Learning and Development Training Manager (Operations/Customer & Partner Care)

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

At Xometry, we have a relentless devotion to helping our customers with their project engineering needs. As an emerging, high-growth, global, and dynamic organization, we recognize the impact our people make every day with our customers and partners. 

As the Training Manager reporting to the Director of Learning and Development, the ideal candidate brings creativity, autonomy, and an ability to influence others; these are central as we continue to build our learning culture. 

Although this position supports learning initiatives across the organization, you will primarily partner with the Operations and  the Customer and Partner Care teams to assess, design, and deliver training solutions aligned to organizational goals. You are a confident and skilled facilitator with a background leading programs with specific focus on customer service and operations team development including leadership development, coaching, and change management. You will collect feedback on sessions from participants and leverage it to enhance our programs. This is an individual contributor role.

This is a hybrid role working onsite in our office. 

Responsibilities: 

• Work collaboratively with the Operations and Customer and Partner Care team leadership to onboard and train new team members in the most effective way possible.
• Consult with business leaders to develop, coordinate, and produce training programs using adult learning principles to contribute to the success of personnel. Identify appropriate tools to ensure curriculum meets learning objectives and contributes to an overall, enhanced performance outcome. 
• Oversee, develop, update and maintain training materials and procedures in an accurate and timely manner in order to support the staff and functions of the department. Revise training procedures and related documentation as needed. 
• Deliver training using a variety of media and methods, including, but not limited to, instructor-led sessions and discussion, hands-on skills instruction, and various e-learning or virtual-based options.
• Prepare a monthly/quarter dashboard of results for use by management in evaluating performance or developing training.
• Participate as a project member for large training rollouts to represent the Learning and Development team.
• Manages the logistics of Learning and Development (L&D) learning deliverables to include course assignments in the LMS, setting up and assisting with Zoom training sessions, and recording event attendance. 
• Governs, adds, and maintains all LMS content which includes online courses, curriculum assignments, learning plans, and notifications.
• Designs innovative, creative, and effective marketing to keep all employees connected, informed, and inspired about development opportunities. 
• Keeps the Director of Learning and Development informed of important developments, potential problems, and related information necessary for effective management.  Coordinates/communicates plans and activities with others, as appropriate, to ensure a coordinated work effort and team approach.

About You: 

• You help promote a culture of diversity and inclusion within the department and the larger organization. You value different ideas and opinions. You listen courageously and remain curious in all that you do.
• Demonstrate teamwork, initiative, and the ability to accomplish tasks independently with minimal direction and continuous process improvement efforts.
• Self-starting, driven and able to work autonomously; willingness to accept challenging projects with an ability to handle detail accurately within established deadlines and under pressure. 
• Strong technical background with ability to use various software applications and ability to manage integration of business systems (systems and software include Confluence, Articulate, G-suite).

Qualifications

• At least 6 years of training and development experience in a corporate environment.
• At least 2 years of successful customer service or contact center track training experience.
• Bachelor's Degree required.
• Experience in a high functioning and high growth corporate environment. 
• Possess proven project management skills with the ability to participate in initiatives according to business needs and strategy.
• Strong working knowledge and experience in Instructional Design, use of assessments, and evaluation of training programs for adult lea