Manager, Instructional Design and Training

About the position Responsibilities • Produce and maintain training development and delivery plans, cost estimates, and a resource leveling plan. • Track labor actuals for your team's activities, managing to scope and budget. • Stay abreast of software release and deployment project schedules, scope changes, and dependencies that may impact your team and their content, and proactively escalate risks. • Coordinate with ops engineering teams to ensure correct software versions are installed in training labs. • Coach your team members in developing content outlines, scripts, and storyboards. • Maintain clear and timely communication on project status with you and internal customers. • Manage the quality review process. • Provision training labs and schedule training sessions. • Facilitate an engaging and welcoming virtual classroom environment. • Act as passionate advocates for the end user experience by partnering with engineering, Product Owners, UX, documentation, and customer support teams. • Post recordings and supporting materials to the customer experience portal. • Maintain training satisfaction metrics and produce reports for trainers and stakeholders; proactively adjust materials and teaching techniques based on metrics. • Audit online training content and provide usage reports. • Monitor and address issues reported by learners or stakeholders. • Participate in weekly team, program, and project calls, clearly communicating your team's status, needs, scope changes, and any risks/blocking issues. • Occasionally lead by example by stepping in as an individual contributor to fill any short-term resource gaps that arise. Requirements • 3+ years' leading training and instructional design teams in telecommunications or IT environments. • Experience working in SDLCs, and awareness of different project management approaches and how to best manage your team's productivity within them. • Experience implementing and administering Learning Management Systems. • Hands-on experience developing and delivering conceptual and functional instructional content (samples highly desired). • Bachelor's degree (concentration in adult education/learning, instructional design, or technical communication preferred, but not required). • Learning & Development-related certifications are appreciated, but not required (for example, CPLP, CPTM, etc.). Nice-to-haves • Experience training 9-1-1 authorities, ECC, and/or telco operations staff highly desirable. • Proficiency in Office 365, including Microsoft Power Point, Excel, Word, and SharePoint (or similar applications). • Proficiency using JIRA, ClickUp, Monday, MS Project Server (or similar tools) for project management and staff planning. • Familiarity with Next Generation Core Services, ESInets, i3, and impacts on state authorities, PSAPs, Originating Service Providers and the public. • Familiarity with containerized cloud platforms, Unix/Linux OSs, Kubernetes, and/or network monitoring and publish-subscribe messaging protocols. Apply tot his job