Responsible for the design, development and evaluation of Charter's technical, customer service, sales, marketing, and leadership training programs. Partner with business units, project managers, and subject matter experts to conduct needs analysis and training solutions. Work in conjunction with Curriculum Developers and Managers to recommend and develop training programs in support of organizational objectives. Facilitate Training Certifications for all functional areas and partner to provide performance support for Training Delivery Organization.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Design, develop and evaluate the effectiveness of technical, customer service, sales, marketing and leadership training; serve as creative and planning resource to internal customers
Participate in the design and integration of technical, customer service, sales, marketing, and leadership classes into a comprehensive curriculum for each training function
Provide recommendations for training programs to Curriculum Managers. As developed, create and implement evaluation plans to demonstrate business impact of all training initiatives
Act as an instructional design subject matter expert
Design, coordinate logistics, and delivery all Train the Trainer certifications
Serve as project lead for each design and development project and lead all train-the-trainer certifications
Research and analyze training options, delivery methods and techniques
Manage external resources to maximize cost effectiveness and quality
Serve as a resource to less experienced Curriculum Developers
Demonstrate expert knowledge of assigned projects as well as development processes and standards
Maintain current knowledge of latest industry tools and processes
Ensure training is innovative, engaging, and on the cutting edge of training technology
Contribute to improve team processes and standards
Apply business skills to managing instructional design
Promote collaboration, partnerships, and relationships among the participants in a design project
Serve as and collaborate with subject matter experts and conduct training needs assessments. Evaluate existing training materials and identify needs for future materials.
Develop clear objectives for the training. Select the methods for the delivery of training. Conduct reviews of new training materials.
Assess a clients learning situation, expectations, resources, constraints, learning needs, learning gaps, and tasks in relation to the organization’s mission and goals.
Conduct training needs assessment, analyze and research the technology, and infrastructure available to meet client needs.
Assist with evaluation of field trainers through leading the Train the Trainer process.
Plan and manage instructional design projects
Maintain networks to advocate for and support the training function
Provide for the effective implementation of instructional products and programs
Perform other duties as requested by supervisor
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to use personal computer and software applications specific to instructional design (i.e. word processing, spreadsheet, authoring software, etc.)
Demonstrated knowledge of training methodology
Ability to work independently and be self directed
Demonstrated project management and project leadership skills
Ability to manage multiple projects to meet target dates for implementation
Ability to quickly and effectively shift gears to meet changing business requirements
Ability to communicate with all levels of management and company personnel
Ability to maintain confidentiality of information
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to lead others to complete projects
Experience owning course development from beginning to end
Ability to work effectively on virtual teams and accommodate time zone differences
Skills / Abilities and Knowledge
Skills in instructional design methodologies
Knowledge of a variety of training delivery systems; classroom, online, web based etc.
Skills in measurement and evaluation of training initiatives
Outstanding written and oral communication skills and presentation skills
Knowledge of cable television products and services a plus
Skills in teambuilding, relationship building, and presentation
Mastery of tools, principles, and best practices for developing course materials
Facilitate partnering at a high level on all initiatives
Education (level and type)
BA/BS in Instructional Design, Human Resource Development or related field required, specialized training in instructional design methodologies required
Related Work Experience Number Of Years
Instructional design experience 4.0
Project management and project
leadership experience 4.0
Exposure to moderate noise levels
50% travel required
Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...