Technical Writer
1 day ago
Leadership:
- Define, develop, implement, and maintain best-in-class training programs for employees, customers, and partners
- Lead, mentor, and coach the Training team members through difficult events and communicate directly with customers and other departments if intervention is required
- Defuse customer incidents and intervene to appease unhappy customers if Training team members are unable to meet customers' needs satisfactorily
- Lead by example and ensure Training team members adhere to prescribed departmental procedures and provide training in a consistent and similar manner
- Rectify staffs' day-to-day performance quickly to deliver timely, consistent, and best-in-class training
- Provide consultation and solutions to poor performing staff
- Hire, train, lead, and develop an effective team of Training Specialists and Technical Writers
- Own the development of the training department's competencies and training needs
- Teach training methods and skills to Training Specialists and evaluate the effectiveness of our training programs and Training Specialists
KPIs:
- Define, create, and implement department KPIs and drive actions and activities to ensure Training team members achieve their individual and group KPIs
Training:
- Ensure training programs align with and support the organization’s strategic business goals
- Oversee the creation of online learning modules and other educational materials for employees, customers, and partners
- Partner with other departments to define technology tools and system requirements and partner with suppliers to achieve best-in-class training programs
- Review training materials from a variety of suppliers and partner with Human Resources to select materials with appropriate and relevant content
- Own the release notes process and ensure employee readiness before software deployments and new products releases
- Build the organization’s knowledge base: create, capture, and share knowledge
Individual:
- Responsible for self-developing skills and technical knowledge on existing and new products and features
- Responsible for self-developing skills and technical knowledge on best-in-class training programs and on new and existing training methodologies and platforms
- Evaluate current content and collaborate with other departments to develop new innovative approaches to enhance product usability
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