Training Team Manager at Angaza

Role Description

Angaza’s Customer Experience subteam, Training, is recruiting for a Training Team Manager. This is a strategic role whose mandate is to own and optimize training and instructional content initiatives, build and manage the Training team, oversee cross-team coordination efforts, and collect and analyze performance data to maximize impact. Our offices are located in San Francisco, USA and Nairobi, Kenya. The position is domiciled in Nairobi and reports to the Director of Customer Experience. 

Requirements

• 8+ years of relevant professional experience with increasing responsibility
• 2+ years management of direct reports
• 4+ years experience in developing and delivering training content for technical products
• Technical mastery of content design and hosting platforms (e.g. Articulate, Adobe, Camtasia, Coassemble, Zendesk)
• Experience in the administration of learning management systems (LMS), knowledge bases, or similar digital knowledge management systems
• Experience in data collection, data analysis, dashboards and reporting, and performance analysis a must
• Extremely detail-oriented with exemplary follow-through and organizational skills
• Degree(s) in relevant field, Master’s degree preferred
• Previous startup experience a plus
• Exemplify Angaza’s key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative

Instructional Content and Training

• Oversee the use of best practices in user-centered instructional design to develop multimedia content, including: interactive Learning Management System (LMS) modules, help center articles, social media, videos, screenshots and diagrams, etc.
• Serve as key system administrator of learning platforms, including knowledge bases, learning management systems, customer resources, etc.

Team Coordination

• Coordinate with Merchant Expansion teams to identify unmet Merchant needs and ensure Merchant-facing teams have adequate product training and content
• Coordinate with Product team to propose and track feature requests and manage rollout of new features
• Coordinate with Customer Support and Customer Success teams to identify trends in tickets that could inform training activities or goals

Strategy and Impact

• Design and implement evaluations to test efficacy and medium-term impact of trainings and instructional materials
• Design and implement customer satisfaction surveys to evaluate customer satisfaction with learning initiatives
• Work with Business Intelligence (BI) and Sales teams to build training tracking tools and dashboards; monitor dashboards, identify and communicate data trends
• Train colleagues on use of tracking and evaluation tools and provide ongoing oversight of their use
• Own analytics for learning platforms, including knowledge bases and learning management system
• Identify key success metrics, set targets, and track progress
• Analyze and synthesize data to produce useful insights and actionable recommendations; find creative and engaging ways to communicate findings to internal stakeholders