Senior Learning and Development Manager

Job Req ID: 29929

About Supermicro:

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.
 

Job Summary:

Supermicro is seeking an experienced Senior Learning & Development Manager dedicated to Service Operations, with primary responsibility for supporting APAC and EMEA.
This position will lead the design, development, coordination, delivery, and continuous improvement of technical and operational learning programs supporting Salesforce Service Cloud and the broader Service Operations technology ecosystem.
The role will partner closely with Service Operations leadership, the US Service Operations Learning & Development resource, program management, application development, technical writers, subject-matter experts, and global stakeholders to ensure employees and partners are prepared for new systems, processes, products, and operational changes.
The successful candidate will combine strong instructional-design and facilitation capabilities with the ability to understand technical systems, enterprise applications, and complex service workflows.

Essential Duties and Responsibilities:

Lead Service Operations learning and enablement programs primarily supporting APAC and EMEA.
Partner with the US Service Operations L&D resource to establish and maintain consistent global training standards, curricula, templates, and learning experiences.
Design, develop, and deliver training for Salesforce Service Cloud, Field Service, Experience Cloud, and related Service Operations applications.
Develop and deliver training supporting RingCentral/contact-center operations, IVR, QA, WFM, and associated workflows.
Develop training for case management, RMA, incident management, escalation, partner/ASP operations, customer support, and other Service Operations processes.
Build structured new-hire onboarding and role-based learning paths for Service Operations teams.
Create instructor-led, virtual instructor-led, self-paced, recorded, and blended-learning programs.
Develop training presentations, facilitator guides, participant materials, job aids, quick-reference guides, simulations, assessments, and knowledge checks.
Work with technical writers and SMEs to convert SOPs, system documentation, and business-process changes into effective learning content.
Participate in system demonstrations, UAT, requirements discussions, and release-readiness activities to identify training impacts before deployment.
Develop and execute training-readiness plans for new application releases, process changes, and operational launches.
Maintain regional and global training calendars and coordinate delivery across multiple countries, teams, and time zones.
Establish train-the-trainer programs and support regional trainers and knowledge champions.
Support ASP partners, contractors, and other external service resources with appropriate operational and system training.
Track training participation, completion, assessment results, adoption, and effectiveness.
Analyze operational performance, QA results, user feedback, and other data to identify knowledge and performance gaps.
Maintain and update learning content as applications, processes, products, and business requirements change.
Support LMS administration, content management, curriculum assignment, and reporting.
Partner with Service Operations leadership to establish training priorities based on business requirements and operational performance.
Drive continuous improvement of Service Operations learning programs across APAC, EMEA, and the broader global organization

Qualifications:

1    Bachelor’s degree in Learning & Development, Instructional Design, Education, Business, Information Technology, Engineering, or related field, or equivalent professional experience.
2    7+ years of Learning & Development, technical training, instructional design, enablement, or related experience within a technology or service organization.
3    Demonstrated experience designing and delivering training for enterprise applications and complex operational processes.
4    Experience with Salesforce Service Cloud, Salesforce CRM, or comparable enterprise service-management platforms.
5    Experience with Salesforce Field Service, Experience Cloud, contact-center technologies, or service-management environments preferred.
6    Strong knowledge of instructional-design methodologies and adult-learning principles.
7    Experience developing instructor-led, virtual, self-paced, e-learning, and blended-learning programs.
8    Experience creating role-based curricula, onboarding programs, assessments, job aids, and train-the-trainer programs.
9    Experience supporting geographically distributed and multicultural teams.
10    Ability to translate complex technical systems and processes into practical, easy-to-understand learning content.
11    Experience with Learning Management Systems, training analytics, and learning-content management.
12    Strong project/program management, organizational, and stakeholder-management skills.
13    Excellent English verbal and written communication skills.
14    Ability to collaborate effectively across APAC, EMEA, and US teams and time zones.
15    Working knowledge of enterprise server, storage, networking, GPU, data-center, field-service, or technical-support environments preferred.
16    Ability to quickly learn new technologies, applications, products, and operational processes and translate them into effective training programs.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.