Support Learning Manager
About The Position
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. Support Learning Manager, Global Support Adyen is looking for an experienced Support Learning Manager to join our Support Learning and Development team. This position will partner with multiple teams within Adyen Operations to help evolve and execute on a strategy for how we enable our global Support workforce. This individual will work key cross-functional teams to ensure that we continuously align business priorities with the knowledge required of our Agents and Technical Support Engineers. This is an in office, full-time position based in Chicago.
Requirements
- BA/BS degree in Learning & Development, Education, Instructional Design, or other related field
- 3+ years working experience within Learning & Development, Quality, Knowledge Management and Support Excellence teams
- Demonstrated experience using the ADDIE content development model, adult learning theory, and instructional design methodologies to build effective learning solutions
- Demonstrated experience building eLearning authoring tool modalities and learning technologies, especially, Articulate Rise
- Demonstrated experience in project and program management and strategic projects with global, cross-functional teams.
- Demonstrated experience analyzing learning data/trends to drive improvements to learning experiences.
- Demonstrated experience communicating effectively with a variety of audiences, including executive leadership, and managing multiple stakeholders simultaneously to synthesize ideas and learning program content.
- Demonstrated experience facilitating in both virtual and live classroom environments
- Demonstrated experience developing and executing a comprehensive strategy for learning programs
- Demonstrated experience defining and establishing program objectives and Key Performance Indicators (KPIs)
- Self-starter, capable of working independently and as part of a global, cross-functional team, and working with all levels
Nice To Haves
- Experience in working with Operations and Quality teams
- Experience in working with FTE Onboarding and skill development within Customer Operations and applicable learning environments and restrictions
- Experience building relationships and working with globally distributed organizations
- Experience with Learning Management Systems (LMS) and Articulate 360 and/or other authoring tools
- Experience with Data & Analytics and Project Management tools such as Looker and Monday.com or Asana.
Responsibilities
- Conduct learning needs analysis to identify skills/knowledge gaps for Agent and Technical Support Engineer knowledge transfer, identify key performance indicators for proposed learning products.
- Design, develop, and implement learning solutions in close partnership with Subject Matter Experts (SME), Learning Experience Design, and Learning Operations teams.
- Develop instructional-led classes and/or e-learning products utilizing Articulate 360, when required.
- Serve as an advocate for the learner and business by consistently reviewing data provided by the Quality and Learning Operations team and acting as a thought leader by recommending actions based on that data.
- Build and sustain relationships with Adyen Subject Matter Experts (SME) and functional leaders to gain a deep understanding of business goals and priorities to make informed, data-driven decisions about building learning products.
- Contribute to and execute strategies for the long term knowledge management priorities of the team.
- Develop and maintain a network of strategic relationships across key stakeholders across all
- Facilitate Train the Trainer (T3) events, when applicable
- Business travel may be required
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What This Job Offers
Job Type
Full-time
Career Level
Manager
