Job Description
Job Description
Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.
The Learning & Content manager plays a pivotal role in the Learning & Content/Product Team at Tripleseat. Reporting to the VP of Customer Experience is responsible for leading the Learning & Content team focused on driving product adoption, customer education/engagement, and internal learning and education to increase feature adoption and recurring revenue. The position demands strong leadership, relationship-building skills, and the ability to collaborate across departments.
Location: This position is based in our Concord, MA office. A hybrid schedule is available.
Travel Expectations: 10% travel required, including national travel and attendance at company meetings and training in various locations.
Core Responsibilities:
Team Growth & Development
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Conduct regular one-on-one check-ins, meetings, calls, and coaching sessions with all members of the Learning & Content team, supporting individual growth.
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Monitor Learning & Content team activities and individual performance to achieve objectives and key results.
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Ensure team members are well-trained on existing and new products, features, partnerships, and processes.
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Collaborate with VPs and directors and address performance issues, creating a plan for improvement while considering diverse needs.
Leadership
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Plan and execute inclusive weekly team meetings, encouraging diverse participation.
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Celebrate individual strengths and contributions during annual reviews.
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Manage day-to-day responsibilities with an inclusive mindset, considering diverse needs, such as approving time-off requests, travel itineraries, expense reports, and reviewing weekly check-ins.
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Handle conflict situations proactively, offering creative solutions for customers and team members.
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Establish oneself and coach team members to become trusted advisors and industry thought leaders by identifying, creating, and promoting compelling insights.
Reporting & Strategy
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Prepare regular reports for leadership, offering insights into team performance, challenges, opportunities, and progress.
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Analyze data to identify churn trends and product opportunities.
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Work cross-departmentally to collaborate on and develop strategies to drive company success.
Internal & External Resources
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Create learning & content that drive customer success and engagement
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Assist with project planning, content creation, and content approval of Tripleseat University and Tripleseat University on the Road
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Be a creative force evaluating the effectiveness of all learning pathways
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Provide solutions for Learning & Content Challenges
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Ensure content & learning across all platforms exceeds expectations for accuracy, effectiveness, and timely delivery
Knowledge, Skills, and Abilities Required:
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At least one year of proven experience in project management, specifically in the technology industry, with a focus on customer learning.
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At least one year of proven experience in Learning Management System (LMS) creation, management & analysis
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Hospitality/restaurant industry experience is a plus.
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Software Knowledge: Minimum of 1 year of Tripleseat experience or similar software.
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In-depth understanding of Tripleseat and related products.
Preferred Experience:
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Excellent communication and presentation skills.
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Exceptional aptitude for utilizing and adapting to systems and system-related procedures.
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Strong leadership skills with a proactive and driven approach.
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Pure and natural curiosity.
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Patience and a solid sense of humor.
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Understanding and passion for hospitality.
Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:
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Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
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Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
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401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.
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Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
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Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
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Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.
At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.