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WHO WE'RE LOOKING FOR
The Manager, Training Demand Response reports to the Director, Eligibility, Training, & Customer Management and is responsible for development, coordination, and oversight of all Demand Response training programs including but not limited to internal staff along with contracted bus operator, field supervisor and dispatcher training programs. This position will utilize adult learning theory techniques to drive company standards for providing Demand Response operations, customer service, and regulations adherence. In collaboration with department leadership, reviews stakeholder feedback, key performance indicators, incident data, and other inputs to identify areas where further training is needed. Makes creative use of methods and materials to ensure training is absorbed and applied by all Demand Response stakeholders.

WHAT YOU'LL BE DOING

• Develop, curate, administer, and provide oversight to all Demand Response training efforts and programs to ensure compliance with policies, procedures, and prevailing law.

• Oversee and collaboratively develop creative training programs employing a robust toolkit of training methods and materials to support various learning styles and needs.

• Ensure training department staff and stakeholders maintain accurate and complete training records.

• Oversee and prepare training records and reports, developing methods to measure and evaluate effectiveness, and providing timely updates to leadership and executive teams.

• Manage various outside consultants conducting any CapMetro training programs.

• Evaluate and recommend job-related courses to develop and maximize the potential of employees.

• Oversight of service provider training program to ensure compliance with proper training, auditing, and coaching of instructor staff.

• Serve as a point of reference for quality assurance and standard operation procedure development.

• Develop and analyze performance metrics and use the data to strategically address the needs of the division to drive process improvements.

• Research, design, develop, implement, and administer training programs to increase an employee’s knowledge, influence behavior and improve performance.

• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.

• Perform other position related duties as required and/or assigned.

RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED:
Direct and manage department and service provider personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring, and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.

WHAT YOU BRING

• Bachelor’s degree in Instructional Design, Education, Business or related field. Related experience may be substituted for a degree on a year for year basis for up to four years.

• Five (5) years of professional experience in learning and development, training, education, or related field.

• Three (3) years of supervisory or management experience preferred.