L&D Program Manager: L&D Lead

  • Atlanta, GA, USA
  • Employees can work remotely
  • Full-time
  • Alternate Location: Atlanta, United States

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a smartphone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Terminal, Square Appointments, Square Online Store, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square

Job Description

In this role, you will be leading a team of L&D Specialists focused on the various products and specialty teams of Customer Success.  This team will be at the front lines of providing all facilitation for the initial and ongoing training needs of their specialty teams as well as design learning solutions 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.

You will:

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

  • Expertise in using qualitative and quantitative data to identify and build out comprehensive learning programs for Customer Success

  • 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. 

  • Cultivate relationships with key stakeholders of the various specialty products in Customer Success to ensure that learning and development initiatives are aligned with both individual and team needs.

  • Develop and support training solutions and processes that enable individuals to grow and improve in their career journey

  • Enables operational changes that drive efficiency and organizational effectiveness.

Qualifications

You have: 

  • 2+ years of management experience. 

  • 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 desire to see others succeed.

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

  • Experience analyzing data and developing solutions to solve business problems

  • 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, qualifications, professional competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, ancestry, pregnancy status, sex, gender identity or expression, sexual orientation, age, marital status, veteran status, mental or physical disability, medical condition, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply. 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.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Flexible time off
  • Learning and Development resources

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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