Service & Training Manager

Service and Training Manager

Location: Fully remote / occasional travel 

MAKE A DIFFERENCE 

At Learning.com, we believe that when K-12 students, regardless of their circumstances, develop healthy and proficient relationships with technology, they are better equipped to improve academic outcomes, develop practical life skills, and foster more meaningful connections with others. We accomplish this by attracting, developing, and retaining exceptional employees representing different experiences, backgrounds, and perspectives to empower educators with the confidence, skills, and resources to integrate technology into day-to-day instruction, showcasing the power and the guardrails of safe technology use for students’ creation and consumption.

Serving millions of students across the US and around the world since 1999, Learning.com delivers engaging and effective lessons, professional development and an easy-to-use SaaS platform that adapts to meet the unique needs of students and educators in developing digital citizenship, computer science, coding, artificial intelligence, and fundamental digital skills. 

POSITION OVERVIEW

The Service and Training Manager will be responsible for leading and managing the Service and Training team, including the Scheduler, Service and Training Specialist, and a team of contractors. This role is pivotal in using data analytics and AI-driven insights to optimize training delivery, resource allocation, and customer engagement. The Manager will oversee the planning and execution of customer training and optimization programs, ensuring high-quality, scalable support. This role will collaborate closely with the Sales and Customer Success organization to align team goals with company objectives, driving customer satisfaction, retention, and operational efficiency through technology-enabled strategies.

WHO YOU ARE 

• You are passionate about helping students create healthy & proficient relationships with technology 
• You are hungry, humble & smart 
• You are comfortable and thrive in a dynamic, fast-paced environment of rapid change and growth 
• You act with compassion and respect for customers, partners, and colleagues 
• You actively collaborate, constructively challenge ideas and seek opportunities to learn & grow 
• You are driven to leverage artificial intelligence (AI) and other tech innovations in your role

WHAT YOU’LL DO

• Team Leadership and Management 
  1. Lead, mentor, and manage the Service and Training team. 
  2. Oversee the scheduling and delivery of customer training sessions, using data analytics to forecast demand and allocate resources efficiently. 
  3. Foster a culture of innovation, encouraging the team to leverage AI tools to streamline workflows and enhance service delivery.
  4. Ensure that the Service and Training Scheduler, Specialist, and external contracted trainers are aligned with broader customer success strategies and company objectives. 
• Optimization and Training Programs 
  1. Oversee the implementation of optimization and training programs that enhance customer success and retention. 
  2. Design and implement scalable training programs informed by customer usage data, feedback trends, and performance metrics.
  3. Use AI-powered tools to personalize training content and delivery based on customer profiles and engagement patterns.
  4. Collaborate with Product and Data teams to ensure training materials are continuously optimized using real-time insights.
  5. Work closely with the Service and Training Specialist to ensure that complex customer needs are met through tailored training and integration support. 
  6. Ensure training content developed in the Product Management division is well-aligned to customer needs and tailored as necessary.   
  7. Leverage data and technology, including artificial intelligence, to monitor team performance, customer engagement, and training effectiveness, ensuring consistency, quality, and efficiency. 
  8. Design and deliver professional development offerings that are not only educational but are positioned as premium, revenue-generating services.
  9. Collaborate with Sales and Customer Success teams to identify and package training solutions that meet customer needs and drive upsell opportunities.
  10. Lead the creation and refinement of monetizable service offerings, such as custom training, curriculum mapping, and data-driven performance reviews.
• Consultant Management 
  1. Manage and train a group of outside consultants who assist with training and optimization services, ensuring quality and consistency in service delivery. 
  2. Provide additional expertise and resources to contracted trainers for districts with unique requirements. 
  3. Implement systems for consultants to capture and report data-driven insights and upsell opportunities.
• Collaboration and Reporting 
  1. Partner with Customer Success Managers to ensure seamless communication and alignment.
  2. Regularly report on KPIs and training effectiveness, using dashboards and AI-generated insights to recommend improvements.
  3. Track and report on the revenue impact of training programs, using data to refine offerings and demonstrate ROI to internal stakeholders.
• Process Improvement 
  1. Continuously identify trends and insights to inform strategic decisions and process improvements.
  2. Collect and analyze customer feedback to refine and enhance the effectiveness of the Services and Training team based on quantitative and qualitative data.

WHAT YOU’LL BRING 

• Leadership and Team Management 
  1. Proven experience leading high-performing teacher training team for K-12 educators with a focus on data-informed decision-making and technology adoption.
  2. Strong organizational and management skills to oversee multiple aspects of the Service and Training function. 
• Customer Success Expertise 
  1. Deep understanding of customer success strategies, particularly in Training Services. 
  2. Experience designing and implementing scalable training and optimization programs tailored to customer needs that improve customer engagement and retention. 
• Collaboration and Communication 
  1. Strong collaboration skills, with the ability to work effectively with cross-functional teams. 
  2. Ability to translate complex data and AI insights into actionable strategies for cross-functional teams.
• Process Improvement and Problem-Solving 
  1. Ability to identify areas for improvement within Services and Training and implement effective solutions. 
  2. Strong problem-solving skills with a focus on enhancing customer success. 
  3. Experience implementing AI-driven solutions to automate workflows, personalize training, and improve operational efficiency
• Bachelor’s or Master’s degree in Business, Education, or a related field; or equivalent experience
• Minimum of 5+ years of experience in customer success, training, or related roles, with at least 3 years in a leadership position. 
• Proven track record of designing and implementing successful training programs. 
• Familiarity with AI applications in education or customer success, and a passion for continuous learning in emerging technologies.

Reports to: Director of Operations

Department: Operations

Supervisory Responsibilities:  Management

Salary Range: $107,000+, plus MBOs, commensurate with experience and qualifications.  

WE CARE ABOUT YOU 

We work hard to create a culture where we take care of ourselves and each other. We foster an environment where everyone is encouraged to bring their unique personalities and skills to work every single day. 

We offer a comprehensive and competitive benefit package that includes but is not limited to medical/dental/vision coverage, 401k plan with matching, Long and Short-term disability and Life insurance, Employee Assistance Program, Flexible Spending & Health Savings accounts, and health, wellness, and professional development benefits. 

APPLY NOW AND JOIN A TEAM THAT’S DYNAMICALLY CHANGING & GROWING! 

GENERAL INFORMATION 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Management has the right to assign or reassign duties and responsibilities to this job at any time. 

Learning.com is committed to providing equal employment opportunities to all applicants. All qualified individuals will be considered for employment without regard to race, color, religion, sex, national origin, veteran status, disability status, pregnancy, gender identity or expression, sexual orientation, or any other status protected by applicable federal law. Reasonable accommodation is available for qualified individuals with disabilities upon request.

For more information, visit us online.