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

Hootsuite Inc.; Toronto; Remote; CAD 75,000 - 110,000; Full time

Job summary

An innovative company is seeking a Manager for Customer Support Training & Development to lead a team in creating impactful learning programs. This role involves strategic planning, team management, and collaboration with business leaders to enhance employee development. The ideal candidate will have extensive experience in Learning and Development, particularly in a SaaS environment, and a passion for fostering a customer-first culture. Join a forward-thinking organization that values growth, collaboration, and inclusivity, and play a pivotal role in shaping the future of customer support training.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Employee Assistance Program

Group RRSP Plan

Global Parental Leave

Flexible Work Arrangements

Qualifications

• 8+ years in Learning and Development, preferably in SaaS.
• Experience in leadership and people development.
• Strong project management skills.

Responsibilities

• Manage a team of Training Specialists and oversee their development.
• Create and implement learning strategies aligned with business needs.
• Enhance onboarding programs for the Global Support Organization.

Skills

Learning and Development

Leadership Development

Project Management

Customer Focus

Collaboration

Decision Making

Inclusive Leadership

Education

Bachelor's Degree

Master's Degree

Job description

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

We’re looking for a Manager, Customer Support Training & Development to help us execute on a comprehensive, customer-first approach to our Global Hootsuite’s Customer Support Enablement Strategy. Reporting to the Director, Customer Support Enablement, this role will be accountable for leading efforts to intelligently build and deliver robust learning and development programs serving all employees in the Customer Support organization, including leadership. You will lead a team of Training Specialists to ensure that training delivery provides the optimal learner experience and that training materials are developed, enhanced and maintained. This role reports to the Director, Customer Support Enablement and is based remotely across Canada in accordance with Hootsuite's local employment entities) or in Mexico City, Mexico. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model.

WHAT YOU’LL DO:

• Manage a team of Training Specialists, including selection, coaching, mentoring, development, performance management, and all other people-management practices, including DE&I.
• In partnership with the Director, create the learning and development strategy, connecting it to business outcomes and needs.
• Lead the Training Specialists to deliver effective learning programs (Orientation, Core Product Support training, Customer First, DEI, Leadership, Upskilling, Career Coaching and others as defined by the business objectives)
• Lead the planning and execution of quarterly roadmap sessions, collaborating with stakeholders to identify, prioritize, and implement targeted enablement and learning initiatives and OKRs, aligned with Customer Support strategy and needs.
• Build and sustain lasting relationships with business leaders to generate a deep understanding of business needs and data-driven solutions and facilitate partnerships that enable successful learning outcomes
• Design, develop and augment Hootsuite’s existing leadership programming with targeted Support Operational leadership training modules (Leadership onboarding, portfolio management, project management, etc)
• Own the development and delivery of a comprehensive onboarding program for our Global Support Organization, continuously enhancing it to align with industry trends and meet evolving team needs.

Work closely with Training Specialists to maintain, enhance and manage programs to support high visibility and high impact enablement initiatives.

• Implement a robust system to track, monitor and report the learning progress of our Global Support teams, including implementing scalable learning assessments and providing actionable insights to continually enhance and optimize the enablement strategy.
• Build change management expertise and capability within the Support leadership and training team to operationalize all support strategic and transformational projects.
• Collaborate with the corporate L&D team to partner/align on organizational vs department level training programs.
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Approximately 8+ years of Learning and Development experience in roles responsible for organizational development, leadership and people development, preferably in a SaaS or Support Operations environment
• In-depth knowledge of the Hootsuite Product suite of products and proven ability to quickly learn new technical information, mentor and train others
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

WHO YOU ARE:

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up:Dare to go beyond the expected to achieve greatness. #StepUp

One Team:Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.

Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.

Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.

Canadian Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

USBenefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period. THIS resource will provide additional information.

Global Parental Leave. All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.