Learning Services Product Manager

US-NY-Holtsville
Job ID
44877
Function
Operations

Overview

The Zebra Knowledge Center team is responsible for Employee, Partner and Customer Learning. As a growth strategy, Zebra is creating customer adoption learning packages and driving development, launch and adoption of learning services to positively impact the customers’ experience, adoption rate of new technology and market share. 

Responsibilities

  • Through comprehensive knowledge of market, competitive landscape, customer requirements, distribution channels and Zebra offerings, anticipates market and customer requirements for assigned product(s). Often manages the most complex or immature offers or multiple smaller offerings. Creates and executes VOC and competitive landscape requirements. Leads cross-functional VOC activities. Monitors target markets and identifies opportunities for innovation.
  • Works collaboratively with other functional leaders to develop, align on business objectives. Owns development and presentation of business case by completing supportive research, authoring slides and delivering presentations to internal and external audiences, routinely including senior management and occasionally including executives. Monitors and reports business metrics against plan. Recommends metrics to assess business performance. Fully accountable for integrated business plan inputs. Develops documentation of product and market requirements. 
  • Designs process flows for execution of learning services that are repeatable and scalable.
  • Demonstrates ownership and engagement beyond immediate assignments by mentoring and collaborating with Regional Learning managers.
  • Owns service lifecycle management for assigned Learning and adoption services of moderate to high complexity, including tactical execution, managing custom requirements, developing and driving end of life plans and execution of inventory objectives. Demonstrates full knowledge of development process. Contributes to 3-5-year roadmap development process and makes recommendations on the long-term strategy for the entire suite of learning offerings.
  • Sets service pricing strategy. Establishes learning individual service and package pricing to maximize sales and profitability. Recommends promotion strategy by working in collaboration with Product Marketing department. Provides recommendations to influence Delivery strategy to meet market needs. Supports service launch by providing a comprehensive understanding of the value proposition. Deliver learning service training to sales, sales engineers, technical support and other internal and external stakeholders.
  • Creates model nomenclature that aligns with Zebra systems and SFDC. Along with an ordering guide and documentation for sales & service teams to easily add customers that are identified in SFDC.
  • Creates learning assets and supports sales and service teams at events, training, and sales meetings.
  • Works closely with development teams and other key stakeholders to oversee new service development validating development is on spec. Identifies beta site targets, drafts and implements plans.
  • Monitors financial performance of learning offering and makes recommendations for pricing action against revenue and margin objectives. Sets target costs for new learning offerings. Evaluates cost reduction initiatives working in concert with Design and Development, Service Delivery, Finance and other internal partners.
  • Acts as a champion to innovation by generating ideas for new offerings, exposing the team to best practices in learning services and introducing methods for brainstorming and creative thinking
  • Demonstrates leadership in technical skill and work behaviors for the team

Qualifications

Preferred Education:

Bachelor’s degree (Masters preferred)

Preferred Work Experience (years):

Minimum 12 years

Key Skills and Competencies:

·        Strong attention to detail / quality

·        Strong process adherence

·        Fluent level of English (written and verbal) as well as local language as applicable

·        Advanced level skills in Microsoft business applications including Word, Excel and Outlook

·        Learning and Development experience

·        Adult Learning Theories knowledge

·        Advanced P & L knowledge

·        Advanced market knowledge in assigned category

·        Customer service values / orientation

·        Strong professional work behaviors (attendance, teamwork, time management, follow through)

·        Advanced analytical and organizational skills

·        Demonstrated experience in managing execution of service management functions

·        Demonstrates good judgment in decision making; applies knowledge and past experience to guide decisions

·        Strong business acumen / industry knowledge in one or more primary verticals

·        Background in service delivery a plus

·        Strong Presentation Skills. Formal training strongly preferred.

·        Strong communication skills (listening, providing clear and concise information, using proper language and grammar)

·        Advanced problem solving skills

 

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