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Postmates // on-demand delivery
 
Design, Full Time    Nashville    Posted: Wednesday, October 30, 2019
 
   
 
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JOB DETAILS
 

Postmates is on a mission to help people unlock the best of their cities -- & their lives -- with an industry-leading on-demand anything network. Were the first & still the leading company in the on-demand space -- with a fleet of more than 300,000 Postmates, the largest network of merchants in the U.S. & a brand that has become a verb in pop culture. Were looking for people who arent afraid to be first -- or eccentric, & who are passionate about creating the new, new.

Were seeking an adaptive & fast-learning leader to implement & continuously improve the associate training experience & knowledge base. The Senior Manager of Knowledge Management & Learning Experience Design manages a team of content creators & learning facilitators, owning the content management & training strategy for Postmates unique customer base of merchants, fleet, & buyers. The Senior Manager will engage cross-functionally to ensure company goals & key results, always championing the team & company culture.

RESPONSIBILITIES

  • Coach, lead, & grow two high-performing teams & influence strategic decisions around content management & training capabilities as Postmates evolves
  • Collaborate with customer experience leaders to understand & prioritize content needs to increase consistency between support policies & content
  • Create, conduct, & analyze needs assessment to determine & prioritize organizational needs across training & knowledge management
  • Aid in the development & creation of design documents, course content, lesson plans, audio/visual aids, test criteria, handouts, learning aids, & measurement tools for all training programs
  • Measure & analyze content effectiveness across channels & drive continuous improvement in best practices & guidelines
  • Measure effectiveness of training programs by analyzing learner feedback to ensure business needs are met
  • Provide direct feedback & coaching to team members to aid in the refinement & development skills
  • Assess the current state of training across lines of business & drive improvement in how training is curated & distributed
  • Develop & execute training strategies, specifically the expanded use of just-in-time videos
  • Assist with the implementation & management of new training distribution platforms
  • Partner with Quality team to understand & prioritize quality attributes into all materials produced by knowledge management & learning experience designers
  • Partner with HR & People team to help managers develop their team members through career pathing & implement various learning methods companywide (e.g. coaching, job-shadowing, online training)
  • Travel to other Postmates offices, retail centers, & partner sites may be required (domestic/international)

EXPERIENCE & SKILLS

  • 5+ years direct experience leading others & coaching
  • 5+ years as a senior learning or organizational development consultant or training manager
  • 5+ years experience in content development, management, & strategy (or related fields)
  • Ability to understand tools & systems that combine people, process, & technology to produce outcomes
  • Ability to quickly learn new technologies & user support applications
  • Ability to build relationships with stakeholders across the organization & drive shared outcomes
  • Ability to influence teams cross-functionally toward achieving individual & company-wide goals
  • Ability to comfortably lead in a fast-paced startup environment subject to change
  • Knowledge of principles & methods for curriculum & training design (e.g., ADDIE model)
  • Experience using & implementing learning management systems (LMS) functionality & standards
  • Experience using & implementing content management systems (CMS) to create, maintain, house, & publish content
  • Experience in Knowledge-Centered Support (KCS)

BENEFITS

  • Competitive salary
  • Generous stock option plan
  • Medical, dental, & vision insurance
  • Large monitors, comfortable chairs
  • Awesome work environment at a company with a huge vision
 
 
 
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