18 days old

Manager, Training & Development - Fan Relations

Discovery Inc
Knoxville, TN 37932
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  • Job Code
    138153911
Discovery Inc

Location: Knoxville, TN, United States, 37932
Req ID: 2735

Discovery hires the very best and brightest talent who are enthusiastic and passionate to fulfill the company's mission of empowering people to explore their world and satisfy their curiosity.

In exchange for their talent and drive, employees are provided with an engaging, diverse workplace and the resources they need to learn, thrive and grow in their careers.

Job Summary

The Team
Fan Relations is a support function that exists to contribute to the stellar consumer experience whether the fans are engaging with our content on digital apps, websites, pay-TV, or other means. From new app launches to corporate and legal escalations, advertising inquiries, and our many other linear and digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.

The Company
Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay-TV business towards a convergent media and entertainment business that encompasses digital and mobile.

The Role
The Manager of Training and Development will be responsible for all aspects of the Fan Relations training program, from designing and developing new hire and recurring training to the implementation and facilitation. The Manager will be expected to provide new hire and incumbent development by utilizing adult learning methodologies and practices, facilitation of lectures, webinars, hands-on and web-based training, and supervised on-the-job training. As the Manager of Training and Development, you will also be responsible for partnering with Operations leadership to identify any needs for recurrent training and supporting training and curriculum development for new product launches and initiatives.

Responsibilities

Work closely with Sr. Manager, Operations and Planning, to provide standardized and current training curriculum to new hires and incumbents.
Establish clear objectives for all aspects of the training section, including lectures, activities, and on the job training
Utilize a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed.
Incorporate training methods that support all learning styles in the delivery of training programs and adapt the training method to meet the needs of the individual
Responsible for all training class preparation, facilitation and completion, including materials and classroom set-up/preparation, requesting log-ins and access, and administrative functions pre-, during- and post-class.
Maintain accuracy of training class information and provide weekly updates on New Hire class progress and performance to operational leadership and key stakeholders
Partner with copywriter team and Subject Matter Experts to develop and update and create new training materials to achieve performance improvement and customer satisfaction.
Conduct training initiatives/classes in a manner consistent with supporting the business in meeting its goals and objectives, i.e., ensure trainees are prepared with skills needed to meet all KPIs.
Evaluate and provide feedback to all class participants during training and progression into their job roles.
Partner with Operations Management to ensure the Fan Relations team achieves all Key Performance Indicators.
Participate in training focus group meetings and training project teams for identifying areas of opportunity and trends to enhance training curriculum.
Responsible for the administration of payroll review and validation for trainees.
Coordinate with departments to arrange identified resources in support of the training curriculum.
Handle employee relations issues in partnership with Operations Leadership and in accordance with Human Resources guidance and direction.
Must have the ability to work a flexible schedule in support of operational needs.

Requirements

Bachelor's degree in a related field or an equivalent combination of skills, training, and hands-on experience
3-5 years of experience in training facilitation and management (Contact Center/Customer Service preferred)
2-3 years of experience in curriculum design and development (Contact Center/Customer Service preferred)
Proven success facilitating virtual/remote training
Effective presentation skills in various formal presentation settings; virtual, one-on-one, small and large group facilitation.
Demonstrated knowledge of adult learning principles and instructional techniques
Demonstrated knowledge of curriculum design software and practices, including Instructor-Led Training and Computer Based Training
Ability to create, design, and develop functional curriculum while adhering to curriculum design evaluations and strategies, i.e., ADDIE model
Ability to be creative and thrive in a fast-paced and changing environment

Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including but not limited to all local Fair Chance Ordinances.

EEO is the Law
Pay Transparency Policy Statement
California Job Applicant Privacy Policy

If you are an individual with a disability and need an accommodation during the application process, please send an email request to [email protected]






PI138153911

Posted: 2021-06-01 Expires: 2021-07-03

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Manager, Training & Development - Fan Relations

Discovery Inc
Knoxville, TN 37932

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