Manager, Client Training

US-IA-Des Moines

Req No. 2021-7762
Category Management
Type Full-Time

The Opportunity

We are seeking a talented Manager, Client Training develop, lead and implement adult learning training plans for CO-OP's clients and staff. The Manager, Client Training is responsible for, but not limited to: planning, developing and delivering training according to the ADDIE model and adult learning principles, ensuring the team is actively involved and educated on new products and product enhancements, delivering training and providing ongoing training support to clients on all payment related products and services and coaching, mentoring and developing members of the training team.
  • This position is flexibly-remote. That means that this position is currently remote due to COVID. Once we make the transition back into the office, there may be flexibility for a hybrid schedule of both remote and in-office work.

What You Can Look Forward to

  • Provides leadership to training team. Provides encouragement, recognition and support for development that increases knowledge in CO-OP and payments and training industry; improves development and delivery of training.
  • Defines and demonstrates performance expectations.
  • Ensures training is relevant and serves as a leading partner in the company's growth.
  • Establishes and maintains open communications with staff.
  • Oversees planning, development and delivery of training according to the ADDIE model and adult learning principles; incorporates CO-OP brand in every interaction.
  • Monitors each trainer's technique, delivery, conduct, and materials to ensure the CO-OP brand and adult learning principles are accurately represented in every interaction.
  • Seeks input from SMEs and department resources to ensure effective and efficient training plans are implemented. (ie: brand adherence, promoting sessions, content)
  • Prioritizes projects based on client needs, impact to clients and budget. Ensures adequate resources for staff (equipment, supplies, etc.). Delegates when opportunity arises and is appropriate based on project and skill level.
  • Ensures department budget is accurately forecasted and followed. Ensures that billable training information is provided to accounting and billed accurately.
  • Provides employee performance planning, counseling and evaluations by setting clear performance expectations and goals that support company policies and procedures. Ensures team is professional and communicates the CO-OP Brand with every interaction.
  • Manages the hiring process, disciplinary action, and termination procedures with assistance from Vice President and HR management.
  • Proactively advocates for client's/learner's needs, by managing mutual expectations. Handles client escalations, travels to client locations to provide consultative training support.
  • Develops overall learning requirements based on understanding of business objectives, desired results, and constraints; align learning solutions accordingly.
  • Measures effectiveness and usability of the training materials and programs, and develop & implement process improvement opportunities.
  • Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.
  • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

What You'll Need to Succeed

  • Bachelor's degree in Education, Adult Learning, or related field; or equivalent training and/or experience.
  • 3-5 years corporate training experience.
  • 3-5 years management experience.
  • Demonstrated adult learning and ADDIE model principles.
  • Ability to adapt to various working and management styles.
  • Ability to effectively communicate training needs and expectations.
  • Ability to defuse client escalations.
  • Good problem solving skills.

Why Join CO-OP?

CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce; ensuring that our employee base reflects the consumers we serve; cultivating a workplace in which every employee can live up to their full potential. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP's commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.

With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

The Perks

  • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
  • Great Work/Life Benefits - Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 10 Paid Holidays.
  • Health benefits - medical, dental, & vision plus wellness programs and gym reimbursements.
  • 401K with generous company match.
  • Tuition reimbursement.


Full time
Salary Range
$64,000.00 - 106,000.00
per Year
Salary range estimated by
Des Moines, IA 50325, US