At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
**The Company:** At Bento (a part of the U.S. Bank family), we believe there’s a better way for businesses to manage and control expenses. We genuinely care about people in everything we do, and are dedicated to building the best possible products and experiences at every touchpoint for our customers.
If you thrive in a fast-growing environment, we’d love to talk to you. At Bento, every employee is responsible for delivering a best in class experience for our customers and employees, and shaping the next stage of evolution in payments and financial services. Join us to learn and grow together and make a real difference.
**The Customer Success Function:** The Customer Success (CS) function works to ensure our customers maximize the value they receive from the solutions they acquired from us, while making them raving fans of the company. The CS team works to expand the solutions the customers utilize from the company, to provide more value to them as well as more revenue to the company.
Practices within the CS function include: Customer Success Management (CS), CS Operations (CS OPS), Knowledge, Training & Sales Enablement (K&T), and Technical Support (TS).
**The Knowledge Training & Sales Enablement Practice:** The Knowledge & Training (K&T) organization has three streams, Knowledge Management, Training Development & Delivery, and Sales Enablement. We are responsible for the development, delivery, enhancement & management of all education material, tools & knowledge networks, in a wide variety of formats (documents, presentations, videos, scripts, audio, In-App guidance, face-to-face, 1:1 and 1:many, and more) for our team members, customers and partners.
**The Role: Director of Training & Education**
+ As the lead Training & Education you will be responsible for creating, evangelizing & driving the overall education strategy for all our stakeholders and audiences namely, customers, internal team members and Partners.
+ You will also be responsible for developing all the associated processes to run the Training & Education practice effectively & efficiently.
**Primary Responsibilities** will include, but are not limited to:
**Team & People Management & Development:**
+ Identifying excellent talent and growing the inclusive practice of hiring, onboarding & developing team members.
**Process Development, Management & Practice Reporting**
+ Document processes to run the practice effectively and efficiently
+ Create methods of measurement for all projects & knowledge initiatives
+ Set up management information systems across all stages of Training to better make decisions and track people & practice performance, e.g., training needs analysis & feedback loops
+ Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action.
**Project Management** :
+ Plan, gain stakeholder agreement & run ad hoc or tied to new product releases, quarterly & annual training projects and initiatives with little oversight.
+ Manage individual projects and overall programs, identify & mitigate risks
+ Ensure excellent reporting & project documentation, stakeholder & project management
+ Ownership and/or Administration of Knowledge & Training tools and systems like the Learning Management System (Bento University & Academy), survey tools, etc.
+ Enhance existing platforms, improve UI & UX and overall learner experience with the tools & content
+ Contributions to the development & management of, content management systems, knowledge bases & partner portals
**Training Development & Delivery**
+ You will need to strategically guide product education, build engagement with all our audiences, through onsite and remote interactions, professional learning events, and eLearning curriculum.
+ Analyze trends to determine what knowledge initiatives need to be run. Build curriculum & enhance the learner experience.
+ Enable our customers to train their own teams on Bento. Your role will be critical in increasing adoption of talech through training as well as driving educating for our customers at scale.
+ Enable our team members to service our customers effectively
+ Enable our partners to better sell our solutions
+ Development of training & knowledge assets including but not limited to knowledge articles, product documents & demos, release updates, work instructions, case studies, rich media assets, infographics, videos, simulations, presentations, wikis, confluence spaces etc. Continuously develop new material and enhance existing ones.
+ Plan, run & manage a monthly training calendar across all content & audiences as well as publish monthly newsletters/articles
**Knowledge Networks & Collaboration** :
+ This role will require extensive collaboration & networking across multiple teams and internal organizations.
+ Including engagement & networking with vendors & external partners
**Expected Results of Position:** The outcome of the Knowledge, Training & Sales Enablement team is a more educated community that more effectively and efficiently gets its work done. So, its measures of success overlap with the performance of the other teams in CS. It should be measured in the following ways:
**Successful Customer Onboarding:** Support the CS team in delivering onboarding projects effectively by educating customers to self-board and go live. Delivering learning assets to support this phase of the customer journey.
**Successful Ongoing Customer Management:** Support the CS team with maximizing value the customers gain from our solutions. Delivery of accurate knowledge articles, training videos and educational material. Performance of the material - views, courses taken, content usage etc.
Usage of key functions within Bento - increased feature usage, identify correlation between customers who have completed training and adopted new features, etc.
**Content, Knowledge Asset Creation and Management:** Development of material (knowledge artifacts) to support our stakeholder function’s objectives. This will be measured by the number of a) new and b) improved knowledge artifacts c) adoption of platforms & consumption of content.
+ The creation, update, and management of knowledge assets for our teams, partners, vendors & customers
+ Creating training decks, work instructions, FAQs, assessments, knowledge articles, product documents, release updates, process flows, templates, job descriptions, and case studies, infographics, videos, simulations, presentations, Wikis & confluence spaces.
+ Prepares documentation for new or existing Knowledge, Audit, review and approves Knowledge Submissions
+ Retire outdated content, update existing content across platforms
+ Outline and determine content success and utilization criteria and implement management processes to support the continuous development, improvement or retirement of content
+ Develop and outline the review criteria for ongoing management of existing content and build processes to support this initiative
+ Create and execute a monthly Company digest to spread awareness of Bento initiatives, business information and highlights
**Successful Knowledge Management for Customers & for the Technical Support teams** (Tier1, Tier2)
+ Improve quality of the customer Knowledge Base & Agent knowledge base - this should result in lower call talk times, reduced escalations, quicker resolutions on cases & higher quality scores.
+ Build & run training programs & learning paths for ongoing development of our teams across, product, process, management, customer experience training, personal growth, leadership, etc.
**Strong Sales and Partner Enablement:** Through effective training & knowledge initiatives train partners to better sell our products. This should result in increased win rates and quicker close times.
Directly and through subordinates, delivers, administers, and evaluates training programs that support the organizational needs and strategic plan. Interfaces with senior leaders and training management team to understand and identify needs and ensure the effective implementation, communication, administration, and assessment of training programs. Works closely with peer group and broader organization to deliver excellence, while understanding the business, market trends, and emerging multi-industry themes. Analyzes training needs and partners with subject matter experts to provide input on course delivery. Works with Learning & Development leaders to ensure course materials are current and relevant to training needs. Tracks and analyzes training programs by examining learner's satisfaction levels, proficiency testing, and job performance. Provides leadership to Training Managers and sets the strategy for the overall Training team. While highly collaborative in style, drives results with purpose, speed, and agility, delivering against business specific needs, while championing a broader One U.S. Bank approach.
**Our Ideal Candidate Has:**
+ 12+ years of relevant experience of Training Development & Delivery including Customer education, Partner & Sales education as well as robust Internal Employee training & development.
+ Five or more years of management experience
+ Well-practiced in L&D & KM operations management, people management & development experience
+ Experience crafting Training & Knowledge Management solutions & implementing them
+ Experience in instructional design principles, creating/managing the creation of rich media training content. Proven expertise with SaaS solutions and cloud technologies - experience within the payments space is a bonus.
+ Strong experience with tools used for training including CMS & CRM tools – e.g. Salesforce, Service Cloud, Confluence, Customer Success Mgt platforms, LMS, In-App Guidance, BI tools, etc.
+ Is high on execution, data driven and analytical with a propensity for hands-on work
+ Excellent project management & process development skills
+ Ability to adapt to a rapidly changing product and respond strategically to customer needs
+ Strong interpersonal skills and track record of building collaborative relationships, has superb communications & presentation skills
- Thorough knowledge of the business line assigned to
- Strong consultative, project management, analytical, planning and organizational skills
- Ability to interact effectively with all levels of management
- Master's degree preferred
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .
**EEO is the Law**
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) poster.
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .
Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $175,950.00 - $207,000.00 - $227,700.00
Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.