Helpdesk Customer Support – Training Manager

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.