The Online Learning Specialist role will work alongside the Support Enablement manager to provide Toast’s customer support teams with the training and knowledge to help them deliver rock star service to our customers. In this role the Learning Specialist will be responsible for facilitating training, developing learning, and knowledge content as well as managing content on Toast’s Learning Management System (LMS). You’ll leverage your interpersonal powers to work with others to learn how to make our current documentation more effective and to build new learning and certification programs. The ideal candidate will be experienced in Toast product and support practices, creating and delivering training content, and passionate about empowering others through creative and engaging learning methods.

Training Facilitation:

• Manage scheduling, sign-ups, and attendance for training sessions
• Design interactive activities to assess learning retention
• Plan lessons and learning paths to uplevel support staff
• Utilize metrics to assess learning performance and communicate results to Support Enablement Manager

Course and Content Development

• Develop quick reference guides and job aids.
• Develop courses for step-based certification programs
• Utilize graphic design skills to author e-learning content that is tailored to the needs of Customer Support
• Coordinate with Support Managers on local development needs, reporting findings to Enablement Manager
• Analyze needs assessments and metrics alongside Support Enablement manager, ensuring we have a comprehensive and integrated approach to developing our talent

Knowledge and Learning Content Management

• Develop curriculum, assessments, and evaluations within our learning management system (Litmos)
• Develop and maintain quality assessments for e-learning effectiveness
• Maintain course catalog to ensure content is dynamic and relevant to the training audience
• Coordinate closely with the central Learning and Enablement teams on all initiatives, content, and delivery

Qualifications:

• Proven competency on core Toast product knowledge and support practices
• At least 3+ years experience in training, education creation, and course development
• Proven ability to teach others how to use technology without losing them with tech jargon
• Eager to take a project and run with it independently and seek out problems to analyze and solve
• Well versed in developing user documentation and e-learning content (Articulate 360)
• Strong relationship building skills and ability to work with people at varying levels in the organization
• Track record of quality curriculum design and implementation of adult learning theory in modules

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.