We’re looking for a Manager, Customer Support Training & Development to help us execute on a comprehensive, customer-first approach to our Global Hootsuite’s Customer Support Enablement Strategy. Reporting to the Director, Customer Support Enablement, this role will be accountable for leading efforts to intelligently build and deliver robust learning and development programs serving all employees in the Customer Support organization, including leadership. You will lead a team of Training Specialists to ensure that training delivery provides the optimal learner experience and that training materials are developed, enhanced and maintained. This role reports to the Director, Customer Support Enablement and is based remotely across Canada in accordance with Hootsuite's local employment entities) or in Mexico City, Mexico. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model.
WHAT YOU’LL DO:
- Manage a team of Training Specialists, including selection, coaching, mentoring, development, performance management, and all other people-management practices, including DE&I.
- In partnership with the Director, create the learning and development strategy, connecting it to business outcomes and needs.
- Lead the Training Specialists to deliver effective learning programs (Orientation, Core Product Support training, Customer First, DEI, Leadership, Upskilling, Career Coaching and others as defined by the business objectives)
- Lead the planning and execution of quarterly roadmap sessions, collaborating with stakeholders to identify, prioritize, and implement targeted enablement and learning initiatives and OKRs, aligned with Customer Support strategy and needs.
- Build and sustain lasting relationships with business leaders to generate a deep understanding of business needs and data-driven solutions and facilitate partnerships that enable successful learning outcomes
- Design, develop and augment Hootsuite’s existing leadership programming with targeted Support Operational leadership training modules (Leadership onboarding, portfolio management, project management, etc)
- Own the development and delivery of a comprehensive onboarding program for our Global Support Organization, continuously enhancing it to align with industry trends and meet evolving team needs.
Work closely with Training Specialists to maintain, enhance and manage programs to support high visibility and high impact enablement initiatives.
- Implement a robust system to track, monitor and report the learning progress of our Global Support teams, including implementing scalable learning assessments and providing actionable insights to continually enhance and optimize the enablement strategy.
- Build change management expertise and capability within the Support leadership and training team to operationalize all support strategic and transformational projects.
- Collaborate with the corporate L&D team to partner/align on organizational vs department level training programs.
- Perform other related duties as assigned
WHAT YOU’LL NEED:
- Approximately 8+ years of Learning and Development experience in roles responsible for organizational development, leadership and people development, preferably in a SaaS or Support Operations environment
- In-depth knowledge of the Hootsuite Product suite of products and proven ability to quickly learn new technical information, mentor and train others
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
- Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
- Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
- Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
- Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
- Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
- Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
- Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team
WHO YOU ARE:
- Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
- Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
- Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
- Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.
- Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
- Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
- Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
- Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.
In all we do, our six guiding principles light the way:
Step Up: Dare to go beyond the expected to achieve greatness. #StepUp
One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
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What We Do
Hootsuite has been on the pulse of how people use social media for over a decade. As the global leader and world’s first social media management platform, we put social to work in every corner of every organization, from the smallest business to the largest enterprise. We are committed to helping customers harness the power of social media to ignite their brand and business. How? Over time, we’ve adapted our software to help businesses reach their customers more efficiently across multiple platforms, improve their customer service and gain deeper analytics and consumer insights. Through our deep expertise in social media management, social insights, employee advocacy, and social customer care, we empower organizations to strategically grow their brands, businesses, and customer relationships – while guiding them through the wild world of social media. Put simply, we help our customers with: Social media marketing: Create, schedule, publish, and manage content and ad campaigns across social networks from a single dashboard. We help maximize the impact of social marketing by providing real-time insights, so customers can focus on other areas of their business. Social care: By combining the power of conversational AI with the human touch of our customers’ team(s), our customer messaging platform delivers exceptional customer experiences at scale. Social customer care: We help our customers meet their customers where they are at. Using Hootsuite, businesses can view and manage all of their customer conversations in one dashboard, providing service that’s seamless and personal.
Why Work With Us
As the creators of social media management, Hootsuite has been on the pulse of this dynamic and ever-changing space since our inception. Working at Hootsuite means being at the forefront of social innovation, tapping into courageous creativity to guide customers through the wild world of social, and helping to define what it means to ‘be social.’
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