Senior Manager – Training (Instructional Design)

Job Description

Company Description

About Freshworks:- Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies — from startups to public companies — around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna.Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Job Description

Job Description

We are currently seeking a highly experienced and dedicated Senior Manager of Training & Development (T&D) and Internal Communications (IC) to lead our Finance-Revenue Operations T&D and IC initiatives. 

This role will focus on developing and implementing comprehensive internal communications, training programs for our internal business partners, deals desk, order management, and other finance go-to-market support teams. Scope of work will include messaging, content creation, planning, strategy and creative design and deployment of content.  This role will be responsible for training and reporting on performance dashboards and internal CSAT.

Responsibilities:

• Design and conduct in-house training programs as well as online e-learning models .

• Partner with Subject Matter Experts to understand and translate complex policies, procedures, and systems–expressed in training materials, etc.– into simple, understandable training and communications materials using plain language for stakeholders. 

• Collaborate with SMEs to validate materials and incorporate feedback.

• Modify and adjust training programs as needed to achieve predefined goals and objectives.

• Record and report training programs, schedules, and results to track progress and evaluate effectiveness.

• Develop and implement a comprehensive learning strategy and program aligned with different functions and tailor development plans accordingly.

• Assess the success of development plans and make necessary modifications to enhance effectiveness.

• Create and distribute internal messaging (e.g., Intranet content, announcements, speeches, newsletters, internal social media communication, etc.).

• Act as editor for local and global audiences, creative writer for newsletter content and editor and content owner in partnership with cross-functional teams.

• Collaborate with cross-functional teams and stakeholders to ensure training materials meet sales and customer experience objectives.

• Knowledge of instructional design models is preferred (ADDIE, SAM, etc.).

Qualifications

Qualifications

• Bachelor’s degree in education, business, or related field; or equivalent business experience.

• 10+ years of operations experience with at least 3 years of experience in training and development roles.  

• Instructional design experience utilizing the ADDIE model or other established models of instructional design is a plus.

• Ability to understand relevant business processes and systems.

• Experience with executive level interactions to help drive change. 

• Exceptional influencing and instructional skills with the ability to maintain a positive work environment.

• Demonstrated affinity with employee learning and proficiency in designing and producing training materials, including e-learning courses.

• Familiarity with e-learning platforms and proficiency in various training platforms and techniques.

• Up-to-date knowledge of effective instructional models and resources.

• Excellent verbal and written communication skills.

• Strong leadership abilities and interpersonal skills.

• Attention to detail and ability to develop comprehensive training manuals.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

This employer is a corporate member of myGwork – LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.