Senior Manager, Customer Education

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Sr Manager, Client Training

Management Level

Sr Manager - People Leader

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 15% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $108,800.00 - $181,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Senior Manager, Customer Education is responsible for leading the design and implementation of the learning strategy and curriculum supporting Cox Automotive Dealer Clients. This includes creating a blueprint for Customer Education to support the learning needs of customers as they move through change management of existing processes and implementing new platforms and technology. This role will define success metrics to determine customer proficiency with solutions, create training curriculum and content for customers, and where appropriate, internal audiences, execute learning events, and develop a plan for ongoing product-based learning. This role will work with subject matter experts and build cross-functional relationships across CAI to gather content and best practices, identify key processes and knowledge required for success and then translate that information into a training solution for Cox Automotive customers.

The Senior Manager will direct the activities of Instructional Designers, as they pursue departmental quarterly goals and objectives and special projects. The Senior Manager will evaluate performance and develop team members. The Senior Manager regularly collaborates with leaders across support and implementation to identify new training needs and opportunities, recommend learning and development solutions targeted to solve business problems, and support organizational objectives for business growth.

They will be familiar with how to develop instructor led training, online remote training, online self-paced training, training videos, as well as other creative methods for delivering training content. This role will manage the implementation and ongoing maintenance of the client LMS. The candidate will also be responsible for training delivery and measurement, i.e. knowledge checks, quizzes, and testing as well as interpreting the validity and reliability of the assessment methods.

Under the direction of the Senior Director of Learning and Development/Training, this individual will collaborate with peers and direct reports to capture feedback and results from training programs and ensure feedback from stakeholders and learners is incorporated into future training, lesson plans, and other deliverables. This includes feedback from external clients and internal team members from Client Operations.

The ideal candidate is an experienced leader with a track record of building high-performing teams, leading and coaching other people-leaders, developing individual team members, and implementing successful change

management strategies. This leader is knowledgeable in adult learning theory and corporate training, a fast learner, a self-starter, and a team player.

What You’ll Do

• Recommends course design, technology, and instructional delivery methods.

• Manages professional employees, which may include Instructional Designers who create learning content, and Trainers who facilitate the delivery of this content.

• Engages with business partners and identified subject matter experts to create and/or oversee the creation of training project plans, curriculum, and materials to address client training needs and capability gaps.

• Manages relationships across various teams and locations for the design, delivery, and implementation of training to external audiences.

• Manages the Client Learning Management System (Docebo)

• Creates strategic vision and drives execution of client-based training programs.

• Attends readiness/go-to-market meetings across the organization to stay informed of upcoming initiatives and product releases that may require learning solutions.

• Work cross-functionally to align materials with direction of product, legal, marketing and other key stakeholders.

• Reviews and evaluates new project requests and leads backlog reviews, determining the priority of each project and ensuring appropriate assignment of resources.

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