Manager, Training Design & Delivery

Aura is on a mission to create a safer internet.  In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly.  This is an exciting phase at Aura, and our team of over 500 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. 

Come join us for the ride!

About the Role:

Aura is seeking a Manager, Training Design and Delivery to join our Customer Experience (CX) team. This pivotal role will develop and implement comprehensive training programs that equip both new and current CX call center agents with the knowledge and skills to best support our customers. The majority of this role will focus on instructional design, with the remainder of time spent facilitating employee training in both virtual and in-person formats.

Responsibilities

• Manage training needs for the Customer Experience team

• Define and document learning objectives, and deliver training plans to meet those objectives. 

• Conduct training needs assessments by conducting research and collaborating with subject matter experts

• Design and develop training content and instructional materials that meet the department’s learning objectives and needs

• Identify future training needs and design and develop curricula to meet those needs

• Redesign existing training material by applying current adult learning methodologies and practices to ensure it meets the learners’ needs 

• Enrich courses with visual aids and activities to engage training participants

• Administer the learning management system and manage employees’ subscriptions to e-learning courses

• Facilitate train-the-trainer sessions for service partner trainers and supervisors

• Deliver annual compliance training courses 

• Deliver training content to a variety of CX team members, including supervisors, specialists, and new hire orientation

• Measure and report on effectiveness of training and satisfaction with training

• Remain current on changes in policies, procedures, software, or hardware which impact Customer Experience operations

• Communicate training alerts and changes to existing policies and procedures to management and staff

• Update existing training materials as changes are made to policies, procedures, software, or hardware

• Work with Resource Planning to schedule training events

• Maintain the training calendar

• Answer customer service phone calls when service levels require “all hands on deck”

• Some travel may be required

• Serve as subject matter expert and function as liaison between the product CX teams to maintain content and communicate upcoming product changes and impacts to staff.

Qualifications

• 6-8 years of learning and instructional design experience, preferably at fast-paced technology company 

• Previous experience as a Training Facilitator, Training Consultant, Training Manager, or similar role on a global scale

• Understands current technology trends and has previous experience designing and delivering technical support training content

• Proficient in MS Office and Google Suite (esp. PowerPoint and Google Slides); e-learning software is an asset

• Ability to understand and synthesize technical content, communicate well with subject matter experts, translate technical content to front line agents, and enable agents with skills to communicate technical content with non-technical customers 

• Must be located in the Austin, TX area 

• Phenomenal communication, presentation and public speaking skills

• Knowledge of traditional and modern adult learning theory and educational techniques

• Ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)

• Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)

• Excellent organizational and time management abilities

• Familiarity with Talent Management and career paths strongly desired

• BS degree in Education, Human Resources Management, Organizational Psychology or relevant field preferred

• Certification (e.g. CPLP) is a plus

• Experience leading training programs across multiple geographic locations is highly desired

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