About the position

Altruist is entering an exciting phase, and we’re looking for a Training & Enablement (T&E) Manager to join our new Customer Group Education team. Our CGE team builds training and development opportunities for members of our Sales, Clearing Operations, and Customer Service departments. 

Your Impact

Knowledge Management System Development:

• Oversee the organization, accuracy, and accessibility of internal and external knowledge resources
• Streamline Knowledge Management (KM) processes and work to improve information access for both customers and internal teams
• Develop and track key metrics to measure the KM infrastructure’s effectiveness, such as request volume, turnaround time for updates, user feedback, and article viewership
• Regularly update knowledge content based on both leading and lagging indicators, such as team feedback, product changes, metrics around usage, and customer interaction data
• Evaluate and recommend methods to optimize knowledge storage, organization, retrieval, and updates; this includes planning for the integration of a company-wide Learning Management System (LMS)

Content Development

• Maintain a network of cross-functional Subject Matter Experts (SMEs) to keep content accurate and up-to-date
• Transform SME content into clear, accessible resourced for both customers and internal teams. Resources include but are not limited to help center articles, videos, Standard Operation Procedures (SOPs), internal tools and applications, job aids, and in-app guides.
• Ensure all knowledge materials, including help center design, align with brand voice, design guidelines and compliance requirements

Support Training & Enablement (T&E)

• Facilitate regular meetings and collaboration sessions with stakeholders to identify business needs, gather insights and requirements for knowledge content, and evaluate the effectiveness of current processes.
• Collaborate with the Product Enablement Manager on updates and new resources related to product launches.
• Leverage knowledge resources to support all training programs, ensuring they are relevant, accessible, and effective for both new hires and ongoing team development
• Contribute to the design and execution of T&E programs and processes that drive business results

Process Improvement & Organization

• Conduct needs assessments and gather feedback to ensure KM’s alignment with business priorities and to identify resource needs.
• Ensure all processes that affect the CS and Clearing Operations groups are organized and efficient, and identify/implement changes to improve them as needed
• Conduct needs assessments and provide clear, metric-driven guidance on next steps to leadership
• Provide insights on how T&E initiatives impact key business metrics, driving continuous improvement

What you bring

• Experience - 5 or more years of experience working in training and enablement at a B2B financial services, fintech, or SaaS organization
  • Experience in the design, delivery, and improvement of training - including the ability to develop and track metrics to measure knowledge managements impact on customer satisfaction, response accuracy, inquiry deflection, team member ramp-up times
  • Experience with Knowledge Management systems and processes
  • Experience with high-level program and stakeholder management
  • Ability to perform a needs assessment, recommend and execute solutions for organizational gaps, and utilize metrics to demonstrate success
  • Strong organizational and project management skills, with the ability to manage multiple tasks and projects simultaneously.
• Education: Degrees or certifications in Training and Learning are preferred
• Securities licenses - You studied hard and we’re excited to carry your series 7 and 63 licenses
  • FINRA series 7and 63 licenses are not required, but ideally you would be willing to obtain licenses which we will proudly sponsor.
• Technical aptitude - You’re technologically savvy and can easily get up to speed on modern tech stacks (i.e., Salesforce, Google Suite, Slack, Confluence/Jira)
• Ownership - The pride you put into every aspect of your work is unparalleled and undeniable
• Superb communication - Intentional dialogue is a superpower. You listen as well as you share your perspective with others.
• Resilience - We’re inspired by your unwavering determination to achieve success, no matter the adversity you face along the way.
• Assurance - Your confidence is brilliant, yet ego-less. You possess a strong knowledge base, the ability to discover the unknown, and are open to differing perspectives
• Creative problem solving - Identifying the problem is simply not enough. You’re instinctually creative with your approach in finding solutions to roadblocks