Have you ever wondered what happens inside the cloud?Based in New York, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers, teams, and businesses around the world. We believe that today’s entrepreneurs are changing the world through software. Our mission is to empower these entrepreneurs by bringing modern app development within reach for any developer, anywhere in the world.

We want people who are passionate about learning, who love both teaching and training and have a desire to help our Customer Support and Success team learn and grow!

We are looking for someone who is a fanatic about managing details and who can execute that plan flawlessly. You should have a knack for turning an idea into a visual that turns into a plan. Someone who is analytically minded and data driven who thrives on managing to key performance indicators. Someone who relentlessly pursues continuous improvement through leading edge processes, tools and learning modalities. If that’s you, read on!

Reporting to the Director of Customer Support and Success Operations, the Senior Program Manager, Customer Success & Support Training ensures best-in-class new hire training, onboarding processes and content creation, continued development of the team with both product and soft skills training, and strategic thinking around maximizing individual performance and positive behaviors in their roles.

You’ll ensure the team is equipped with the knowledge and skills they need in order to be successful in their role, as well as provide opportunities for further career growth and development. Your focus will include new hire training with standard onboarding processes and content creation, continued development and strategic thinking around maximizing performance and positive behaviors with the team. You will apply the appropriate learning methods with your knowledge and expertise in adult learning theories.

What You’ll Be Doing:

• Onboarding Customer Support and Success (CSS) employees by providing them with the necessary skills and knowledge for the role while also creating an amazing onboarding experience.
• Partner with CSS leadership to understand business priorities and develop strategic training plans to support these goals.
• Manage ongoing Training Needs Assessment to identify learning and developmental needs in accordance with the department's strategic and operational plans; shadow staff to identify organizational performance gaps that influence training plans.
• Using adult learning principles and effective e-learning techniques for new and ongoing education, coordinate with subject matter experts to design, develop and deliver new and ongoing user-centric product and soft skills curriculum and courses for our support and success employees.
• Establish and grow product expertise to support the development of targeted curriculum.
• Manage all training related programs, events, cross-functional projects or other initiatives leveraging subject matter experts (SMEs) across the organization to support CSS training needs.
• Effectively prepare and guide SMEs for course development and delivery, using appropriate methods to develop and implement designed curriculum, including establishing processes to support continued evaluation.
• Manage content in our learning management platform; ensure content remains relevant and accurate over time; manage the professional relationship with our external vendor.
• May be required to facilitate training sessions/classes from time to time.
• Monitor and measure the training effectiveness by developing methods for evaluating knowledge and overall training related KPIs to assess training impact and report results to stakeholders.
• Create a process and schedule for continual feedback on the training program, regular curriculum review and modification process to support the continual improvement of training offerings.
• Maintain practical experience consistent with course development responsibilities and recognized best practices. Stay ahead of knowledge and learning trends.

What We’ll Expect From You:

• Strong initiative: Ability to get things done in a rapidly evolving company
• Leveraging your technical background and training expertise, build a training program from the ground up around our core products plus new product introductions and soft skills
• Facilitate training projects, sometimes within short timelines, using solid PMI methodology
• Partnership with managers on career related skill development
• An understanding of the roles and responsibilities within the various CSS teams to enable an ongoing careful and comprehensive needs assessment to effectively design curriculum and courses, with clearly defined course objectives and learning outcomes.
• Cross functional partnership with technical SMEs to develop and deliver training content
• Demonstrate a high level of competence in identifying and adapting to various communication and learning styles.
• Demonstrate a positive attitude toward change as well as championing important initiatives around learning and development
• Actively seek out opportunities and seen as an early adopter of new training methods, approaches--always looking for leading edge
• Adhere to company quality standards and processes, ADA compliance, style guide consistencies, and other required review cycles.
• Possess subject matter expertise in design and development of instructional materials, incorporating adult learning principles, Blooms Taxonomy, Kirkpatrick’s Levels of Evaluations, and other instructional design concepts.
• Able to facilitate large group training sessions either as the trainer or by leveraging SMEs
• Bachelor’s degree with proven experience in learning theory, instructional design, adult learning
• Experience in developing and implementing corporate learning and development programs.

Why You’ll Like Working for DigitalOcean:

• We have amazing people. We can promise you will work with some of the smartest and most interesting people in the industry. We work hard but we always have fun doing it. We care deeply about each other and take our “no jerks” rule very seriously.
• We value development. We are a high-performance organization that is always challenging ourselves to continuously grow. That means we maintain a growth mindset in everything we do and invest deeply in employee development. You’ll need to be great to get hired here and we promise you’ll get even better.
• We care about you. We offer competitive health, dental, and vision benefits for employees and their dependents, a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.
• We invest in your future. We offer competitive compensation and a 401k plan with up to a 4% employer match. We also provide all employees with Kindles.
• We want you to love where you work. We have great office spaces located in the heart of SoHo NYC and Cambridge, and offer daily catered lunches to keep your hunger at bay. We’re also very remote-friendly—we use Slack to communicate across the company—and all remote employees have the opportunity to take an all-expense-paid trip to our office to get quality in-person time with the team at least once a year. We also allow employees to customize their workstations to meet their needs—whether remote or in office.
• We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Department: Customer Support

Want to learn more about our Customer Support team? Clickhere!