Careers

Locations

Remote, United States of America

Job Term

Full-Time

Company Website

About the role and about You:

Does helping someone reach that lightbulb moment bring you joy? Are you an influential people leader with a passion for adult learning? Do you have a continuous improvement attitude and consider yourself fluent in the Kirkpatrick model and other prominent evaluation methods? Then we have the opportunity for you! The Zwift Community Support team is looking for a Learning and Development Manager who’s passionate about sharing Zwift with our Community Support colleagues worldwide!  

In this role, you’ll set the stage for exceptional support interactions by ensuring our support colleagues have the knowledge they need to provide the best possible service to our members. You’ll complete this vision by leading a team that produces adult learning activities using various styles and methods to support both new hire and update training. Under your leadership, your team will be challenged with producing content that elegantly conveys soft skills and other foundational support principles, while seamlessly weaving in technically complex concepts and processes. No one at Zwift works alone, and you'll collaborate with a variety of team members and partners of varying levels across the organization.

Partnering with our BPO Vendor Manager, you’ll foster a productive relationship with our BPO trainers responsible for delivering the content your team produces. By developing a certification program, you’ll ensure content is delivered in a manner that aligns with Zwift’s standards of quality and tone. Additionally, you’ll facilitate regular touch points with this group to foster the exchange of honest, supportive, and consistent feedback; with the aligned goal of improving content delivery. 

Working closely with our Technical Writing team, you’ll ensure alignment across training materials and reference materials housed within Zwift’s internal knowledge base. Collectively, your team will collaborate with our Technical Writers to build an integrated ecosystem of knowledge in which information is conveyed accurately, consistently, and timely across a variety of touch points and mediums.   

Additionally, you’ll be leading a brilliant L&D Team! We’re looking for a strong people leader with experience fostering budding talent. You’ll use regular check-ins to build strong relationships with your team in order to understand their short-term challenges and long-term career aspirations. You’ll provide open, supportive, and constructive feedback and guidance, while helping to remove blockers and unlock their long-term potential.

Finally, you’ll get to share our culture, values, and attitude with Zwift new hires in and outside of Community Support. You should have a high emotional intelligence, be able to understand high-level goals, and know how to communicate those goals across department levels. Confidence and polished presentation skills are required. 

What you’ll do:

  • Use ADDIE or similar models to identify learner needs and develop optimal methods for delivering information.
  • Follow the Kirkpatrick model or similar methods to ensure learners can apply the information they obtain from training; use this data to drive improvements in quality and assess and improve return on investment over time.
  • Build-out a BPO trainer certification program to ensure training is delivered in a manner that aligns with Zwift’s standards of quality and tone.
  • Foster long-term productive relationships with our BPO training team with the common goal of improving content delivery.
  • Collaborate with Zwift’s Technical Writing team to build an integrated ecosystem of knowledge in which information is conveyed accurately, consistently, and timely across multiple mediums and touch-points.
  • Lead our L&D team and use honest, supportive, and timely coaching and guidance to unlock their long-term potential and unique aspirations.       

What we’re looking for: 

  • 5+ years of professional adult learning and development experience.
  • Experience with Lessonly, Docebo, or equivalent learning management systems.
  • 3+ years of people leader experience.
  • Experience building and sustaining relationships with globally distributed BPO training teams.
  • Experience mentoring and developing learning and development professionals.
  • Experience facilitating virtual training sessions.

Bonus points:

  • Experienced Zwifter.
  • Familiarity with cycling or running.
  • Previous experience in the gaming, software, or fitness technology industry.
  • Experience with MadCap Flare or equivalent topic-based authoring platform.

How to stand out among the rest:

Your resume/CV is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too.

Values:

Of course, we are nothing without our values. Our values ground us. They ensure we run and build a company where people love to work, feel like they are welcomed, included, and belong.  Only then can they thrive and do their best work.  The values we strive to live every day are:

  • Make It Fun
  • Elevate Teammates
  • Cultivate Our Community
  • Always Level Up
  • One Zwift for All

We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Zwift is proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation, please let us know by emailing [email protected]

Zwift, Inc. is an Equal Opportunity Employer.

Apply now