Job Title:  Manager Product Training & Course Development

What you will achieve

The Hospitality Solutions Manager Product Training & Course Development plays an integral role in our customers’ journey and success by leading the development and maintenance of all formats of customer education to enable our customers to adopt SynXis applications and optimize their configuration and usage to achieve their distribution goals. 

The Manager will carry out the existing strategy and contribute to/define future strategy (mid and long-range plans). The global and multi-lingual Customer Success team is made up of three distinct disciplines:  Instructional Design (scalable eLearning), Technical Writing (In-app Help and Technical Specifications), and Training Delivery (bespoke instructor-led training as a professional service). 

The Manager Product Training & Course Development:
•    Champions the Customer Success team, and considers the name as our North Star or purpose, as he/she/they advocate for our customers
•    Ensures that the teams collaborate within and across disciplines to deliver a robust, cohesive, and complementary content for all projects from Go-To-Market (GTM) for new products, release enhancements for existing products, and during content review/maintenance
•    Engages and consults with customers and key internal partners at all levels of the organization to identify business needs and establish learning strategies designed to maximize success
•    Applies expert knowledge of product adoption and adult education strategies to ensure content is multi-modal, interactive/engaging, and will meet the audience’s needs
•    Evangelizes updates in content across the organization to enable customer conversations that encourage consumption and enable product adoption
•    Stays abreast of technological advances in L&D, encourages innovation; and serves as a thought leader for the organization championing customer success including proposing new tools/practices that will support greater adoption of SaaS products than the existing toolkit
•    Strategizes for and leads initiatives within Customer Success as well as other teams to maximize positive outcomes, including factoring in Change Management required to support sustained adoption
•    Calibrates regularly to ensure we are on target, to drive progress and/or provide real-time coaching where needed, and effectively align resources to meet project timelines
•    Provides coaching for Subject Matter Experts (SMEs) from the business and ensures our team follows consistent Needs Analysis practices to ensure we attain effective transfer of knowledge to produce quality output
•    Uses creativity to handle competing priorities, ensuring that we manage and communicate effectively with key stakeholders 
•    Uses qualitative and quantitative feedback from customer and internal stakeholders on existing program effectiveness to identify needs and/or update requirements to drive continual improvement and roadmap prioritization 
•    Ensures monthly progress reports are shared with internal stakeholders for all L&D initiatives, more frequently where required
•    Manages/coaches the team and direct reports (supervisors) to achieve/exceed team goals; encourages and supports professional growth; provides mentorship to supervisors and top performers for future roles

The successful candidate will have

MUST HAVES:  
o    5 years leading L&D for customer education within a technology, SAAS company 
o    5 years of progressive experience managing high-performance work teams to deliver a robust package (various modalities) of customer-focused educational resources to meet our learners’ needs
o    Expertise w/eLearning/documentation authoring tools, Learning Management Systems (LMS), and other product adoption tools
o    Proficiency with Microsoft tools
o    Stellar presentation skills (design/delivery) and strong written and verbal communication

PREFERRED:  
o    Advanced degree in andragogy or learning technology
o    Hotel/hospitality industry experience
o    Experience converting a cost center into a revenue center
 

EDUCATION:
Bachelor’s degree or equivalent
 
 

Sabre offers the following outstanding benefits