Trainer and Change Management Specialist

RideCo•New York, NY

2d•$75,000 - $100,000•Remote

About The Position

This role is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network of vehicles, and you’ll be one of the pioneers shaping this transformation. The Trainer and Change Management Specialist role combines client-facing and internal training responsibilities with a focus on supporting day-to-day operational excellence. The individual will serve as a subject matter expert on RideCo’s platform, with deep knowledge of how various stakeholders—including dispatch teams, drivers, transit agencies, call centers, and internal staff—interact with the system and dashboards. They will play a key role in training, onboarding, and change management, ensuring smooth adoption of the platform and operational best practices across all user groups. Your day-to-day responsibilities will include: Deliver Training & Support Change Adoption: Facilitate technical in-person classroom, in-vehicle, and virtual training sessions to educate RideCo’s implementation partners and customers. Use proven change management principles to support user readiness, build confidence, and reduce resistance to new processes and technologies. Lead Change During New Service Launches: Support and oversee soft launches by delivering training and change communications, identifying knowledge gaps, and reinforcing key learning objectives. Ensure clients are confident using the platform and assist program managers with virtual stop vetting and siting analysis. Act as a change champion to smooth transitions and increase long-term adoption. Develop and Maintain Training & Change Enablement Materials: Create high impact training resources for various delivery formats—presentation slide decks, job aids, reference guides, handouts, videos, and e-learning modules. Design materials not only to teach functionality but to support behavior change and process adoption. Lead the development of self-serve modules for both clients and internal stakeholders. Champion Internal Knowledge Sharing & Change Readiness: Own and manage the internal knowledge base (Confluence), ensuring accurate, up-to date content that supports staff in adopting new workflows and system updates. Foster a knowledge-sharing culture by encouraging contributions and aligning internal teams with best practices. Drive Customer Self-Service and Empowerment: Lead the creation of a client facing support portal/knowledge base, enabling customers to self-serve common tasks and troubleshoot effectively. Develop step-by-step guides (e.g., how to add a driver, register users, or configure dashboards) to ease the transition to new tools and processes. Client-Facing Documentation for New Features: Develop clear and engaging documentation for new platform features to support client understanding and smooth integration into existing workflows. Help clients manage change by contextualizing features within their day-to-day operations (e.g., feature guides like shift labels). Contribute to Product Improvements: Share user feedback and insights with the Product team to help refine usability and user experience. Act as the voice of the end-user to identify where additional support or change enablement may be needed to ensure platform success. Support Marketing & Education Initiatives: Collaborate with the Marketing team to develop educational content for RideCo’s website that speaks to prospective clients’ operational needs and helps them understand the benefits and capabilities of the platform during early stages of change. Other duties and projects as assigned

Requirements

Bachelor Degree or Diploma in Education, Marketing, Communications, Public relations or equivalent degree, or a related field (or equivalent combination of education and experience.)
5 to 10 years of experience in the Transit industry (i.e., experience working as a trainer, technical delivery manager, operations or services manager, etc.)
1 to 5 years of direct customer-facing experience in a technical software support role
Top-notch communicator: Strong written/oral communication and presentation skills.
Training Professional : experience developing and documenting training materials in a technical software related environment
Superior troubleshooting and problem-solving skills
Tech Savvy : Ability to learn and apply new technologies quickly. Proficient with Microsoft Office tools (Powerpoint) and other similar content presentation software.
Ability to travel up to 60% of the time within North America

Nice To Haves

Project management experience is an asset: Experience establishing requirements, maintaining project plans, communicating with stakeholders, and delivering results on-time