Training Operations Program Manager

In this position, you will be part of the group responsible for the day-to-day business operations and profit and loss accountability of the Fortinet Training Institute in the region.

This individual contributor role is accountable for providing training and certification support to customers, partners, and employees, providing business support for sellers when positioning training services, preparing quotes for training engagements, coordinating course schedules, handling participant communications, and ensuring the best participant experience.

The ideal candidate is a proactive problem-solver with excellent communication and organizational skills who is always focused on customer success.

Key Responsibilities:

1. Customer Support: Process a high volume of training requests and inquiries from customers, partners, and employees; act as the 1st operational support for all training systems and programs.
2. Scheduling & Logistics: Coordinate training schedules, book training rooms, manage participant registrations and confirmations, and arrange catering and other logistical needs.
3. Resource Management: Ensure availability of necessary training materials (printing, distribution, online access) and equipment (projectors, computers, etc.). Monitor training activities to optimize attendance and budget.
4. Communication: Communicate effectively with trainers, participants, and stakeholders regarding training details, updates, and changes. Prepare and send pre-training information and post-training follow-ups.
5. Data Processing: Elaborate learning and certifications report from LMS using Excel, PowerBI, and/or Tableau as required. Running MySQL scripts may be required.
6. Partners Relationship: Provide operational support to our training partners and liaise with them for outsourcing services as required.
7. Process Improvement: Develop a thorough understanding of Training operations processes from scoping to delivery, invoicing, revenue preparation, and resource assignment. Identify areas for improvement in training operations and contribute to developing more efficient and effective processes.
8. Business Support: Work closely with sellers, finance, and order management. Manage training fulfillment, confirmation, changes or cancellations, and prepare revenue recognition.
9. Learning Management System (LMS) Administration: Troubleshoot user accounts and courses, create training sessions, process course enrollments, and generate reports.
10. Team collaboration: Support the regional manager and maintain strong working relationships with peers and trainers.

Key Skills and Attributes:

1. Proficiency in English is a must. Additional languages commonly spoken in the region, such as Spanish and Portuguese, are a plus.
2. Strong writing communication skills with the ability to communicate at all levels.
3. Strong organizational and time management skills.
4. Strong collaborator and team player.
5. Commitment to continuous improvement.
6. Competitive self-starter who is motivated to succeed.
7. Creative problem-solving skills.
8. Solid organizational skills with attention to detail.
9. Ability to multi-task.

Qualifications and Experience:

1. Experience in a training operations environment or similar.
2. Experience with learning platforms (LMS); Moodle is an asset.
3. Experience with customer ticketing tools; Freshdesk is an asset.
4. Experience working in a customer-facing environment with a strong client-service focus.
5. Experience in fast-paced, multinational tech environments is an asset.
6. Experience with complex and large Excel files as database tracking.
7. University degree (BS or BA) preferred.

This is a unique opportunity for a business-oriented professional to thrive in a dynamic environment. If you excel in business operations, resource management, and customer support and have a passion for learning organizations, we encourage you to apply.