About the Role

The Helpdesk Customer Support – Training Manager will define and own the strategic vision for the Training & Enablement function, developing a multi-year learning roadmap that aligns training program design, delivery priorities, and capability-building investments with organizational growth objectives.

Responsibilities

Define and own the strategic vision for the Training & Enablement function.
Establish training governance frameworks.
Serve as the senior enablement partner to Operations, QA, Product, and Engineering leadership.
Set the team's quarterly and annual priorities.
Build the Training function's brand as a credible, high-impact partner.
Directly manage and develop a team of Technical Trainers and Instructional Designers.
Hire and onboard trainers with strong technical backgrounds.
Lead regular trainer team meetings and calibration sessions.
Identify trainer skill gaps and design targeted coaching plans.
Foster a team culture of continuous learning and collaboration.
Oversee the architecture and quality of all technical training curricula.
Apply instructional design methodologies to guide the training team.
Review and approve all training materials produced by the team.
Establish a structured content lifecycle management process.
Drive curriculum innovation by evaluating new learning formats.
Oversee and quality-review the delivery of all technical training programs.
Personally facilitate high-stakes or highly technical training programs.
Establish facilitation standards and trainer delivery rubrics.
Oversee the virtual and in-person training delivery infrastructure.
Build and maintain a coaching culture within the training team.
Use expert-level SQL to extract, analyze, and model training performance data.
Design and maintain SQL-powered training dashboards.
Conduct SQL-based investigations into training effectiveness gaps.
Leverage data analysis to prioritize curriculum investments.
Present SQL-derived training analytics to executive leadership.
Own the training function's coverage of API and technical integration topics.
Review and approve all API-related training content.
Collaborate with Engineering and Product SMEs for training content development.
Define technical proficiency standards for API and integration competencies.
Ensure the training team has access to realistic API sandbox environments.
Lead the Training function's ownership of conversion tracking and attribution education.
Oversee the development and accuracy of training content on attribution models.
Build and maintain a conversion tracking training framework.
Stay current on industry developments in measurement infrastructure.
Partner with Data, Analytics, and Ad Product teams for training on marketing analytics outputs.
Own the Training function's Ads Manager platform enablement strategy.
Oversee the development of platform-specific training modules.
Ensure training content is updated within defined windows.
Collaborate with Ad Product and Solutions Engineering teams.
Build platform proficiency benchmarks for each role type.
Own and administer the Learning Management System (LMS).
Evaluate and implement LMS enhancements and third-party learning technology integrations.
Define LMS governance standards.
Leverage LMS analytics and reporting to monitor program engagement.
Stay current on learning technology trends.
Serve as the primary Training & Enablement liaison to various departments.
Partner with the QA Manager to establish a closed-loop quality feedback system.
Collaborate with HR and Talent Acquisition for pre-hire skills assessments.
Present training program performance to senior leadership.
Represent the Training function in enterprise client onboarding projects.

Qualifications

2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a related technical operations role.
Experience in a SaaS environment is strongly preferred.
Demonstrated progression into team leadership, training management, or senior technical enablement responsibilities.
Track record of building, leading, or significantly scaling a training program.

Required Skills

Expert-level SQL proficiency.
Experience using SQL to analyze training effectiveness data.
Proficiency with BI and visualization tools.
Deep proficiency with RESTful APIs.
Hands-on experience with server-side tracking implementations.
Demonstrated ability to read, parse, and debug API payloads.
Strong working knowledge of Ads Manager platforms.
High-level expertise in conversion tracking systems.

Helpdesk Customer Support – Training Manager (Digital Ads Experience Required)