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Reporting to the Deputy Director of Advancement Operations and Campaign (AOC), the Advancement Training Program Manager will serve as both the program lead for the Advancement Training Program and as the primary technical training resource for the organization. As Advancement's technical trainer, the Program Manager will be responsible for delivering end-user training and for providing first-line technical triage and support for the Engagement, Stewardship, and Philanthropy (ESP) constituent database and its related systems, which serves over 300 end users. This includes delivering classroom-based curriculum, providing 1:1 training on an ad hoc basis, providing user support in-person and through the ESP ticketing system, identifying trends in system training needs, developing curriculum and customer support documentation, and program management for all ESP course offerings, including those taught by other instructors.
As the Advancement Training Program lead, the Program Manager manages, supports, and delivers on the entire Advancement training catalog. This complex and comprehensive training suite is tailored to the specific needs of the Advancement organization. The program operates under a train-the-trainer model, utilizes Staff Education and other university resources, and engages other specialized content providers as appropriate to maximize relevant training offerings for the organization. As a central resource for all of Advancement, the Program Manager will ensure that the entire Advancement Training Program and all technical support operate with the highest levels of customer service.
The Program Manager is also responsible for generating organization-wide awareness and understanding of the Advancement Training Program and for supporting users and supervisors directly to mitigate any barriers to access or adoption. Working closely with the Deputy Director, AOC, Sr. Operations Analyst, AOC and operations leads across Advancement, the Program Manager is responsible for ensuring that the entire Advancement Training program is meeting the needs of the business, creating benchmarking and metrics to measure the success of the program.
The Program Manager is also responsible for ensuring the Advancement leadership vision and needs for training are met, partnering with the AVC-AOC to understand and support organization-wide training priorities, gaps in current offerings, and for regularly reporting on the results and business impact of the entire Advancement Training Program.
Occasional evenings and weekends may be required.
Must have access to reliable transportation.
Thorough knowledge of training and development, performance management and workplace learning. Proven ability to apply knowledge to achieve successful organizational outcomes.
Demonstrated thorough knowledge of delivering training programs and thorough knowledge of other areas of human resources. Thorough knowledge of current training programs and trends.
Strong skills in planning, resourcing and monitoring effective delivery of training. Strong presentation skills.
Thorough knowledge of applying adult learning theories and education methodologies. Strong skills to conduct needs assessment and development of new training courses to meet organizational needs.
Strong ability to train people from a wide variety of backgrounds in the use of tool sets, especially professionals and academics and including people with varied computing skills.Ability to advise leadership, colleagues, and staff regarding program goals and objectives.
Demonstrated experience working successfully in a team and customer service environment, with emphasis on high-quality service and prompt response to inquiries or other needs for assistance.
Proven experience conducting careful project research, analyzing data, creating reports, and developing and implementing surveys. Experience working successfully with course and service statistics. Ability to analyze statistical usage data and prepare reports.
Proficient knowledge and skills with relevant business software systems; i.e., Word, Excel, Access, PowerPoint.
Advanced analytical skills to conduct analysis and develop recommendations. Strong organization and problem-solving skills. Ability to make independent decisions, initiate action and follow through. Ability to identify problems or issues, develo
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