API First Education Program Manager
GlobalLogic
June 2023 – Present
In this role, I’m responsible for providing technical product managers, architects and developers at a large global telecommunications company with a blend of curated and custom learning content to help enable the client’s API First journey. Specific duties include:
- Lead API First Education program as part of API First Center for Excellence (C4E), designing / developing / delivering facilitator-led and on-demand technical learning content, including course development for API Product Design, API Governance and REST API Design Basics.
- Design, schedule, organize and facilitate hands-on lab sessions intended to enable and empower API developers to deploy their APIs across multiple development and production environments within the API First platform.
- Design multi-tiered API certification and evaluation program for technical product managers, architects and developers to encourage internal API First platform adoption throughout the company.
- Write bi-weekly API First Newsletter delivered to more than 200 technical product managers, developers, leaders and executives along with regular blog updates and design infographics as a central deliverable of a comprehensive communication strategy.
- Design learning pathways segmented by skill set and role for Workday LMS and Degreed.
- Write and publish regular blog articles, job aides and user guides providing technical instruction to developers on improving API design (e.g., RAMM adherence) without requiring in-class instruction time.
Workday Training Program Lead
North Highland
September 2022 – June 2023
In my second training lead role with this client, I was responsible for helping to implement a global training strategy for a Workday HRIS launch, enabling the global HR team to successfully implement Workday across all Human Resources departments. Specific duties included:
- Conduct needs analysis to identify and categorize learning needs across all of client’s global HR workforce, particularly within Recruiting, Talent Management and HR Operations.
- Design / develop comprehensive global curriculum supporting Workday HRIS tasks and activities customized for each HR business unit, across more than a dozen work groups, including participant guides, facilitator guides, quick start guides and other documentation.
- Design and produce a series of narrated and animated videos highlighting key Workday processes, tasks, and functions.
- Plan and lead global Train the Trainer Champion series, hosting nearly 100 regional training leads and preparing them to train their work groups by providing technical instruction on Workday along with classroom management and facilitation training.
- Design training effectiveness metrics to identify global launch readiness for Phase 1 of the client’s Workday rollout.
Sr. Program Manager
RealWear, Inc.
June 2021 – September 2022
In this role, I was responsible for helping to onboard new employees, design and implement internal processes which helped to ensure success, and design Human Resources solutions for performance management and improvement. Specific duties included:
- Design, develop and execute a personalized new hire onboarding program which scaled based on role, location, and responsibilities. This program included on-demand courses, remote facilitation and extensive documentation.
- Design, develop and implement a Performance Review application using PowerApps, PowerAutomate and SharePoint which allowed employees, their supervisors, and their department leaders to track progress toward KPIs and performance improvements throughout the year — a first for the company.
- Design, develop and implement skill improvement programs for employees at all levels of the business using a blend of custom-designed eLearning and instructor-led courses and off-the-shelf curated content.
- Establish, develop and maintain relationships with a variety of external content vendors and development consulting agencies to curate employee and leadership development programs.
Sr. Training and Enablement Consultant
Direct Channels Group
February 2020 – June 2021
In this role, I was responsible for project management and instructional design for the Global Risk & Underwriting team at a large, global financial company. Specific duties included:
- Conduct needs analysis to determine best approach for converting instructor-led content to self-paced/on-demand eLearning content.
- Produce comprehensive project plan and milestones mapping out the scope of the project and identifying key stakeholders, reviewers and deliverables.
- Design interactive eLearning content development using Rise 360, focusing on educating employees new to Global Risk & Underwriting and enabling them to understand Global Risk & Underwriting role in the sales process.
- Regularly engage with key project SMEs from Global Risk & Underwriting team to ensure training content effectively communicated complex risk and underwriting processes, standards and guidelines.
- Design and develop learning aides and reference guides using motion graphics, video and print.
- Deliver suite of eLearning courses which became substitutes for in-person facilitation during remote-only training period.
Head of Global Learning
RealWear, Inc.
April 2019 – February 2020
In this role, I was responsible for all Product, Process and Human Resources training and enablement for an assisted reality startup. Specific duties included:
- Source, procure and launch the company’s first learning content management system (LCMS) integrated with Office 365.
- Design, develop and deliver a blended on-demand/virtual instruction new hire course for all RealWear internal employees.
- Participate in the design of internal sales process targeting enterprise customers for proof of concept assisted reality deployments.
- Design and deliver content which enabled new customers (field service technicians, manufacturing facility workers, industrial workers) on how to use voice command prompts effectively to control assisted reality devices while in the field.
- Administer and provide reporting on regular internal compliance training and acknowledgements.
Sr. Training Lead
Randstad
June 2018 – March 2019
In this role, I was responsible for training program leadership and content development to enable a global product and materials management software launch. Specific duties included:
- Conduct needs analysis to identify and categorize learning needs across all of client’s global material developers, product designers and operations team members.
- Design and write training workbooks, quick reference guides, and knowledge base articles to enable office-based materials designers and manufacturing facility workers to effectively transition from spreadsheet-based materials management to SaaS materials management applications.
- Travel to East Asia to deliver on-the-ground instruction and operational support in facilities throughout East Asia (Shanghai, Singapore, Hong Kong, Taipei.
- Provide post-launch support by rapidly designing and publishing help guides and knowledge base articles.
Sr. Training and Enablement Consultant
Direct Channels Group
October 2015 – June 2018
In this role, I was responsible for designing training and enablement content for the Global Sales Enablement team at a large, global financial company. Specific duties included:
- Design and deliver a blended New Hire Onboarding program for all Global Sales Executives within the division.
- Organize, design, schedule and deliver quarterly New Hire Sales Summits on-site at client location in New York. This included identifying senior leadership and executive speakers to contribute to the session and working with them to design presentation materials and scheduling their sessions.
- Analyze professional development needs for Sales Executives and curate a library of multimedia content for sales team which included podcasts, custom-designed animated video, a library of curated white papers and use cases, and other news updates as needed.
- Design, publish and maintain the Global Sales Playbook providing sales executives with strategies, case studies and Salesforce process instruction for logging contacts, leads and sales.
- Facilitate regular virtual training sessions providing instruction on sales techniques and evaluating sales acumen for new sales executives.
Sr. Training Manager
Cricket Communications
September 2006 – March 2015
In this role, I was responsible for leading a team of 12 instructional designers and LMS administrators enabling a global network of customer service representatives and retail store sales staff. Specific duties included:
- Lead weekly staff meetings and daily standups to discuss in-flight projects and upcoming development tasks.
- Assign instructional designers to projects and help to provide scope and level of effort analyses to GTM and PMO teams.
- Oversee training efforts at global vendor call centers in Nicaragua and the Philippines, including regular on-site trainer assessments.
- Regularly consult with Quality Improvement teams to identify areas of improvement for knowledge base and help resources.
- Deliver monthly training to retail sales store managers to improve customer satisfaction and increase store sales.
- Conduct quarterly and yearly performance reviews of staff and help staff to define and achieve their performance goals.
- Identify staff skill development opportunities and successfully advocate for time and resources with executive leadership to constantly improve skill sets amongst staff team members.
- Actively participate in senior leadership business reviews of the department and our progress.
Training and Operations Analyst
West Corporation
August 2002 – September 2006
In this role, I was responsible for designing and training and support content for call center representatives supporting a regional wireless carrier. Specific duties included:
- Design New Hire onboarding curricula for outsourced call center representatives across all product and business lines.
- Design and launch the business line’s first knowledge base consisting of hundreds of help articles, SOPs and process documents, with minimal IT administrative support.
- Facilitate New Hire and upskill training on an as-needed basis in national and international facilities.
- Oversee the implementation of all business line training programs in a new overseas facility and provided on-site support on a rolling, quarterly basis.