Learning Experience / Training Manager

The Role / Your Purpose:

As a Learning Experience Training Manager, you will join a strong team of digital learning experts who partner with our clients to determine the best approach for delivering their curriculum in an empowered and connected learning model that meets our gig worker, where they are at. We believe in experiential learning that is social and collaborative empowering our GBAs to create, curate and build communities of learning, where, when, and how they want to learn.

You will help oversee our Facilitators, or Learning Experience Guides, who are responsible for delivering content in a blended virtual learning environment and the validation of readiness including hands-on activities, mock calls, and other real-life knowledge checks to certify our GBAs are ready to represent our Intuit’s brand with excellence.

We are looking for a superstar that will be hands-on when it comes hiring and developing our Learning Experience Guides, planning and preparing large ramps of classes, supporting GBAs as needed and has strong relationship building skills with internal management teams and external clients. We want a force multiplier who is creative, innovative, and is always looking for ways to improve the learning experience for our GBAs and overall performance.

Omni Interactions is looking for a Learning Experience / Training Manager with Intuit’s QuickBooks Experience to join our fast-growing team!

WHO IS OMNI?

We create communities of Gig Brand Ambassadors (GBAs for short), who can retail their flexible lifestyle being 1099 independent contractors – in business for themselves. As a gig worker with Omni, you are self-employed, you are your own boss, supporting some of the country’s leading brands. Our GBA primary roles are to provide customer service (taking inbound phone calls, answering chat messages, and responding to emails) for Fortune 500 companies.

As we experience significant growth, we are looking for a strong, full-time Learning Experience Training Manager with proven training experience supporting desktop or online tax and payroll software for small businesses. The ideal candidate will have experience supporting Intuit’s QuickBook products such as Enterprise and Payroll in addition to training and management experience in the work-at-home contact center space. You will lead one of our largest clients by overseeing the program’s day-to-day training and development operations, while driving excellent performance of our GBAs and high graduation rates upon completion of Intuit’s QuickBook training programs.



Job Requirements:

What You’ll do:

  • Provide day to day support of our Learning Experience Guides (LXGs) ensuring they are delivering the education, resources, and tools to GBAs on products, services, and processes to achieve their certification required to support client customers
  • Support GBAs with their business partnership with Omni in a blended learning environment (live, virtual classes and eLearning)
  • Assist our LXGs to identify GBA knowledge gaps and quickly address their needs to ensure successful certification or gaps once in production and bring new solutions to closing the gap during certification
  • Responsible for ramp planning (determining # of classes, LXGs, class sizes, etc), hiring, onboarding, and mentoring LXGs
  • Oversee the gathering and reporting of certification program participation, graduation rates and other performance outcomes
  • Monitor and track program’s training and certification budget
  • Build and maintain internal and external relationships to ensure continuous improvement
  • Provide coaching, leadership, and direction to our Learning Experience team members
  • Develop strategies to improve GBA and LXG performance
  • Responsible for inspiring and mentoring team members to keep them engaged, excited, and performing beyond expectations
  • Participate in Omni’s larger Digital Learning ongoing strategy and planning initiatives
  • Represent the Digital Learning and Learning Experience team during various internal and external meetings with ability to speak to executives on daily and ongoing numbers, continuous improvement projects, ramp, and communication plans.

What You’ll Bring (Qualifications)

  • Excellent verbal and written communication skills
  • Outstanding presentation skills (technical and soft skills)
  • Learn/quickly understand how various platforms work together
  • Be flexible in hours (day and evening hour availability is required)
  • Strong leadership skills
  • Embrace and utilize active, adult learning pedagogy and Socratic questioning
  • Solve practical problems using a variety of tools and resources (personal and program-specific)
  • Works independently and works well in a team environment
  • Confidently, effectively present and respond to questions real-time
  • Thrive in a fast paced, start-up like environment
  • Detailed oriented
What's Next

What You’ll Have (Experience):

  • 1 – 3 years’ proven experience working with Intuit’s QuickBook solutions, preferably their Enterprise and Payroll solutions
  • 2 – 5 years Training Experience
  • 1 - 3 years of Supervisor/Manager Experience
  • Microsoft Office Suite experience required
  • Training, working, or supporting work at home contact center is a plus
  • Experience interacting with clients is a plus

 

What We Bring (Benefits)

  • Get in with a fast-paced, established start-up 
  • Work for a culture of passionate, successful, fun, driven leaders, who have over 20 years’ experience in the BPO industry
  • 100% remote work – never go into an office again!
  • Competitive benefits package (including medical/dental/vision, HSA, and 401k)
Posted
09/01/2021
Type
Full time
Location
Atlanta, GA 30383, US