Sr. Team Manager Care Support Virtual Training

Company: ADT Careers
Location: Boca Raton
Posted on: March 12, 2025

Job Description:

Summary:

The Mgr Team Sr.Care Support Virtual Training plays a critical role in driving learning and development initiatives, ensuring the effective training of employees, and leading change management efforts. Beyond traditional facilitation, this role involves overseeing training initiatives, managing administrative processes, rapidly learning and adapting to new programs, and implementing change management strategies. The Senior Trainer is an agile facilitator onsite or virtual who may be an individual contributor or manager of others, who is a key partner in enhancing employee skills, supporting business initiatives, and ensuring a seamless transition for new policies, products, and processes.

Duties and Responsibilities:

Training Facilitation and Delivery:

• Deliver engaging training to support employees at all levels.
• Achieve class performance standards, outlined success metrics, and/or expected KPIs.
• Provide coaching to develop employees and reinforce learning.
• Facilitate in-person and virtual training sessions using a variety of instructional techniques.
• Evaluate training effectiveness and work with partners to continuously refine content for maximum impact.
• Provide leadership and mentorship to Training Managers and support team members.
  Change Management and Process Implementation:
  
  
  • Quickly learn and integrate new business initiatives, policies, and procedures.
  • Develop and execute change management strategies to ensure smooth adoption of new processes.
  • Act as a liaison between leadership and employees, ensuring clear communication during transitions.
  • Serve as a subject matter expert (SME) and support the development of training materials and communication plans to drive change adoption.
    Collaboration and Stakeholder Engagement:
    
    
    • Partner with cross-functional teams to support business objectives through training.
    • Work closely with Curriculum Design, Communications, Operations, and leadership to address skill gaps and training needs.
    • Represent the training team in key meetings and project discussions.
    • Assist business units in identifying top talent and offering relevant feedback on a candidate's suitability.
      Administrative and Operational Responsibilities:
      
      
      • Manage training schedules, resources, and logistics to ensure seamless execution.
      • Oversee training documentation for new initiatives, audit and report adoption, and offer/deliver solutions.
      • Partner with stakeholders to assess learning needs and align training initiatives with business goals.
      • Support Learning Management System (LMS) content, updates, and leverage reports to make observations for improvement.
        CX Enablement:
        
        
        • Serve as a subject matter expert on customer experience (CX) best practices and methodologies.
        • Lead cross-functional efforts to embed CX principles into daily operations and training across functional teams.
        • Advocate for customer-centricity within the organization and work to build a shared understanding of CX goals and initiatives.
          People & Class Performance Management:
          
          
          • Oversee and support small and/or large class sizes, managing behaviors and driving performance achievement outcomes.
          • Evaluate class learning and performance trajectory, identify outliers, provide effective coaching, development and constructive feedback, create accountability, and look for ways to improve delivery expectations.
          • Foster a culture of continuous learning, professional growth, and innovation.
            Skills and Competencies:
            
            
            • Communication: Both verbal and written communication skills are vital for clarity and influence across teams and levels.
            • Leadership: Demonstrated ability to lead teams, manage projects, and drive performance outcomes.
            • Emotional Intelligence: Ability to understand and manage emotions, especially when handling conflict or change.
            • Analytical Thinking: Ability to assess situations, understand trends, and make data-driven decisions.
            • Problem-solving: Anticipating challenges and finding proactive solutions to mitigate issues.
              Minimum Qualifications:
              
              Education and Experience:
              
              
              • Bachelor's degree in Education, Business, Organizational Development, or a related field (or equivalent experience).
              • 3+ years of experience in training, learning and development, or instructional design.
              • Experience managing or mentoring trainers or employees in a leadership capacity.
              • Strong knowledge of adult learning principles and instructional methodologies.
              • Ability to quickly learn and implement new policies, procedures, and technologies.
              • Exceptional communication, facilitation, and presentation skills.
              • Strong in change management and process improvement.
              • Experience in project management and strong organizational skills.
                Preferred Qualifications:
                
                
                • Certification in training, facilitation, or instructional design (e.g., ATD, CPTD, etc.).
                • Experience with Learning Management Systems (LMS) and e-learning tools.
                • Knowledge of Agile methodologies and change management frameworks (e.g., ADKAR, Prosci).
                • Previous experience in a fast-paced or evolving corporate environment.
                  Working Conditions:
                  
                  
                  • Collaboration Across Teams: Since the role involves the change management and training of new initiatives, there will be significant collaboration with other departments, such as HR, project management, operations, product development, and IT teams.
                  • Office Hours: Flexibility of workdays and hours required. The role generally follows a standard Monday to Friday workday, but flexibility will be required, as there will be instances when working beyond regular hours is necessary, especially when launching new initiatives, rolling out large-scale training programs, or meeting tight deadlines.
                  • Extended Screen Time: Considerable time will be spent working on a computer, using tools like Microsoft Office, project management software, and learning management systems (LMS).
                  • Mental and Emotional Demands: This role requires a high level of mental focus, high responsibility, public speaking, resilience, and time management balance.
                    Travel:
                    
                    
                    • May need to travel occasionally to visit different offices or work directly with regional teams. Travel may also be necessary for conferences, industry events, or customer/business-facing work.
                      
                      Pay and Benefits Disclosure
                      
                      The salary range for this role is $64,035- $128,069 and is based on experience and qualifications. Certain roles are eligible for annual bonus and may include equity. These are allocated based on company and individual performance. We offer employees access to heathcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increased after your first year. We also offer 6 paid holidays.
                      
                      Anticipated application close is on March 14, 2025.
                      
                      ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.
                      
                      ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.

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