FORWARD is a venture-backed company on a mission to build comprehensive solutions allowing governments to assist their communities at scale.

The FORWARD Platform is an Integrated Program Administration solution that incorporates all essential components, people, and technology into a single streamlined workflow to effectively, securely, and equitably administer critical resources to help communities thrive.

Municipalities nationwide are utilizing FORWARD to streamline the design, implementation, operations, communications, reporting, and compliance functions of their economic and community development assistance programs.

Our fully remote team works hard, but we fully embrace the advantages of this new paradigm. We work autonomously, collaborate asynchronously, and take ownership of our work. 

The Onboarding & Trainer Manager delivers an exceptional onboarding experience for new hires joining FORWARD while providing continuous training to the Operations Team.

The Onboarding & Trainer Manager should have a passion for creating and delivering employee focused experiences and should be prepared to thrive in an ambiguous and high-growth environment, working with multiple stakeholders to improve processes, tools, and train FORWARD employees.

The Onboarding Manager will help to drive process improvements to elevate the experience for our hires and cultivate relationships with both new hires and veteran employees.

Working cross-functionally, this individual will participate in the assessment and evaluation of current onboarding practices, the redesign, and implementation of new training processes and the continuous improvement of training and development projects across the Operations Team.

The role will work closely with Applications Services and Program Management teams to ensure new programs are understood and proper training materials are built to effectively communicate to team members. In addition, this role will collaborate with the Call Center Manager to provide comprehensive training materials for frontline employees to be used in Zendesk’s knowledge center for continuous self-help.

Key Position Responsibilities

●      Train all new hires to the Application Services Team for their respective roles and familiarize them with the FORWARD Platform

●      Lead train-the-the-trainer and/or training classes for relevant topics as needed to demonstrate proper training approach and set standards for new program launches

●      Create a standardized  onboarding process and training materials for all Application Services employees.

●      Collaborate with stakeholders to identify and lead opportunities for process improvements to increase efficiencies across the entire onboarding experience

●      Cultivate a high touch and inclusive onboarding experience that engages new hires and acclimates them to our core values and processes

●      Partner with various SMEs, Managers, and Program Managers to drive content development and training materials

●      Work closely with Client Services to ensure proper training is provided for new program launches

●      Train and assist Managers and Team Leads in engaging and re-training underperforming employees

●      Support the Director of Application Services on ongoing projects and strategic initiatives

●      Perform additional duties as required

Required Experience and Competencies

●      Minimum of 2+ years of management experience in an onboarding and/or training environment. Experience at a high growth, fast paced, or start up company is a plus

●      Experienced developing engaging training content materials with ability to perform classroom training, in-service training, and/or virtual training

●      Experienced in developing training assessments that measure the skill of a user before and after training is preferred.

●      Skilled at learning proprietary CRM systems and training employees on the system.

●      Bachelor’s degree or equivalent education, training, or experience

●      Excellent problem-solving, organizational, analytical, verbal, and written communication skills

●      Strong project management, decision making and time management skills with the ability to manage multiple projects/duties

●      Strong communication, listening, and comprehension skills

●      Ability to understand and communicate material and provide instruction to others

●      Ability to adjust priorities and manage time wisely in a fast-paced environment

●      Ability to create, update, and manage training materials and standard operating procedures

●      Excellent written, verbal, and interpersonal communication skills. Bi-lingual skills are a plus

●      Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)

●      Proficient in Zendesk

●      Legal eligibility to work in the U.S.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• Fully remote position
• Unlimited PTO
• 100% employer paid medical and dental insurance
• Stock Options
• 401K Plan