EMMsphere

Senior Manager, Training Operations

-Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, leadership, and team members as necessary.
-Manage staff, preparing work schedules and assigning projects.
-Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.
-Negotiate contracts with clients including desired training outcomes, fees, or expenses.
-Monitor vendors and agencies to ensure that they efficiently and effectively provide needed services while staying within budgetary limits.
-Analyze training needs to develop new training programs or modify and improve existing programs.
-Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
-Evaluate modes of training delivery, such as in-person or virtual to optimize training effectiveness, training costs, or environmental impacts.
-Schedule classes based on the availability of classrooms, equipment, or instructors.
-Offer specific training programs to help workers maintain or improve job skills.
-Develop and organize training manuals, SCORM-compatible modules, and other educational materials.
-Develop testing and evaluation procedures, utilizing Learning Management Systems.
-Monitor, evaluate, or record training activities or program effectiveness.

Training Services Manager

EMMcare

Our training services were growing, but so was our help desk, and in 2013, we grouped them under the User Services banner. A new role, User Services Practice Manager, was created to oversee and expand our opportunities.

In this new position, I continued to develop and deliver end-user training. Still, I was also tasked with learning our internal help desk infrastructure, overseeing our help desk leads, and implementing internal certifications for all help desks.

This role challenged me like never before; I had direct reports for the first time and was tasked with large-scale, measurable, internal projects. It was an exciting opportunity that allowed me to "taste my own medicine" for training.

User Services Practice Manager

Training services were not a formal service at EMMcare until now; everyone at EMMcare wore many hats, and many, if not all, Solution Specialists worked in configuration and testing. Still, only our CEO created and delivered training to our clients.

Promoted from my entry-level role at EMMcare, I "minored" in training, creating a new path and satisfying a need not noticed until now. In this role, I continued to support end users through our help desk, but in my expanded role, I could identify knowledge gaps on the help desk and suggest and often implement solutions through training.

The "Wild West" days, as we would say, my manager and I reviewed our training materials, debated word choice, and strived to deliver a tailored experience for each client.

Training Consultant

But I thought you were a Hospitality & Tourism Management major and wanted to work at a yacht club?

Life has a funny way of putting you on a path you never expected. Through a life-long friend, I got an opportunity to be employee number nine for the small managed services consultancy EMMcare. 

Initially only qualified to answer help desk phone calls, I was quickly certified in Aprimo Marketing Operations and became the help desk lead for the number one retailer in the world.

Answering a phone call, unsure of the problem to solve on the other end of the line, kept my skills sharpened. Through thousands of phone calls and emails, I honed my ability to plainly and effectively communicate with users.

Solutions Specialist

San Diego Yacht Club

How did a guy attending a school in the mountains of North Carolina end up at a yacht club in San Diego?!

The year before my internship at the San Diego Yacht Club, I was fortunate to be selected for the Delta Tau Delta Sailing Leadership Academy aboard the Schooner Mary Day in Camden, Maine. It exposed me to a world I never knew existed. As a Hospitality and Tourism Management major looking for an internship, I was desperate to find myself on the water and as close to boats as possible.

Call it divine intervention or just dumb luck, but through the dozens of internship inquiries I sent, San Diego Yacht Club opened its doors to me, taking on its first college intern.

My ten weeks in San Diego were a dream and a blur. I spent time with the General Manager, Dock Master, accounting, reception, boutique, race committee, maintenance, restaurant, and kitchen.

While I only ended up working at a yacht club during this time, the initiative and customer service skills learned through this experience have served me well, addressing users' concerns and guiding them through change.

Intern

With nearly a decade and a half of experience in training operations and user services, I am passionate about elevating user experience and the adoption of various marketing technologies. I hold certifications in Aprimo Marketing Operations and censhare Software, and I have extensive knowledge of technical writing, user adoption, and hospitality management.

As the Senior Manager of Training Operations at EMMsphere, I lead a team of talented trainers and consultants who deliver high-quality training programs to over 25 Fortune 500 clients across different industries. I also manage the departmental policies, goals, objectives, and procedures and negotiate contracts with clients and vendors. My holistic approach to training incorporates not only technology changes but also the surrounding processes and structures, resulting in improved user satisfaction and retention.

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