Training Operations Lead

Job Description

Direct message the job poster from The Lookout Way Head of People - Five Good Friends + The Lookout Way Lookout is a care management platform that brings calmness and efficiency to Aged Care and NDIS service providers. We want to see everyone living well at home. About the Role The Lookout Way are currently seeking a dedicated and customer focused Training Operations Lead to join our Customer Implementation and solutions business unit. In this role you will oversee and guide The Lookout Way’s customer training team to ensure successful customer onboarding and product adoption. Your focus will be on developing and executing training plans for new customers, supporting core implementations and enabling client workforces to effectively utilise our software solutions. This role requires someone with strong project management skills and the ability to manage a team of Training Specialists. Responsibilities Support Customer Onboarding: Develop and execute customised training plans for each new customer, considering their specific needs and implementation timelines. Work closely with Delivery and Project Managers to ensure smooth training delivery during implementations. Conduct needs assessments and gather feedback from customers to identify training gaps and areas for improvement. Support UAT as required. Provide SME-led workshops and product orientation sessions to key Project Stakeholders, to showcase platform capabilities to support key functional areas of care, including recommendations and best practice. Ensure coverage for on-the-ground and remote-based training/ SME support for customer Go Live. Support customers to be prepared for go-live through comprehensive training and support. Monitor customer progress and provide ongoing support to ensure successful product adoption. Provide guidance on best practices for product usage and data management. Assist customers in maximising their return on investment (ROI) through effective training and support. Manage Training Resources and Logistics: Coordinate training schedules, logistics, and resources, including trainers, classrooms, and equipment. Manage the training budget and track training expenses. Explore and implement innovative training delivery methods and technologies. Train and Support Subject Matter Experts: Train and mentor internal SME trainers to be knowledgeable and effective in their training. Provide ongoing support and guidance to SMEs on training delivery and best practices. Monitor SME performance and provide feedback for improvement. Support Ongoing Training Development: Develop and deliver editable training plans templated to help client workforces build the necessary skills and knowledge to effectively utilize our software solutions. Work with the Training Content Lead to bridge gaps in training requirements. Monitor client performance and identify areas for improvement. About You Your Qualifications, Skills and Experience Bachelor's degree in Education, Business, or a related field. 5 years of experience in training and development, preferably in a software or technology environment. Proven experience in designing, developing, and delivering engaging and effective training programs. Strong project management and organisational skills. Excellent communication, presentation, and interpersonal skills. Proficiency in Microsoft Office Suite and learning management systems (LMS). Experience with adult learning principles and instructional design methodologies. Experience with customer success methodologies and best practices. Your Mindset: Customer-centric view Responds to challenges with a problem-solving mindset People / team focus Strong analytical and problem-solving skills. What’s in it for you? The way we work and the perks we offer are designed to help you live a fulfilling life. Some of us start late, and some of us finish early. We overlap for most of the day, and we work a regular week where overtime is rare. Our work is meaningful, and the problems we solve are interesting. We like coming to work and working together, but we're parents, carers, siblings, friends, students, athletes, dancers, gamers, writers, gardeners, and hobbyists with a life away from work too. We are prepared to offer a competitive salary package of around $125,000 per year plus super, depending on your skills and experience. You’ll work remotely from anywhere in Australia as long as you have a stable internet connection and a comfortable setup. We do have offices throughout the country for face to face contact. You will get an annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work. On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave. Access to our employee assistance programme, where you can receive free confidential and professional counselling. Parental leave benefits –All caregivers who are eligible for the government’s paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave. One free membership plan with our sister company, Five Good Friends, which covers the Care Management fees. This could be worth more than $7000/yr. Working for a company that has an employee engagement score that is 6% higher than the top 10% industry average (we are actually a great place to work). And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of The Lookout Way and Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid. Seniority level Mid-Senior level Employment type Full-time Job function Training and Customer Service Industries Software Development #J-18808-Ljbffr