and presentation skills. The candidate will be required to perform training activities as well as business process analysis that will result in the development and delivery of business training solutions. These activities will include the analysis, design, development, implementation and evaluation of a full range of training solutions.

Responsibilities:
• Lead development and delivery of training and supporting materials for outsourced service support teams (75%) and internal Customer Experience teams (25%)
• Understand and apply appropriate training solution for each training opportunity
• Maintain internal standard operating procedures and training resources for multi-tiered, multi-product support teams
• Develop training materials and support documents for teams as appropriate
• Coordinate and set up training schedules as needed
• Consult and participate, as needed, in the development and delivery of external training and materials for support teams
• Work cross-functionally with other departments to identify and develop training opportunities for support teams


Required Skills / Knowledge:
• At least 4-5 years of experience in training and development
• At least 2 years of experience working with a call or contact center providing technical and/or product support to end-users
• Experience working cross-functionally among different departments and teams
• Outstanding interpersonal and verbal/written communication skills that encourage relationship-building and trust
• Outstanding presentation skills with the ability to engage audiences of different levels
• Ability to work in a fast-paced work environment
• Ability to be flexible in thinking and approach to training
• Must be able to maintain professional demeanor, level-headedness, and patience with others during times of increased stress
• Ability to think strategically and employ best practices in training, presenting, and/or instructional design
• Ability to ascertain training needs and deliver the most appropriate training solution
• Proven ability to manage multiple projects and priorities
• Ability to work both independently and collaboratively to resolve issues and assist colleagues in using our products and processes
• Ability to exercise judgment within defined procedures to determine appropriate actions
• Strong analytical and problem-solving skills


Preferred Qualifications:
• Experience working with customer service units or customer-facing teams
• Experience working with an outsourced team
• Experience or familiarity with prominent LMS or other digital learning systems
• Experience or familiarity with customer relationship management systems, i.e. Salesforce
• Ability to read and understand process maps for the purpose of designing training

Additional Requirements/Information:
• Bachelor’s degree or relevant professional experience in training, instructional design, or learning and development
• Travel may be required up to 30% of the time.
• Position can be located in Austin, TX, Hamilton, NJ, Boston, MA, or Remote

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