Senior Training Lead - Support Enablement

Job Description

The Senior Training Lead plays a key role in strengthening the capabilities of QAD’s global Support organization by delivering structured, impactful training programs. The primary objective of this role is to equip Support team members—both new and experienced—with the product knowledge, tools proficiency, process clarity, and soft skills necessary to provide world-class support to our customers.

The role encompasses end-to-end responsibility for training across four focus areas: New Hire Onboarding, Continuing Education, New Product & Process Training, and Soft Skills & Tools Enablement. It requires close collaboration with Support leadership, Product Management, and subject matter experts to ensure training is aligned with business priorities and reflects the evolving needs of a dynamic SaaS environment.

With a global scope, the Senior Training Lead, Support Enablement must tailor training approaches to different audiences while maintaining consistency in content and outcomes. The role also involves evaluating training effectiveness and continuously improving content based on feedback, performance trends, and product updates. This position is pivotal to driving a culture of continuous learning and ensuring our support teams are fully prepared to meet customer expectations as we scale.
 

They essentially own training for QAD’s global Support organization. You will find out where our Support teams struggle, using queue feedback, manager input and ticket data, and build the programs, content and self-service resources that close those gaps. You will run new hire onboarding, continuing education, and training on new products and processes, and you will report on training effectiveness to Support leadership. You will work closely with Support managers, Tier 3, R&D and Product Management.

This is a build-the-function role: over time you will launch a Support Training Website and a Support Certification Program. 

1. Training Delivery:

• Conduct engaging and effective training sessions on QAD products, tools, and processes in both virtual and in-person formats.

• Tailor delivery approaches based on audience experience and learning style.

2. Content Development:

• Design and develop self-paced, digital learning content using modern instructional design principles.

• Incorporate AI tools and innovative learning methods to enhance engagement and knowledge retention.

3. LMS Administration:

• Manage the Learning Management System (LMS): assign courses, monitor completion, conduct knowledge checks, and generate training reports.

• Ensure seamless user experience and data accuracy within the LMS.

4. Stakeholder Collaboration:

• Partner with internal teams such as R&D, Tier 3 Support, and Product Management to facilitate knowledge transfer sessions.

• Act as the liaison between subject matter experts and the support team for effective training content.

5. Training Governance & Communication:

• Maintain and regularly update the Support Training Portal with the latest learning content, product updates, tools, and process changes.

• Provide feedback and progress reports on new hires; identify and escalate any performance or engagement concerns.

6. Industry Awareness & Agility:

• Stay current with trends and developments in the tech and learning industries.

• Embrace new learning technologies and methodologies, including AI-driven tools.

7. Project Management (Preferred):

• Lead or participate in training-related projects and initiatives.

• If lacking prior experience, demonstrate willingness to learn and manage projects within the training domain.

8. Shift Flexibility and flexibility:

• Support a global audience by delivering training during EMEA and AMS-friendly hours as needed.

• Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.

• Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.

Qualifications

Education:

A Bachelor’s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.

Ideal Candidate:

• 5 years of relevant experience in supporting enterprise products, demonstrating expertise in resolving complex technical issues, and delivering exceptional customer-focused solutions.

• Excellent people skills with the ability to work in a global team environment 

• One year of prior working experience with QAD Applications preferred.

• 5+ years of experience in training delivery and instructional design, preferably in a technical support or enterprise software environment.

• Strong familiarity with LMS platforms (e.g., Workday Learning, Moodle, etc.).

• Excellent verbal and written communication skills.

• Strong organizational skills and attention to detail.

• Ability to collaborate across functions and levels.

• Proficiency in using content creation tools (Articulate, Camtasia, Canva, etc.) and AI-based training enhancers is a plus.

• Project management experience or certification (e.g., PMP, Agile) is an advantage.

Preferred Traits:

• Self-motivated and proactive

• Adaptable and open to feedback

• Passionate about continuous learning

• Culturally aware and inclusive in a global work environment

• Strong soft skills, business communication skills, and the ability to coach and develop these skills in others.

• Embraces new learning technologies, tools, and approaches (including AI-driven learning solutions)

Soft Skills:

• Strong analytical and problem-solving abilities.

• Exceptional communication skills, with the ability to explain technical concepts to non-technical stakeholders.

• Customer-focused mindset with a commitment to delivering high-quality service.

Additional Information

• We offer an amazing culture and comprehensive suite of health and wellness benefits so that employees can focus on helping customers reach our vision for them: the Effective Enterprise.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation
• The collaborative culture of smart and hard-working people who support one another to get the job done
• Our employees tell us they love working for a global organization focused on collaboration, teamwork and customer outcomes.
• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD:

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.