Job Summary:
The Training and Development Officer is responsible for supporting the successful on-boarding, engagement, and ongoing use of educator programs and digital learning platforms by teachers, schools, and partner organizations. The role focuses on ensuring a positive user experience, responding to stakeholder concerns, facilitating training activities, and monitoring engagement to support program adoption and satisfaction.
This role serves as the primary operational support for educators and schools while working closely with internal teams to ensure stakeholders receive timely assistance and maximize the value of the organization's programs and resources.
Key Responsibilities:
Customer On-boarding & Support
- Support on-boarding activities for schools, teachers, and partner organizations.
- Conduct orientations, platform walkthroughs, and training sessions.
- Assist users with inquiries, concerns, and technical or program-related issues.
- Ensure timely resolution of stakeholder requests and concerns.
Stakeholder Engagement
- Maintain regular communication with teachers, schools, and program participants.
- Build positive working relationships with stakeholders.
- Gather feedback regarding program implementation and user experience.
- Support community engagement initiatives and learning events.
Program Adoption & Monitoring
- Track participation, platform utilization, and engagement metrics.
- Identify inactive users and coordinate engagement activities.
- Monitor stakeholder satisfaction and escalate concerns when necessary.
- Maintain accurate records and stakeholder databases.
Program Operations
- Assist in scheduling webinars, training sessions, and community activities.
- Coordinate with Content, Communications, and Operations teams.
- Prepare reports and documentation related to program implementation.
- Support execution of customer success initiatives.
Job Qualifications:
- Bachelor's degree in Education, Communications, Business, Marketing, Psychology, or related field.
- At least 2 years of experience in a combination of the following: training & learning facilitation, customer service, account management, community engagement, or related roles.
- Strong communication and facilitation skills.
- Experience coordinating stakeholders and events is an advantage.
- Familiarity with digital learning platforms is preferred.
