L&D Program Manager

  • St. Louis, MO
  • Full-time

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

What does the Learning & Development team do?

We're here to help Customer Success Advocates start, run, and grow! The Customer Success Learning & Development team ensures that Customer Success Advocates are 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. Our focus areas include new hire training, continued development, internal communications, and on the job performance support.  

 

Job Summary

In this role, you will be focused on both designing, delivering, and measuring the impact of learning and development programs that drive performance improvement across the Customer Success team. There is a broad range of opportunities including soft skills development, building product knowledge, workflow efficiency, and targeting behaviors that will have the greatest impact on performance. Its demanding, but incredibly rewarding!  

This position is located in St Louis 

What youll do:

  • Designs and executes on a continued development strategy that enables the long term success of Customer Success Advocates.

  • Identifies performance improvement opportunities and measures the impact of L&D programs through data analysis.

  • Targets performance improvement opportunities identified through both data analysis and stakeholder collaboration.

  • Optimize the customer experience by developing the soft skills and technical knowledge of Customer Success Advocates.

  • Designs and facilitates training programs that build the level of both product and technical troubleshooting knowledge across the team.

  • Develops training solutions that improve the workflow and efficiency of Advocates.

  • Enables operational changes that drive efficiency and organizational effectiveness.

  • Partner with other members of the L&D team to deliver cross-functional training programs.

Qualifications

  • 2+ years of management experience preferred

  • 3+ years of experience in Learning and Development in a business setting.

  • A deep understanding and experience in performance analysis, training facilitation, and instructional design.

  • Strong public speaking, teaching, and coaching skills with a desire to see others succeed.

  • Experience with e-learning development tools and educational technology a plus.

  • An analytical, data-focused mindset with a track record of success in a metrics-driven environment.

  • A willingness to roll up your sleeves and get your hands dirty to understand the problems that face our customers and our team.

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.