Note: The job is a remote job and is open to candidates in USA. CDW is hiring a Senior Training Program Manager to lead large-scale customer training programs and drive operational excellence. The role manages program performance, customer relationships, risks, and continuous improvement while advising stakeholders on training outcomes and curriculum.
Responsibilities
- Serve as primary customer contact for enterprise and/or complex customer training programs
- Develop and implement plans for global teams and schedules to fulfill contracts and subcontracts
- Monitor technical, cost, and schedule performance and program utilization to ensure specified objectives are met
- Develop and maintain program performance standards
- Own program success; identify, assess, monitor, and mitigate risks throughout the program life cycle
- Make curriculum recommendations to leadership based on customer interest, engagement, and purchasing patterns
- Monitor market conditions in the training industry and work with leadership to develop sales, marketing, and product standards for maximum market penetration and profitability
- Analyze course feedback metrics to ensure quality benchmarks are met and manage corrective action when necessary
- Lead key Workforce Development initiatives that impact program customers
- Effectively manage multiple large training programs
- Make recommendations for process improvements and automations to improve workflow efficiency and accuracy
- Track and report program progress to key internal and external stakeholders
- Monitor and identify areas to achieve operational efficiency, program improvement, issue resolution and project escalations
- Work closely with customer training POCs to manage customer expectations to ensure customer satisfaction and improve customer engagement
- Develop and implement corrective actions for any performance metric that is not met
- Take ownership of customer training outcomes to ensure customer satisfaction and success
- Work with all levels of internal and external clients
- Work with Business Development Team on program success and overall communications with the customer
- Report program status and risk to senior management and key stakeholders
- Leverage superior written and verbal communication skills to influence customers' training decisions and maximize training consumption
Skills
- Bachelor's degree in a related field or equivalent experience
- 7+ years of experience in a customer success, engagement manager, or program management role or 5+ years of experience with a Master's degree
- Excellent use of visual, oral, and written communication skills
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