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This Senior Technical Program Manager, Support Learning role will be responsible for designing and implementing leadership development experiences for the Global Support organization. This includes implementing a framework for designing and developing learner-centric experiences focused on improving performance measures. This role will play a pivotal part in Snowflake's overall Support learning strategy, contributing to the effective development of Global Support employees.

This role is part of the Support Learning team and reports to the Senior Manager, Support Learning.

RESPONSABILITIES:

• Lead the design, development and execution of leadership development training programs to foster employee skill growth and development
• Manage end-to-end program lifecycles in alignment with our PMO standards
• Implement analytical approach to understanding leadership development needs and create learning experiences that are rooted in Global Support business priorities
• Partner with our Analytics team to create a measurement strategy to assess the impact of learning experiences on the Global Support organization
• Develop strong partnerships with cross-functional stakeholders to continuously improve the customer experience and employee satisfaction
• Work closely with Technical Content Developers and Vendors to create manager workshops and other learning assets customized to Global Support
• Implement and lead the adoption of industry-standard learning and development best practices that both innovate and scale our growing team

• A bachelor's degree in computer science or business, or equivalent 10-15 years work experience
• 10+ years in program management and/or curriculum design/development in the technology industry
• 7+ years of experience designing and developing instructional materials for technical audiences
• 7+ years of experience in programming, systems architecture, or database systems administration
• 5 or more years of experience designing and developing leadership development programs
• Knowledge of adult learning principles and the ability to incorporate them into the curriculum
• Experience in a customer support organization
• Demonstrated hands-on knowledge of e-learning and video editing tools, such as Articulate, Captivate, Camtasia, Final Cut, Adobe Premiere, After Effects, virtual instructor-led training tools, and social learning tools
• Excellent verbal and written communication skills. This includes skill in collaborating with subject matter experts and managers to help deliver business results
• A demonstrated ability to adapt to new technologies and learn quickly
• High levels of emotional intelligence (EQ), empathy, and proactivity
• Excellent team player, able to work with virtual and global cross-functional teams