Training Manager - Customer Experience

Our Mission

At Jimdo, our mission is to help small businesses start, grow, and ultimately thrive online. Small businesses face new challenges with very little support or recognition. We know how hard this can be, because we have been in their position. That’s where you can help us—by designing intuitive tools to help small businesses solve complex problems.

With a forward-leaning and self-driven attitude, we continue to find new ways to help our customers get their ideas out into the world. As a team, we run at a steady pace to achieve what we aim for. We learn best by gathering data, trying new things, and sometimes even falling down along the way. It’s the lessons we learn in the process that make us better problem-solvers for small business owners.

If you’re motivated by our mission and excited to roll up your sleeves, try new things, learn from mistakes, and make a difference to small businesses around the world, we would love to work with you.


Location

We are happy to invite you to work with us in our office in Hamburg or permanently remote from any location where you are permitted to work from. Wherever your working location of choice will be, we will make sure you get proper onboarding (virtual or in person) and that you are fully equipped to become part of the team from day one.

We will support you in case you would like to relocate to Germany,

Your Mission

Jimdo is expanding rapidly their product and service offering to continuously provide small businesses with the right tools to thrive and the customer experience is an important piece of the strategy to make sure this happens. Our Support Operations team needs to align this hustle in order to provide outstanding support to our Customers.

In this newly created role you’ll be responsible for the successful implementation of training experiences and the enablement of our people through strategic leadership of our training delivery practices to deliver world leading onboarding, upskilling and professional development programs for the Customer Experience and Success teams.

You’ll be responsible for building from scratch Jimdo’s training practices and capabilities to ensure every person within Customer Support successfully onboards and has world class development. Going beyond the technical requirements, this role works to develop the right mindsets, skill sets, and habits to drive Jimdo forward.

Responsibilities

  • Design learning curricula to help deliver the vision and strategy for the Jimdo Support and Success Operations.
  • Translate business needs into training curriculum and enablement content in support of the field and their requirements for success.
  • Develop assessment approaches that conform to best-in-class accreditation strategies and processes
  • Collaborate with others across Operations to understand the training needs and build impactful training that leverages the latest technology and adult learning concepts
  • Ensure adult learning principles and systematic instructional design are applied to create the required learning solutions and programs applying to create learning content that best fits the needs of the learner (includes online, classroom, virtual instructor-led training and blended learning content).
  • Analyze our metrics data to evaluate what are the high-priority topics that would benefit from development of new training modules
  • Partner with cross functional teams across the company to get relevant modules developed and delivered, in accordance with the strategy you set out
  • Design, develop, deliver and evaluate high-priority training modules
  • Identify what support metrics for measuring effectiveness and evaluate it.

Requirements

  • 5+ years of instructional design experience designing and developing training materials and content to include online/e-learning modules, instructor-led materials, job aids, online tutorials, multimedia products (video, graphic, audio), and other training materials
  • You are familiar to work with different training delivery and design methodologies like ADDIE, Bloom's taxonomy, Scenario based learning, Kirkpatrick and others,
  • Experience using data collection, research, and analysis to evaluate project outcomes and improve individual and organizational performance
  • Experience leveraging learning management systems and/or other content delivery platforms
  • Excellent writing, presentation, and visual communication skills
  • Ability to identify repeated customer and specialist-facing issues and build scalable trainings to address them