Role Description
Angaza’s Customer Experience subteam, Training, is recruiting for a Training Team Manager. This is a strategic role whose mandate is to own and optimize training and instructional content initiatives, build and manage the Training team, oversee cross-team coordination efforts, and collect and analyze performance data to maximize impact. Our offices are located in San Francisco, USA and Nairobi, Kenya. The position is domiciled in Nairobi and reports to the Director of Customer Experience.
Requirements
8+ years of relevant professional experience with increasing responsibility
2+ years management of direct reports
4+ years experience in developing and delivering training content for technical products
Technical mastery of content design and hosting platforms (e.g. Articulate, Adobe, Camtasia, Coassemble, Zendesk)
Experience in the administration of learning management systems (LMS), knowledge bases, or similar digital knowledge management systems
Experience in data collection, data analysis, dashboards and reporting, and performance analysis a must
Extremely detail-oriented with exemplary follow-through and organizational skills
Degree(s) in relevant field, Master’s degree preferred
Previous startup experience a plus
Exemplify Angaza’s key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative
Instructional Content and Training
Oversee the use of best practices in user-centered instructional design to develop multimedia content, including: interactive Learning Management System (LMS) modules, help center articles, social media, videos, screenshots and diagrams, etc.
Serve as key system administrator of learning platforms, including knowledge bases, learning management systems, customer resources, etc.
Team Coordination
Coordinate with Merchant Expansion teams to identify unmet Merchant needs and ensure Merchant-facing teams have adequate product training and content
Coordinate with Product team to propose and track feature requests and manage rollout of new features
Coordinate with Customer Support and Customer Success teams to identify trends in tickets that could inform training activities or goals
Strategy and Impact
Design and implement evaluations to test efficacy and medium-term impact of trainings and instructional materials
Design and implement customer satisfaction surveys to evaluate customer satisfaction with learning initiatives
Work with Business Intelligence (BI) and Sales teams to build training tracking tools and dashboards; monitor dashboards, identify and communicate data trends
Train colleagues on use of tracking and evaluation tools and provide ongoing oversight of their use
Own analytics for learning platforms, including knowledge bases and learning management system
Identify key success metrics, set targets, and track progress
Analyze and synthesize data to produce useful insights and actionable recommendations; find creative and engaging ways to communicate findings to internal stakeholders
Apply via :
jobs.lever.co
