Manager, Customer Support Training & Development (12 Month Contract)

Hootsuite; Toronto; Remote; CAD 86,000 - 122,000; Full time

Job summary

Join a forward-thinking company as a Manager of Customer Support Training & Development, where you'll lead the global enablement strategy. This role focuses on building effective learning programs for support employees, enhancing leadership training, and collaborating with business leaders to deliver data-driven solutions. With a commitment to team growth and success, you will manage a dedicated team of Training Specialists, ensuring a customer-focused and inclusive learning environment. If you're a lifelong learner with a strategic mindset, this opportunity is perfect for you!

Qualifications

• 8+ years of experience in Learning and Development, ideally in SaaS.
• Strong knowledge of products and technical learning ability.

Responsibilities

• Manage a team of Training Specialists to deliver engaging training experiences.
• Create and implement learning strategies aligned with business goals.

Skills

Learning and Development

Customer-focused mindset

Project Management

Influencing Skills

Strategic Planning

Job description

Manager, Customer Support Training & Development (12 Month Contract)

Join us to apply for the Manager, Customer Support Training & Development (12 Month Contract) role at Hootsuite.

We’re seeking a Manager, Customer Support Training & Development to lead our global customer support enablement strategy, focusing on building effective learning and development programs for all support employees, including leadership. Reporting to the Director, Customer Support Enablement, this role involves managing a team of Training Specialists to deliver engaging training experiences and maintain training materials. The position is remote across Canada or based in Mexico City, Mexico, with flexible work arrangements.

What You’ll Do

• Manage and develop a team of Training Specialists, including performance management and DE&I initiatives.
• Create and implement learning strategies aligned with business goals.
• Lead the delivery of various training programs such as Orientation, Core Product Support, Customer First, DEI, Leadership, and Upskilling.
• Coordinate quarterly planning sessions to prioritize enablement initiatives and OKRs.
• Build strong relationships with business leaders to understand needs and deliver data-driven solutions.
• Enhance leadership training programs with modules on onboarding, portfolio, and project management.
• Develop and improve onboarding programs for the global support team.

Additional Responsibilities

• Implement systems to track learning progress and provide insights for continuous improvement.
• Develop change management capabilities within the team.
• Collaborate with the corporate Learning & Development team on organizational training programs.
• Perform other related duties as assigned.

What You’ll Need

• 8+ years of Learning and Development experience, ideally in SaaS or Support Operations.
• Strong knowledge of Hootsuite’s products and technical learning ability.
• Customer-focused mindset, influencing skills, collaboration, and project management skills.
• Decision-making, prioritization, inclusive leadership, and strategic planning capabilities.
• Ability to develop others and foster a growth environment.

Who You Are

• A solution-oriented, lifelong learner who adapts well to change.
• A collaborative, proactive communicator with a strategic mindset.
• Accountable and committed to team growth and success.

Our six guiding principles include stepping up, teamwork, customer obsession, agility, playing to win, and community engagement.

Accommodations are available upon request for all candidates.

Compensation

Canada Pay Range: $86,900—$121,700 CAD

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Software Development

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