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Documentation and Training Manager

SUMMARY:   

The Documentation and Training Manager leads the Documentation and Training team and is responsible for user-facing documentation and training materials, customizing user-facing materials for each state customer and creating a library of all print and online user materials. This position partners closely with Program Management, Customer Support, Product Management, Publications, Scoring Services and Technology. This position requires creativity in developing user resources and training that are role-specific, engaging and provide a best in class user experience.

We provide a collaborative, fast-paced, growth-oriented environment. You will be expected to perform at a high level and in return you will be provided with a clear, personal and professional growth path.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Lead the Documentation and Training team, further building a culture of collaboration, high performance, and continuing professional development.
  • Offer clear work direction and appropriate support to team members.
  • Collaborate with team members and business partners
  • Manage ownership of all print and online user-facing documentation and training materials, including technical user documentation; print and video tutorials (Captivate or Articulate); product guides; webinar training facilitation; and in-person training materials to be delivered by internal business partners. Customizes materials for clients.
  • Manage design, development, and version control for materials.
  • Understand the products and optimize the user experience of through training and materials.
  • Manage the administration of the knowledge base (templates, standards, review process, etc.).
  • Establish or refine training and documentation standards.
  • Support responses to request for proposal, including writing or refining training and documentation text.

EDUCATION REQUIREMENTS:

  • Bachelor's degree in marketing, communications, journalism, or similar field.
  • Minimum 6 years in design, development, implementation and evaluation of user resources and training materials
  • Minimum 3 years of experience supervising employees and success leading a team
  • Minimum 3 years of experience in high tech and/or education industry
  • Instructional design including appropriate application of adult learning principles
  • Facilitation skills in both online and in-person delivery
  • Rapid e-learning tool (e.g. Captivate, Articulate) proficiency preferred
  • Proven success consulting with business partners
  • Excellent verbal, written and interpersonal communication skills
  • Time management skills, including managing competing priorities
  • Strong customer focus
  • Excellent communicator with ability to persuade across all levels of the organization
  • Tolerance for ambiguity and change
  • MS Office (Word, Excel, Outlook, PowerPoint) proficiency
  • Available for domestic travel up to 10%

OTHER REQUIRED QUALIFICATIONS:

  • Must be authorized to work in the United States and not require sponsorship now or in the future
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