spacer image
MacMillan Logo white spacer white spacer
white spacer Careers  |  Contact 
white spacer white spacer
spacer image
spacer image red line spacer image
spacer image gray line white line white line white line gray line spacer image
spacer image gray line white line gray line gray line gray line white line gray line spacer image
spacer image gray line white line gray line
About MacMillan gray line Our Publishers gray line Bookseller Services gray line Acedemic & Library Services gray line
gray line white line gray line spacer image
spacer image gray line white line gray line gray line gray line white line gray line spacer image
spacer image gray line white line gray line
gray line gray line gray line
gray line gray spacer
gray spacer
Careers
Browse Open Jobs
Search
Newly Added Items
International Sales
Ordering
Out-Of-Print
white spacer

 

 

 

 

 

 

gray spacer gray line gray line
Job Details

Requisition Number 19-0121
Post Date 3/12/2019
Title Training and Documentation Manager
Organization Name Macmillan Learning
City Austin
State TX
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

At Macmillan Learning we believe in improving lives through learning, in developing world-class content with industry leading and interactive technology. We believe that every person in the company can create deep connections and everyone counts no matter the size of the company.

Macmillan Learning has a unique opportunity for an Institutional Training and Documentation Manager in our Austin office. We will consider remote applicants with the right skill set.

Position Description:

Do you thrive in a fast-paced, ever-changing, environment, using your creativity to help others be more successful? Are you Customer-obsessed and it shows when you’re living your life -- noticing the experience whether you’re making an online order or order a Sunday Funday drink at brunch? Then this may be the opportunity to for you! The Institutional Training and Documentation Leader is a member of the Client Services Team with the ultimate goal to ensure Customer successful use of programs and overall satisfaction that culminates in long-term use and renewal.  This role serves as a primary resource to document and refine internal processes as well as external, client communications, client-facing training and documentation. The Training and Documentation Manager will help grow departmental procedures, knowledge and client knowledge base and will help to develop refined processes, trainings, and workflows to better meet client needs, communicate concerns, and support the organization both internally and externally. Interactions will be with internal cross-functional teams as well as directly with clients for training and escalated issue resolution. Both technical and business acumen as well as web self-help and client service best practices will be important skills for this individual.

Responsibilities include, but are not limited to:

  • Maintain all outward facing self-service documentation on the Knowledge Community to ensure that materials are relevant and updated.
  • Work cross-functionally to identify when old content requires an update based on new product functionality/processes/branding.
  • Create new content to cover new functionality/processes/branding and develop new/updated content with assistance from internal team members.
  • Post drafts of content to Knowledge Community for review and push live.
  • Document and maintain all internal departmental procedures.
  • With Senior Manager of Institutional Customer Experience, refine workflows to design a better experience for clients based on CX interaction data.
  • Infuse training insights into training content to proactively address common client pitfalls and confusion points.
  • Attend ongoing product release meetings to take part in conversations with internal stakeholders to address client needs and concerns and follow-up with effective content and documentation.
  • Provide status reports and progress updates including a clear and transparent content “road map” of projects and timelines.
  • Create, maintain and facilitate internal and external trainings and webinars by updating the external training calendar (ScheduleOnce) with regularly available live training events.
  • Consistently deliver trainings and update training attendance reports in Salesforce.com.
  • Provide attendance reports and discuss client participation with Senior Manager of Institutional Customer Experience to adjust frequency of available trainings based on client demand.
  • Update training materials and slide deck to reflect new functionality and share with certified trainers.
  • Refine training materials to ensure that training is accurate and effective and that all certified trainers have updated materials and can effectively utilize the training materials.
  • Work cross-functionally with the Senior Manager of Institutional Customer Experience to create and execute the client communication strategy. This includes all product-related messaging and pedagogical messages about best practices.
  • Work with Client Services team to analyze client contact reporting to suggest refinements to workflow, product, web-facing contact forms, etc.
  • Execute these improvements with direction from Senior Client Services Manager.
  • Build professional/trusting client relationships and understand client requirements

Required Skills / Knowledge:

  • Bachelor’s Degree required
  • At least 3 years of related experience required
  • Experience working in the educational field preferred
  • Strong written and verbal communication skills
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Apply On-line
Send This Job to a Friend
gray line gray spacer gray spacer gray spacer gray line gray line
gray line gray line
gray line white line gray line spacer image
spacer image gray line white line gray line gray line gray line white line gray line spacer image
spacer image gray line white line white line white line gray line spacer image
spacer image gray line gray line gray line gray line gray line spacer image
spacer image gray line gray line gray line gray line gray line spacer image
spacer image gray line gray line gray line gray line gray line spacer image
spacer image gray line white line white line white line gray line spacer image
spacer image gray line white line gray line gray line gray line white line gray line spacer image
spacer image gray line white line gray line
 About Us | Careers | Contact | Site Map | Terms of Use | Privacy Notice   Macmillan 2007 
gray line white line gray line spacer image
spacer image gray line white line gray line gray line gray line white line gray line spacer image
spacer image gray line white line white line white line gray line spacer image
spacer image gray line gray line gray line gray line gray line spacer image