Head of Customer Training at PagerDuty
Toronto, CA
Why We Need You The training director will be responsible for all aspects of PagerDuty’s training program. We are looking for a strong business manager with operational chops who has done this before and can hire and manage a team, structure the courses, select the technology platforms, and work with a network of delivery partners to drive results. How You Contribute to Our Vision Build a team that will design, deliver and manage the product training for customers, partners and employees Develop a training strategy and roadmap, leveraging the existing assets. Build a business model and train the trainer program that delivers training through training partners Ensure all training material is maintained and kept current Coordinate the administration of training courses, including developing and managing global training schedule Monitor, evaluate and review the quality and effectiveness of training assessment and outcomes of courses delivered Develop exams and certification program for technical resources at both customers and partner organizations Keep up to date with relevant technology (systems, software and where appropriate programming languages) used within the organization Select LMS systems and other related training technology such as VMs, webinar portals etc... Manage the P&L for the training business Work with marketing and other organizations to deliver training as part of global events About You You pretty much have built this program before and come in with a defined opinion, but willingness to adapt to specifics in our market Motivated, no-bullshit self-starter. Creative. Pragmatic. Relaxed yet enthusiastic attitude 10+ years of total technology business experience 4+ years customer facing training program design and management experience in a high tech, software company - ideally focused on developer or technical, team-oriented technologies and products Experienced in self-service, instructor lead, virtual classroom, and partner delivered training models. BS/BA/IT Degree or equivalent experience Masters Degree a plus Excellent written and verbal communication skills Excellent prioritization skills to individually detect and deliver the most important things first Ability to effectively delegate work across virtual teams Ability to manage a direct team effectively Ability to build strong peer relationships Analytical capabilities and decision quality Process oriented Customer focus And if you’ve got some of this, great: Experience building certification programs Experience training technically skilled individuals for whom English is a second language. Benefits to Get Excited About In addition to working with great people, competitive salaries, and company equity, we also offer: Working with a team of deeply passionate and intelligent people Competitive salaries and company equity Comprehensive benefits package, including medical, dental, and vision plan options for you and your spouse/family, 401k, pre-tax commuter benefits, corporate discounts, and more! Generous paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to 12 paid holidays and ample sick leave. Monthly company-wide hack days Catered lunch every day, and delicious breakfast on Wednesday mornings Tea, coffee, soda, kombucha, juice, etc, -- beverages for every mood Convenient, central Toronto office location, easily accessible to public transportation PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. PagerDuty uses the E-Verify employment verification program.