Staff Services Education Manager - PS Enablement

Job description

3200860
Additional Cities

San Ramon
Career Level

Experienced
Relocation Assistance

No
Business

GE Digital
Business Segment

Digital Services
Function

Services
Country/Territory

United States
Additional States/Provinces

Alabama, Alaska, American Samoa, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Guam, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Northern Mariana Islands, Ohio, Oklahoma, Oregon, Pennsylvania, Puerto Rico, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, United States Minor Outlying Islands, Utah, Vermont, Virgin Islands, U.S., Virginia, Washington, West Virginia, Wisconsin, Wyoming
Postal Code

94583
Role Summary/Purpose

Reporting to the VP, Operations & Enablement, the Staff Education Services Manager - PS Enablement will define, develop and deliver learning to our direct professional services team members and, when appropriate, to ServiceMax partners.
Essential Responsibilities

Working with PS leadership and the PS Innovation, Product Education and Partner Success teams, this person will define learning paths for the various Professional Services roles, leverage existing content or develop new materials to address those paths and package all of that learning for consumption by Professional Services employees. This person will promote a culture of collaboration, continuous learning, skills excellence and process rigor to continuously improve the effectiveness and efficiency of the Professional Services team.

In this role, you will:

·  Provide training to team members which enables them to deliver exceptional customer experience through business practices, product knowledge and program tools.

·  Create, improve and/or modify training content for best long-term outcomes to include consumable on-demand content, scheduled webinars, ILT events and certification programs. Leverage existing GE Digital content (e.g. BrilliantYou), curating and promoting the most relevant for consumption by ServiceMax PS.

·  Collaborate with existing product certification programs and teams within both the GE Digital realm and our alliance partners to ensure Professional Services employees achieve and maintain all appropriate product certifications.

·  Collaborate with PS leadership and appropriate PS teams to plan, coordinate and deliver periodic, new hire on-boarding classes.

·  Organize, coordinate and present periodic training to ensure PS team and relevant partners are kept up to date. Examples include: Annual PS All-Hands event, Bi-Weekly PS All Hands Call.

·  Assess coaching needs with management and help identify role strengths, weaknesses and areas of ongoing behavioral skills development for roles and team members.

·  Work closely with managers, align on coaching plans and areas of improvement needed.

·  Periodically evaluate training programs to determine if appropriate skills and job knowledge have been achieved and maintained in the workplace.

·  Stay current on company procedures, sales initiatives (that PS will support), marketing campaigns, processes and industry related information.
Qualifications/Requirements

Basic Qualifications:

·  Bachelor’s Degree

·  3+ years’ work experience in product training and/or Professional Services enablement, training & development.

·  Demonstrated success coordinating with global teams.

Eligibility Requirements:

·  Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job

·  Must be willing to travel 50% depending on your work location

·  Must be willing to work out of an office located in San Ramon, CA or your home office in your state.
Desired Characteristics

·  Ability to perform in a high-pressure environment juggling and executing on multiple priorities.

·  Experience building, delivering and monitoring successful enablement programs that included effective metrics and reinforcement that changed behavior and improved outcomes.

·  Instructional design experience is a plus.

Technical Expertise:

·  Analytical and strategic thinking skills

·  Demonstrated problem solving and creative skills, ability to exercise sound judgment and make decisions based on business needs and priorities to go beyond the status quo.

·  Ability to deal with ambiguity, strategic agility, manage diversity and drive for results

·  2+ years’ experience implementing and/or developing training for Salesforce.com

·  2+ years’ experience implementing and/or developing training for ServiceMax

·  Proactively identifies enablement needs based on performance levels or product offering changes; Proactively shares 'best practices' to improve proficiency.

·  Helps to develop internal cross-team relationships.

·  Communicates pertinent issues to PS and Partner teams.

·  Identifies key issues with enablement processes and focuses resources/assistance where appropriate.

·  Coaches and trains other team members on PS enablement best practices.

·  Draws upon non-traditional solutions; constantly thinks out of the box

Business Acumen:

·  Background in influencing cross-functional teams toward execution of a strategic initiative. Experience working with decentralized, field-based PS teams.

Leadership:

·  2+ years’ experience leading small teams (direct or indirect) in a rapidly evolving organization (preferred).

·  Goes beyond conventional modes of thinking and approaches problems, and creatively develops innovative, alternatives possibilities beyond the obvious.

·  Develops and executes integrated, multi-faceted communications that provide the audience with concise facts.

·  Addresses business concerns and presents the implications of various alternatives.

·  Presents in a manner that is compelling, engaging and relevant to PS audiences.

Personal Attributes:

·  Exhibited capability to break down complex issues with the goal of mitigating/eliminating barriers.

·  Independent, self-directed, with a strong attention to detail.

#DTR
About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening.
Primary Country

United States
Primary State/Province

California
Primary City

San Ramon