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CommerceHub provides hosted integration, drop ship fulfillment & product content mgmt.
Albany, NY    Posted: Thursday, February 07, 2019
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Responsible for the management of deliverables as they relate to communication & training to support internal & external stakeholders to ensure operational readiness, effective change management, & change transition.

The Operations Communication & Training Manager is responsible for the following:

  • Gather/develop & document requirements for system/process/operational changes, as well as assess & quantify impact of new features, enhancements, & changes that affect business processes.
  • Plan & manage tasks to implement & operationalize changes
  • Communicates/coordinates system problem resolution with project leaders/associates & business partners.
  • Create metrics to determine success for critical milestones.
  • Evaluate current processes & technologies for cost efficiencies & effectiveness, recommend appropriate changes & lead execution/change transition of recommended & approved changes.
  • Identifying user training needs, devise, & manage staff certification & training programs.
  • Stays abreast of new system functionality, developments, methods & techniques including internal work processes, policies, & procedures that may impact forecasting & scheduling to ensure staffing proactively meets demand & delivery of consistent service.
  • Managing a content team consisting of writers & instructional designers
  • Ensuring that the team employs best practices to write, edit, approve, & deliver content to clients
  • Provide editorial, creative, & technical support to team members
  • Track analytics to monitor content engagement levels for communications, & support & training content
  • Ensure consistency, quality, & usage of best practices in all external communications & training
  • Develop scripts & supporting materials for internal & external videos
  • Tailor change management communications to stakeholders & client audiences
  • Implement training plans for clients & internal stakeholders
  • Lead team to develop, assess & facilitate training for new & current Operations employees
  • Manage the logistics of learning & create an effective learning environment proving successful knowledge transfer
  • Conduct analysis of processes & procedures focused on improving the customer experience & key metrics
  • Review & understand potential negative effects on the customer experience prior to new launches
  • Work with Operations leadership to manage customer impacting issues as they arise
  • Work to identify opportunities that improve the client experience from an operational perspective

Successful candidates will have:

  • Bachelors degree in computer science, Communications, Journalism, English, or related discipline.
  • 5+ years relevant implementation experience in enterprise projects that impact business operations, with an emphasis on client-facing areas.
  • 3+ years of project management or implementation lead experience, PMP preferred.
  • Knowledge of Scrum Agile methodology & SDLC processes.
  • Lean, six sigma, or other process improvement methodology experience. Certification is preferred.
  • Proficiency in SQL, as well as in-depth knowledge of report writing / database tools & Microsoft Office applications.
  • Advanced knowledge of HTML preferred
  • Proficiency with popular content management systems
  • Proficient with popular learning management, & e-learning software (Articulate Storyline, Camtasia, or similar)
  • Ability to demonstrate & articulate creative thinking & a willingness to implement new approaches.
  • Must possess excellent written & verbal communication skills to communicate complex & technical information clearly & concisely.
  • Ability to analyze customer related data & draw conclusions leading to improvement initiative recommendations

Additionally, knowledge of and/or experience with the following is a plus:

  • Working knowledge of EDI & e-commerce strongly preferred.
  • Proficiency in designing workflow processes & the reports/views to manage the processes is strongly preferred.
  • Salesforce experience strongly preferred.
  • Retail industry and/or supply chain experience is a strong plus.
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