Support Learning Manager, Global Support

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Support Learning Manager, Global Support

Adyen is looking for an experienced Support Learning Manager to join our Support Learning and Development team. This position will partner with multiple teams within Adyen Operations to help evolve and execute on a strategy for how we enable our global Support workforce. This individual will work key cross-functional teams to ensure that we continuously align business priorities with the knowledge required of our Agents and Technical Support Engineers. This is an in office, full-time position based in Chicago.

What you'll do:

• Conduct learning needs analysis to identify skills/knowledge gaps for Agent and Technical Support Engineer knowledge transfer, identify key performance indicators for proposed learning products.
• Design, develop, and implement learning solutions in close partnership with Subject Matter Experts (SME), Learning Experience Design, and Learning Operations teams.
• Develop instructional-led classes and/or e-learning products utilizing Articulate 360, when required.
• Serve as an advocate for the learner and business by consistently reviewing data provided by the Quality and Learning Operations team and acting as a thought leader by recommending actions based on that data.
• Build and sustain relationships with Adyen Subject Matter Experts (SME) and functional leaders to gain a deep understanding of business goals and priorities to make informed, data-driven decisions about building learning products.
• Contribute to and execute strategies for the long term knowledge management priorities of the team.
• Develop and maintain a network of strategic relationships across key stakeholders across all 
• Facilitate Train the Trainer (T3) events, when applicable
• Business travel may be required 

What you have:

• BA/BS degree in Learning & Development, Education, Instructional Design, or other related field
  3+ years working experience within Learning & Development, Quality, Knowledge Management and Support Excellence teams 
• Demonstrated experience using the ADDIE content development model, adult learning theory, and instructional design methodologies to build effective learning solutions
• Demonstrated experience building eLearning authoring tool modalities and learning technologies, especially, Articulate Rise
• Demonstrated experience in project and program management and strategic projects with global, cross-functional teams.
• Demonstrated experience analyzing learning data/trends to drive improvements to learning experiences.
• Demonstrated experience communicating effectively with a variety of audiences, including executive leadership, and managing multiple stakeholders simultaneously to synthesize ideas and learning program content.
• Demonstrated experience facilitating in both virtual and live classroom environments
• Demonstrated experience developing and executing a comprehensive strategy for learning programs
• Demonstrated experience defining and establishing program objectives and Key Performance Indicators (KPIs)
  Self-starter, capable of working independently and as part of a global, cross-functional team, and working with all levels

Preferred Qualifications

• Experience in working with Operations and Quality teams
• Experience in working with FTE Onboarding and  skill development within Customer Operations and applicable learning environments and restrictions
• Experience building relationships and working with globally distributed organizations
• Experience with Learning Management Systems (LMS) and Articulate 360 and/or other authoring tools
• Experience with Data & Analytics and Project Management tools such as Looker and Monday.com or Asana.

The salary range for this role is $85,000 - $110,000; to learn more about our compensation philosophy, please click here. 

Our Diversity, Equity and Inclusion commitments 

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen. 

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

All your information will be kept confidential according to EEO guidelines.

Chicago
This role is based out of our Chicago office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.