Job Description
Position Overview
The Training And Support Manager provides essential onsite support to federal and contract staff. This multi-faceted role serves as the central hub for training operations, acting as the Local Course Coordinator, Registrar, Facilities Lead, and Customer Service Representative. The ideal candidate ensures seamless daily operations, delivers exceptional student and visitor experiences, and executes data-driven reporting and special projects as assigned.
Key Responsibilities
Essential duties and responsibilities include, but are not limited to, the following and other duties as assigned:
- Staff the reception area during designated training windows, warmly greeting visitors and serving as the professional face of the NHI training facility.
- Troubleshoot in-person meeting logistics and basic technical issues (e.g., audiovisual setup, connectivity, room readiness) to ensure seamless training sessions.
- Serve as the primary local coordinator for all NHI-hosted sessions, managing logistics for both in-person and virtual learning environments.
- Manage the master calendar for training and conference rooms, configuring audio-visual (AV) equipment and digital tools for seamless presentations.
- Actively configure classroom layouts by physically moving chairs, tables, and equipment to meet specific instructor and student accommodation requests.
- Coordinate directly with property management regarding facility maintenance, utilities, and updates. Promptly notify building occupants of operations that impact daily work (e.g., fire alarm testing, building closures, special events).
- Monitor customer service email queues, triage inquiries, and create structured tickets to ensure rapid resolution of incoming issues.
- Research and verify NHI participant records, generate and distribute official transcripts and certificates of completion, and securely manage and report student test scores.
- Assist in screening, analyzing, and synthesizing customer service metrics and data. Compile and deliver monthly facility utilization reports and provide comprehensive quarterly analytical reports to NHI leadership.
- Maintain a safe working and learning environment by actively monitoring, documenting, and reporting potential safety risks on a daily basis.
- Coordinate annual fire and safety inspections with local authorities. Author and maintain up-to-date Emergency Contacts and Procedures documentation, and manage Continuity of Operations (COOP) procedures.
Qualifications - Knowledge, Skills, and Abilities
- Master’s in communications or a related degree.
- 10+ years of experience in administrative support, customer service, or training operations role.
- Strong communication and interpersonal skills.
- Superb multitasking and time-management abilities, with a proven track record of managing competing priorities in a fast-paced environment.
- Demonstrated ability to work autonomously with minimal supervision, while maintaining excellent alignment with the broader team.
- Physical Requirement: Ability to lift, move, and arrange classroom furniture (tables and chairs) to meet physical setup demands.
- Technical Skills: * Proficiency with ticketing systems, database management (for training records), and AV/virtual platform troubleshooting (e.g., Google Meet, etc).
- Experience with Power BI, data visualization/reporting tools, and using AI tools to enhance productivity or data analysis is a strong plus.
- Ability to troubleshoot in-person and virtual meeting logistics, and technical issues
Work Environment
All employees and contractors are responsible for their own safety, as well as that of others in the workplace. To help us maintain a safe workplace, everyone must be safety conscious at all times. This position is performed in a typical office environment. The noise level in the work environment is usually quiet to moderate.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and use hands and arms.
Travel Requirements
Travel to customer locations as needed.
Benefits Overview
Weris, Inc. offers a comprehensive benefits package including employer contributed medical, dental, and vision insurance with plan options (available day 1 of employment), Flexible Spending Accounts, Health Savings Accounts, Professional Development Reimbursement, Employer paid Short Term Disability and Basic Life Insurance, 11 Observed Paid Federal Holidays, generous PTO accruals, and an employer matched 401(k) plan.
EEO Statement
Weris, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, pregnancy, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.