Manager of Operations Training

Manager of Operations Training

Lightedge is seeking a Manager of Operations Training to lead the design, delivery, and continuous improvement of training programs for technical Operations teams. This role owns onboarding, continuing education, technical documentation, skills assessment, Learning Management System administration, and the development of consistent training practices across the organization.

The Manager of Operations Training leads and develops Technical Trainers, Technical Writers, and other training contributors. This position establishes priorities, manages training capacity and performance, coaches team members, and partners with Operations, Engineering, Product, People, and other stakeholders to align training with process changes, technology updates, service requirements, and business priorities.

The ideal candidate can translate complex technical and operational processes into clear, practical learning experiences while using data, feedback, and responsible AI practices to improve employee performance and operational outcomes.

Training Strategy and Delivery

• Own onboarding and continuing-education programs for Operations teams, from needs analysis through delivery and evaluation.
• Design and facilitate technical training, workshops, refresher courses, and hands-on learning experiences.
• Create and maintain technical documentation and curricula, including knowledgebase articles, training videos, instructor guides, and live training templates.
• Assess individual and team skill gaps and develop targeted training plans and career development resources.
• Build standardized training frameworks, learning paths, assessments, and qualification programs.
• Maintain a consistent training experience across teams, locations, schedules, and operational functions.
• Administer and maintain the Learning Management System (LMS), including courses, enrollments, learning paths, permissions, reporting, and content publishing.

Leadership and Team Management

• Lead, coach, and develop Technical Trainers, Technical Writers, and other training contributors.
• Establish team goals, performance expectations, delivery standards, and quality measures.
• Conduct regular one-on-one meetings, team meetings, performance discussions, and development conversations.
• Provide ongoing feedback, recognition, coaching, and accountability to support individual and team success.
• Manage training workload, capacity planning, project assignments, and delivery priorities.
• Coordinate training calendars, facilitator assignments, curriculum development, and content-production schedules.
• Identify skill gaps within the training team and create opportunities for professional growth and cross-training.
• Participate in recruiting, interviewing, onboarding, and succession planning for training team members.
• Lead Technical Trainer and Technical Writer work using Agile/Scrum practices and clearly defined goals.
• Foster a collaborative, accountable, and continuous-improvement culture across the training organization.

Operational Partnership and Continuous Improvement

• Partner with technical and business stakeholders to keep training aligned with process changes, technology updates, operational requirements, and customer-impact priorities.
• Lead regular planning, status, and tactical meetings to review training priorities, open deliverables, risks, dependencies, and performance.
• Gather feedback from learners, instructors, managers, and stakeholders to improve training effectiveness.
• Track training completion, assessment results, time to productivity, content quality, and other performance indicators.
• Use training and operational data to identify trends, recommend improvements, and measure program effectiveness.
• Maintain PHP-based training or operational applications when assigned, including troubleshooting, configuration, content or code updates, testing, and release coordination.
• Use AI tools responsibly for content creation, instructional frameworks, assessments, scenario development, feedback analysis, and quality improvement with appropriate human review.

EDUCATION AND EXPERIENCE

• Experience designing and delivering technical training for IT operations, infrastructure, engineering, or comparable technical teams.
• Experience leading, coaching, or managing trainers, technical writers, instructional designers, or other learning professionals.
• Experience establishing team goals, managing workloads, conducting performance discussions, and developing employees.
• Experience with instructional design, training needs analysis, skills gap assessment, and learning evaluation.
• Strong presentation, facilitation, written communication, and stakeholder-management skills.
• Ability to explain complex technical and non-technical processes clearly to varied audiences.
• Experience creating and maintaining technical documentation, knowledge articles, training videos, curriculum, instructor guides, or similar learning content.
• Experience administering and maintaining an LMS, including course setup, enrollments, permissions, reporting, learning paths, and content publishing.
• Experience with knowledge management, workflow, project management, or learning platforms.
• Demonstrated technical Operations experience and an understanding of technical problem resolution.
• Experience using generative AI tools to support training content creation, evaluation, instructional design, or feedback analysis with sound judgment and human review.
• A degree or formal certification in instructional design, education, business, information technology, or a related field is preferred; equivalent experience is welcome.

PREFERRED SKILLS

• Instructional design and technical facilitation
• Training team leadership and employee development
• Learning measurement and performance improvement
• Learning Management Systems
• Knowledge-management platforms
• ServiceNow and related workflow platforms
• Agile/Scrum practices
• ChatGPT, Claude, or comparable generative AI tools
• PHP and web development

• Windows, Linux, AIX, and Power IBM i
• Citrix and VMware
• Cisco switching and routing
• IPAM, NetBox, or Infoblox
• Fortinet or Palo Alto firewalls
• Monitoring platforms such as Nagios, Blue Matador, SolarWinds, or ScienceLogic
• Backup and recovery platforms such as Veeam, Commvault, Zerto, or VCDA
• Storage platforms such as Pure, IBM, NetApp, or Dell Technologies