As a Learning Strategist in Support, you will be responsible for developing and implementing learning programs across the technical support organization. Your responsibilities would entail conducting training needs analysis and recommending solutions to close performance gaps, working cross-functionally to ensure a quality training experience for product and feature launches, providing progress updates to stakeholders and multiple levels of leadership, data collection and root cause analysis. This position plays a key role in the execution of ongoing training initiatives to provide timely product launches and continuous improvement to the agent and customer experience.

What You'll Do:

• Vet requests coming through request forms and project board (Asana)
• Analyze requests to determine the scope - size of material, target audience, existing training material, impact, urgency
• Act as primary liaison between requestors, training team, and instructional designers
• Collaborate closely with Support Project Managers for Enablement alignment on product / feature launches
• Collaborate closely with the Customer Experience team and leadership, for optimal prioritization of content and learning schedules
• Identify the best-suited ID and/or facilitator for this request
• Provide regular progress updates to requestors/stakeholders and Enablement leadership
• Analyze operational performance data to identify trends
  • CSAT and QA scores
  • Common skills or knowledge gaps
• Proactively recommend upskilling/refresher trainings to address gaps
• Review NHO content and recommend updates that will address performance gaps and improve agent experience

What We're Looking For:

• 3+ years’ experience in internal training leadership, or learning strategy role
• Ability to interact with team members and stakeholders in a problem-solving, constructive manner
• Ability to tolerate opposing points of view and overcome a change-averse environment
• Ability to successfully manage and meet multiple, simultaneous project deadlines in a fast-paced environment
• Strong written and verbal communication skills
• Strong data analysis skills and the ability to read between the lines
• A strong understanding of adult learning needs is necessary in order to make strong recommendations for a consistent cycle of improvement
• Ability to work independently and as part of a project team
• Experience with creating, manipulating, and distributing reports
• Cross-functional partnership
• A plus: LMS tooling experience (i.e. Lessonly)

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

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