Training Operations Specialist

(ISC) is an international nonprofit membership association focused on inspiring a safe and secure cyber world. (ISC) offers a portfolio of credentials that are part of a holistic, pragmatic approach to security. Our association of candidates, associates, and members, nearly 330,000 strong, is made up of certified cyber, information, software, and infrastructure security professionals who are making a difference and helping to advance the industry. Our vision is supported by our commitment to educate and reach the general public through our charitable foundation - The Center for Cyber Safety and Education. For more information on (ISC), visit www.isc2.org, follow us on Twitter, or connect with us on Facebook and LinkedIn.

We are committed to an inclusive and equitable environment that values the unique perspectives and experiences of our entire workforce. We strive for a true sense of belonging for all our employees and to foster authenticity, trust, empowerment and connectedness that leads to everyone's success. For more information, visit www.isc2.org/dei.

Reporting to the Professional Development Training Operations Lead, the Training Operations Specialist is responsible for managing, scheduling, and preparing a global pool of instructors for 200+ annual training courses and events around the world. Areas of responsibility include sourcing, contracting, payment processing, and customer service.

Scheduling

Manages all instructor sourcing and scheduling requests for 200+ global courses and events annually
• Works in collaboration with Sales Team, B2B customers, and instructors in the scheduling of private and public courses
• Maintains the maintenance of the ongoing public course schedules in accordance with annual education commitments

Instructor Communications

• Manages sourcing, contracting, and payment for instructors of 200+ global courses and events annually
• Establishes and communicates timelines for instructor fulfillment requests. Includes utilizing and updating required database (s) and task/project management tools for instructor reporting and scheduling
• Processes all instructor payments with Accounts Payable Department
• Actively provides instructors with updates regarding their course assignments
• Conducts weekly follow-up communications with instructors regarding access to courseware and other materials in preparation for upcoming assignments

Customer Service

• Manages and offers timely response, resolution and/or escalation of instructor-related inquiries received via the department email box, escalation form submissions, direct email, and/or phone
• Delivers clear, courteous, and professional customer service in a timely manner
• Collaborates with PD Team in delivering internal customer service for other departments, offering troubleshooting and quick resolutions to fulfill our promise to our customers

Reporting and Processes

• Manages the distribution and receipt of rosters and class evaluations
• Participates in weekly calls with regional sales teams to provide status of course schedules for instructor assignments and address any inquiries
• Maintains project management trackers, programs, and tools utilized for instructor management, including instructor sourcing, contracting, and payment
• Collects, organizes, and analyzes data on instructor needs, satisfaction, complaints, and course and materials accessibility
• Documents, maps, and manages operational processes as they pertain to this role

Continuous Improvement

• Contributes to the establishment of protocols, workflows, and SOPs for instructor sourcing, contracting, and payment
• Actively participates in and/or facilitates meetings as required
• Contributes to instructor improvement initiatives and training
• Contributes to departmental process improvement and development

Other

• Assists in the setup of onsite courses
• Provides support for other departmental tasks
• Incorporates principals of DEI during instructor sourcing, contracting, and payment processes
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment
• Other duties and responsibilities as assigned

• Bachelor's degree is (preferred)
• 3 years of relevant experience
• 3 - 5 years of experience in Professional Education (preferred)
• Ability to work independently, and as part of a team, to follow through to successful completion, while adhering to set deadlines, assigned projects and tasks
• Ability and willingness to work professionally interdepartmentally across the organization
• Ability to prioritize tasks and escalate communication as required to ensure adherence to deadlines and timely resolution of inquiries from internal and external stakeholders
• Ability to effectively adapt to changing priorities and learn new systems required for improvement
• Ability to work under pressure of deadlines in a fast-paced environment

Skills/Competencies:

• Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility
• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEIbest practices
• Exceptional time management and reasoning skills
• Excellent communication skills both written and verbal and able to present information in a clear and concise manner
• Excellent organizational skills
• Working knowledge of Microsoft Outlook, Word, Excel, PowerPoint & Learning Management Systems (D2L preferred)
• Knowledge of Salesforce preferred
• Excellent interpersonal and customer service skills
• Strong attention to detail with a high degree of accuracy
• Ability to multi-task efficiently and effectively while maintaining exceptional organizational practices

Physical & Mental:

• 5 - 10% travel
• Use a personal computer and other office equipment
• Work in a remote office environment using dual monitor computer screens
• Sitting for extended periods
• Lifting up to 25lbs may be required on an infrequent basis

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All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.