Senior Training Lead, Support Enablement

Webjaguar India; Pune District; In loco; INR 1.500.000 - 2.100.000; Tempo pieno

Descrizione del lavoro

Webjaguar India is seeking a Senior Training Lead to strengthen the capabilities of our global Support organization by delivering structured, impactful training programs that equip teams with product knowledge, tools, processes, and soft skills. You will own end-to-end training across onboarding, continuing education, new product training, and enablement.

The ideal candidate has 5+ years in training delivery for enterprise software, strong LMS experience, and proven ability to collaborate with

Competenze

• Bachelor's degree in IT, CS or related field; equivalent experience considered.
• 5+ years supporting enterprise products and delivering customer-focused solutions.
• 5+ years in training delivery and instructional design in tech environments.
• Strong LMS familiarity and content creation tools.
• Excellent verbal and written communication.

Mansioni

• Deliver engaging training sessions for QAD products and processes.
• Develop self-paced digital learning content using instructional design.
• Administer LMS: assign courses, track completion, generate reports.
• Collaborate with R&D, Tier 3, and Product Management for knowledge transfer.
• Maintain training portal and provide progress reports.
• Stay updated with trends and AI-enhanced learning tools.
• Lead or participate in training-related projects; manage timelines.
• Support global audiences across EMEA/AMS time zones.

Conoscenze

Instructional design

LMS administration

Communication

Project management

Stakeholder management

Global collaboration

Formazione

Bachelor's degree in IT/CS

Strumenti

Workday Learning

Moodle

Descrizione del lavoro

The Senior Training Lead plays a key role in strengthening the capabilities of QAD s global Support organization by delivering structured, impactful training programs. The primary objective of this role is to equip Support team members-both new and experienced-with the product knowledge, tools proficiency, process clarity, and soft skills necessary to provide world-class support to our customers.

The role encompasses end-to-end responsibility for training across four focus areas: New Hire Onboarding, Continuing Education, New Product & Process Training, and Soft Skills & Tools Enablement. It requires close collaboration with Support leadership, Product Management, and subject matter experts to ensure training is aligned with business priorities and reflects the evolving needs of a dynamic SaaS environment.

With a global scope, the Senior Training Lead, Support Enablement must tailor training approaches to different audiences while maintaining consistency in content and outcomes. The role also involves evaluating training effectiveness and continuously improving content based on feedback, performance trends, and product updates. This position is pivotal to driving a culture of continuous learning and ensuring our support teams are fully prepared to meet customer expectations as we scale.

They essentially own training for QAD s global Support organization. You will find out where our Support teams struggle, using queue feedback, manager input and ticket data, and build the programs, content and self-service resources that close those gaps. You will run new hire onboarding, continuing education, and training on new products and processes, and you will report on training effectiveness to Support leadership. You will work closely with Support managers, Tier 3, R&D and Product Management.

This is a build-the-function role: over time you will launch a Support Training Website and a Support Certification Program.

1. Training Delivery:

• Conduct engaging and effective training sessions on QAD products, tools, and processes in both virtual and in-person formats.
• Tailor delivery approaches based on audience experience and learning style.

2. Content Development:

• Design and develop self-paced, digital learning content using modern instructional design principles.
• Incorporate AI tools and innovative learning methods to enhance engagement and knowledge retention.

3. LMS Administration:

• Manage the Learning Management System (LMS): assign courses, monitor completion, conduct knowledge checks, and generate training reports.
• Ensure seamless user experience and data accuracy within the LMS.

4. Stakeholder Collaboration:

• Partner with internal teams such as R&D, Tier 3 Support, and Product Management to facilitate knowledge transfer sessions.
• Act as the liaison between subject matter experts and the support team for effective training content.

5. Training Governance & Communication:

• Maintain and regularly update the Support Training Portal with the latest learning content, product updates, tools, and process changes.
• Provide feedback and progress reports on new hires; identify and elevate any performance or engagement concerns.

6. Industry Awareness & Agility:

• Stay current with trends and developments in the tech and learning industries.
• Embrace new learning technologies and methodologies, including AI-driven tools.

7. Project Management (Preferred):

• Lead or participate in training-related projects and initiatives.
• If lacking prior experience, demonstrate willingness to learn and manage projects within the training domain.

8. Shift Flexibility and flexibility:

• Support a global audience by delivering training during EMEA and AMS-friendly hours as needed.
• Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.
• Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support. Qualifications

Education:

A Bachelor s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.

Ideal Candidate:

• 5 years of relevant experience in supporting enterprise products, demonstrating expertise in resolving complex technical issues, and delivering exceptional customer-focused solutions.
• Excellent people skills with the ability to work in a global team environment
• One year of prior working experience with QAD Applications preferred.
• 5+ years of experience in training delivery and instructional design, preferably in a technical support or enterprise software environment.
• Strong familiarity with LMS platforms (e.g., Workday Learning, Moodle, etc.).
• Excellent verbal and written communication skills.

• Strong organizational skills and attention to detail.
• Ability to collaborate across functions and levels.
• Proficiency in using content creation tools (Articulate, Camtasia, Canva, etc.) and AI-based training enhancers is a plus.
• Project management experience or certification (e.g., PMP, Agile) is an advantage.

Preferred Traits:

• Self-motivated and proactive
• Adaptable and open to feedback
• Passionate about continuous learning
• Culturally aware and inclusive in a global work environment
• Strong soft skills, business communication skills, and the ability to coach and develop these skills in others.
• Embraces new learning technologies, tools, and approaches (including AI-driven learning solutions)

Soft Skills:

• Strong analytical and problem-solving abilities.
• Exceptional communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Customer-focused mindset with a commitment to delivering high-quality service.