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Support Academy Program Manager

Program ManagerProgram ManagerFull TimeRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

102 days ago

Salary

0

Seniority

Senior

5 yrs expEnglish

Job Description

Support Academy Program Manager

ECI Software Solutions

• Design and maintain new hire training paths (role-based onboarding) that blend product fundamentals, customer experience standards, support tools/processes, and day-in-the-life readiness. • Build cross-skilling paths by product and/or workflow (ex: foundational ? intermediate ? advanced), enabling Support to expand coverage safely and predictably. • Create and run a Support Certification Program , including: • Certification levels (ex: Bronze/Silver/Gold or Level 13) • Required assessments (knowledge checks, scenario-based evaluations, live troubleshooting demonstrations) • Recertification / refresh cadence for major releases • Develop an SME delivery model: Partner with Support leaders to identify SMEs • Create reusable lesson plan templates and facilitation guides • Coach SMEs on delivery and ensure consistent outcomes across trainers • Establish a repeatable content engine: Standardize training assets (job aids, troubleshooting playbooks, guided labs, simulations, knowledge checks) • Implement an update workflow tied to product releases and top case drivers • Partner with Division Enablement Teams/ Customer Success Trainers & Support Leadership to align learning paths to: • Case drivers, escalation themes, QA findings, and customer pain points • Swarm/pod models and product coverage needs • Define and track key enablement metrics ( time-to-proficiency, certification rates, SME throughput, onboarding satisfaction, and downstream impact signals). • Facilitate and/or coordinate live sessions, onboarding cohorts, and certification reviews (as needed).

Job Requirements

  • 5+ years of experience in one or more of the following:
  • Support enablement / customer support training
  • Learning & development (L&D) / instructional design in a SaaS or technical environment
  • Support operations with a significant training/program component
  • Demonstrated ability to build structured learning paths (new hire + ongoing development) that scale beyond 1:1 shadowing.
  • Practical experience using adult learning principles to design effective training (not just presentations).
  • Proven ability to partner with SMEs and leaders to extract knowledge, convert it into teachable content, and drive adoption.
  • Strong program management skills: prioritize, roadmap, execute, measure, iterate.
  • Excellent written and verbal communication skills; able to simplify complex product concepts for different audiences.

Benefits

  • Competitive benefits focused on employee well-being, including paid volunteer time off.
  • Recognized by Achievers as one of the 50 Most Engaged Companies To Work For, five years running.
  • Certified as a Great Place to Work for six consecutive years.
  • Over a dozen International Business Awards (Stevie) for our culture of creativity, innovation, and leadership.

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