Training Specialist

Contingent upon contract award

Intro

MO helps government leaders achieve their mission by designing intuitive and sustainable customer experiences that build trust and improve satisfaction. We use human-centered design to modernize and transform customer and employee experiences. We’re a small team of interdisciplinary creatives with mission, impact, and service to others deeply rooted in our DNA. We’re naive enough to believe we can change the world and bold enough to take the chance to do it.

We combine design thinking with agile delivery methods to drive visionary, human-centered products and services to market. Our custom solutions range in size from completely revamping an entire application to refreshing small pieces of a larger product. Everyone at MO directly impacts the direction and success of the company, and we own our roles. We value integrity, curiosity, and courage, and we operate collaboratively and with accountability while consistently challenging each other in the pursuit of excellence. At MO, we delight in creating one-of-a-kind products and experiences. Your imagination is the only limit on what you can do here!

Overview

Are you looking to make an impact? We are looking for a Training Specialist to support our government client. In this position, you will be working in a small, cross-functional team to understand and synthesize customer needs, deliver customer training programming empowering our customers to navigate content management processes, strategize improved service delivery, design innovative solutions built on SaaS and PaaS products, and provide helpful, friendly, and responsive customer support. If you have experience building and implementing training programs and you've helped bridge gaps between customers and interdisciplinary teams through training and change management, we’d love to hear from you.

• Develop and implement ongoing training materials, resources, and programming driving program goals of smooth content editing experience for VA content editors and VA.gov product teams 
• Facilitate training for, and develop healthy relationships with VA content editor and product team communities
• Gather information by working closely with subject matter experts (SMEs), engineers, product managers, and other stakeholders.
• Conduct customer interviews and usability testing to ensure training accuracy, relevance, and utility.
• Collaborate with cross-functional teams to understand project requirements and timelines, and plan supporting training resources accordingly.
• Participate in product development meetings and testing to stay informed about updates, and incorporate necessary changes into training materials.
• Respond to customer support requests with an initial response within 2 hours, work with customers to resolve relevant issues, escalate technical issues to other relevant parties and follow up as needed to ensure completion.
• Use trends from customer support requests to make iterations to and/or create new training documentation, resources, and programming.

• 2+ years of experience in a similar role
• Experience with CMS (content management system) software preferred
• Proven experience in developing and delivering technical training
• Strong and professional communication skills, written and verbal
• Experience interacting directly with customers in friendly, helpful, and supportive capacity
• Ability to write and verbally articulate complex technical concepts
• Ability to learn and explain complex software products and technology
• Ability to meet deadlines while maintaining quality
• Can conform to shifting priorities, demands, and timelines as stakeholder needs and project plans change
• Collaborate with team members and subject matter experts to continually expand knowledge and broaden the employee technical skill base

• Specific Educational Background: Your qualifications matter more than where (or if) you went to school.
• Big-Name Employers: It’s not about having a well-known company on your resume; it’s about what you’ve accomplished.

• Your Passion: We care about what drives you, whether it’s related to your career or personal interests.
• Thoughtful Perspectives: We value your insights on design, technology, teamwork, and processes.
• Problem-Solving Skills: We seek individuals who approach challenges with a solution-oriented mindset.
• Proven Delivery: We want people who know how to get things done, not just talk about it.
• Adaptability: Your ability to manage multiple priorities and switch contexts quickly is crucial.
• Commitment to Excellence: We look for people who aim to deliver outstanding results consistently.

• A fun, dynamic working environment with an energetic and diverse team
• A REMOTE first work environmentAn inclusive culture where everyone is welcome
• Competitive compensation commensurate with experience
• Opportunities for career growthFull health benefits (medical, dental, vision)
• 401K matching
• unlimited Paid Time Off (PTO)
• Short- and Long-Term Disability in addition to Life Insurance (company sponsored)
• Company sponsored parental leave
• Summer Fridays!

Work Schedule:  40 hour work weeks M-F with commitment to availability either 8a - 12p EST or 4p - 8p EST to ensure daily customer support coverage from 8a - 8p EST split between two roles. 

Virtual: This is a remote role. This role requires approximately 5-10% travel, which may include occasional overnight stays.

Closing

Note: to ensure we remain compliant with all state, county, and local employment and tax regulations, applicants must currently reside in one of the following states to be considered for employment with MO. This list will be updated periodically as our PeopleOps team works to open up hiring in additional states.

AL, AZ, CA, DC, GA, IL, KS, OR, NC, NV, NY, MI, ME, MA, CO, MD, VA, WA, FL

This position requires US Citizenship and is conditional upon the contract award.

We're MO

MO is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We value diversity and inclusion and encourage all interested candidates to apply. If you have more experience beyond what is detailed here, we’d be happy to take a look. If you meet most but not all of the requirements, we still want to hear from you. 

The Company reserves the right to conduct background and/or reference checks on all prospective employees. Your job offer is contingent upon satisfactory completion of such background and/or reference check as applicable. Additionally, this position may require a government background investigation to be completed and adjudicated dependent on your role and project . This offer will be withdrawn if any of the above conditions are not satisfied.

In support of the  Colorado Equal Pay Transparency Act, and others like it across the country, MO job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility.