Associate Director, Training Development & Help Desk

We are seeking a passionate Associate Director to oversee the training and help desk team within the Data Strategy & Innovation (DS&I) unit of the Office of Advancement. Reporting to the Director of Support Services, you will be responsible for developing and delivering engaging learning experiences across various modalities, leveraging technology to optimize training delivery and measuring program effectiveness. In addition, you will oversee the daily operations of the Office of Advancement Help Desk to provide exemplary support services to our staff.

You will have a passion for teaching, the ability to create engaging learning experiences, a devotion to excellence in customer service and will be committed to driving the growth and success of the organization.

Training Design, Delivery and Management

• Collaborate cross-functionally to identify training gaps and prioritize learning initiatives. 
• Oversee the delivery of DS&I/Office of Advancement training programs to ensure quality and consistency.
• Design, develop and implement comprehensive training programs utilizing various delivery methods (eLearning, instructor-led, blended learning) that cater to diverse learning styles, job functions and audiences.
• Monitor and assess the efficacy of training initiatives by gathering feedback (including assessments/quizzes) from trainees and stakeholders to assess training needs and identify areas for improvement.
• Keep abreast of the latest training and development trends and best practices as well as new product releases, features, and updates, incorporating learnings into training materials and sessions.

Help Desk Management and Testing Services

• Supervise help desk and training staff activities, ensuring coverage and timely and efficient problem resolution of all applicable service requests.
• Establish best practices, making recommendations to improve operational efficiency.
• Participate in testing activities associated with new product deployments and feature enhancements, as requested.
• Set specific customer service and testing standards and monitor and regularly report on performance metrics/KPIs.
• Maintain and update knowledgebase articles.
• Stay updated on the latest customer service/help desk industry trends and technologies.

Staff Management

• Manage your team and individual performance.
• Provide appropriate level of training, mentoring, and professional development.

• Education: Bachelor’s degree or equivalent work experience
• 5+ years of experience in product training, instructional design or a related role.
• Excellent collaboration and interpersonal skills, with the ability to build rapport with employees and stakeholders at all levels.
• Demonstrated success in creating engaging and effective training materials and sessions that cater to various learning styles.
• Expertise in instructional design, adult learning theories, and training methods.
• Proficiency with Learning Management Systems (LMS) and eLearning authoring tools 
• Excellent communication, presentation, and facilitation skills.
• Data-driven approach to evaluating training effectiveness, measuring program effectiveness, and identifying areas of improvement.
• Strong customer service orientation and focus with the ability to assess customer needs and provide troubleshooting help for a positive customer experience and resolution.
• Strong organizational and project management skills to handle several projects simultaneously to accommodate shifting priorities and meet deadlines.
• Commitment to University Advancement's mission to inform, involve, and inspire Princeton's global community of alumni and friends, and adhering to its guiding principles of High Performance, Innovation, Civility, and Collaboration.
• Demonstrated ability to work effectively with individuals from diverse backgrounds, identities, abilities and experiences.

Preferred:

• Experience in higher education
• Experience with Salesforce and/or CRM products
• Experience with ServiceNow, JIRA Service Management/Projects or similar ticketing systems
• Experience with sales/product training or enablement programs

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS