A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our captivating core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products turn data into practical instructional support to help students at every skill level build a strong foundation in early reading and math. Our programs provide teachers with powerful tools that help them understand and respond to the needs of all their students. Today, Amplify serves five million students in all 50 states.
This new position will report directly to the Director of Customer Care & Support Operations, and will be directly responsible for maintaining an ongoing communication and relationship with the product leads for each product line, and developing training materials and presentations that will be used to onboard, train and coach new and existing members across the different areas of the Customer Care and Support team. They will also be responsible for developing and delivering training on the different processes, tools and systems used as part of the day-to-day operations of the CC&S team, including but not limited to Talkdesk, Salesforce, Intercom, Netsuite, JIRA, and enrollment import protocols.
Responsibilities:
The CC&S Trainer will be a product expert, responsible for developing and delivering training on one or multiple Amplify products. This role will be responsible for:

• Designing effective and engaging training sessions and knowledgment assessments that ensure employee and contractor readiness to provide support on new products, product upgrades, and/or to pick up new tasks, using new or existing tools, systems, processes and/or protocols, as implemented across the Organization and the Customer Care and Support team.
• Working with product owners and product subject matter experts to thoroughly learn about every relevant aspect of each of Amplify's product lines.
• Working with CC&S leadership to acquire solid knowledge on the different processes, tools, and resources currently in place across the different areas of Customer Care and SupportHaving constant and direct communication with product owners to stay ahead of any changes, new releases, or new products within their assigned product lineWorking with all CC&S department managers to create and coordinate training schedules for best implementation of individual or group training sessions
• Supporting the different CC&S teams during times when volume requires "all hands on deck," including but not limited to Education Support, Customer Support, Enrollment and Licensing, and Implementation, utilizing their expertise to assist customers and other team members on an as-needed basis

Requirements:
Non Technical:

• The ideal candidate must have relevant experience teaching adults, or relevant teaching or training background, as well as experience teaching and/or training both in person, as well as remotely;
• Have solid curriculum and lesson design experience, as well as experience creating formative or summative assessments;
• Have an existing familiarity with Amplify products in both purpose and navigational;
• Expertise analyzing assessment results in order to identify knowledge gaps, training needs, as well as make recommendations on career development goals and objectives;
• Ability to manage multiple training requests and anticipate training needs to ensure materials and courses are always ready to be delivered when needed;

Technical Skills:

• Ability to use and problem solve potential light training platform issues - Meet/Zoom issues, browser/cache issues
• Proficiency in module creation tools, including MS Powerpoint, Google Slides, EasyGenerator, video recording programs, as well as delivery platforms such as Zoom, Google Meet, and Webex
• Experience with both macOS and Windows 7-11 computer operating systems, including troubleshooting basic browser, cache, and system issues
• Prior experience using and/or delivering training on Talkdesk, Salesforce, Intercom, Netsuite, JIRA, or other similar systems.
• Strong familiarity with the ADDIE model - Analysis, Design, Development, Implementation, and Evaluation-representing a dynamic, flexible guideline for building effective training and performance support tools is desired

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.