Operational Training Specialist

Position Purpose:

The SLWM Operational Training Specialist role will focus on supporting operational efficiency throughout our various systems (ERP, Jira, eCommerce Sites, etc.) working directly with the Account Team community to ensure thorough understanding of our systems capabilities and the processes/procedure required to bring them to life. This individual will be responsible for continuously challenging the current state - providing colleagues and clients with the best possible training experience. Reporting directly to the Operational Training Manager.

Key Goals:

• Training & Support Program: Provide daily support to various teams involved with our ERP, brand stores, various system platforms and operational processes.
• Learning Practices: Collaborate with Operational Excellence Team to communicate best practices, focused on elevating understanding and expertise within our teams.

Skills and Responsibilities:

The Operational Training Manager will assist in the development of an easy to digest, repeatable and scalable training curriculum, focused on elevating understanding and expertise. Provide daily learning and technical support for account teams and shared services in a fast-paced environment.

• Coordinates training curriculum, offerings and conducts sessions accordingly.
• Provided 1:1 training as needed for Account Teams in collaboration with department leads
• Develops customized training plans with Training Manager to support new client onboards
• Works across teams to ensure that training content is effectively deployed and represented on internal learning management systems
• Full understanding of DemandBridge and all eCommerce platforms to the extent to be able to train employees on standard functionality and features available.
• Facilitates follow-up activities (post launch 30, 60, 90 days) incorporating feedback for continuous improvement
• Conducts gap analyses and provides guidance for function/account-specific training initiatives; always looking for opportunities to eliminate losses through training

• Maintain and track employee training and progress to provide managers, instant visibility into individual employee progress
• Works with training team to maintain and make appropriate updates to training content

Required Qualifications:

• Bachelor’s degree or equivalent work experience
• 3+ years of experience in a professional services environment in training or support
• Highly organized and capable of managing multiple priorities simultaneously
• Strong written/verbal skills and the ability to engage users in training and process initiatives
• Ability to learn and apply knowledge of new technology independently and in a group environment
• Displays excellent time management and organizational skills

Technology (Internal)

• All eCommerce sites (MarketingBench, Marcom, Four51, Magento)
• DemandBridge Suite
• Lessonly
• Monday.com
• SmartSheet
• Jira / Confluence
• Microsoft Office Suite