Tripleseat

Tripleseat is the leading cloud-based catering and event management platform trusted by over 18,000 venues, including restaurants, hotels, and unique event spaces. We are passionate about hospitality and driven by the mission to help venues book and manage events more efficiently, driving revenue growth through powerful, easy-to-use technology.

Learning & Content Manager

The Learning & Content manager plays a pivotal role in the Learning & Content/Product Team at Tripleseat. Reporting to the VP of Customer Experience is responsible for leading the Learning & Content team focused on driving product adoption, customer education/engagement, and internal learning and education to increase feature adoption and recurring revenue. The position demands strong leadership, relationship-building skills, and the ability to collaborate across departments.

Team Growth & Development

• Conduct regular one-on-one check-ins, meetings, calls, and coaching sessions with all members of the Learning & Content team, supporting individual growth.
• Monitor Learning & Content team activities and individual performance to achieve objectives and key results.
• Ensure team members are well-trained on existing and new products, features, partnerships, and processes.
• Collaborate with VPs and directors and address performance issues, creating a plan for improvement while considering diverse needs.

Leadership:

• Plan and execute inclusive weekly team meetings, encouraging diverse participation.
• Celebrate individual strengths and contributions during annual reviews.
• Manage day-to-day responsibilities with an inclusive mindset, considering diverse needs, such as approving time-off requests, travel itineraries, expense reports, and reviewing weekly check-ins.
• Handle conflict situations proactively, offering creative solutions for customers and team members.
• Establish oneself and coach team members to become trusted advisors and industry thought leaders by identifying, creating, and promoting compelling insights.

Reporting & Strategy:

• Prepare regular reports for leadership, offering insights into team performance, challenges, opportunities, and progress.
• Analyze data to identify churn trends and product opportunities.
• Work cross-departmentally to collaborate on and develop strategies to drive company success.

Internal & External Resources:

• Create learning & content that drive customer success and engagement
• Assist with project planning, content creation, and content approval of Tripleseat University and Tripleseat University on the Road
• Be a creative force evaluating the effectiveness of all learning pathways
• Provide solutions for Learning & Content Challenges
• Ensure content & learning across all platforms exceeds expectations for accuracy, effectiveness, and timely delivery

What we are looking for:

• Experience: 1+ year in project management, specifically in the technology industry, with a focus on customer learning.
• Experience: 1+ year in Learning Management System (LMS) creation, management & analysis
• Hospitality/restaurant industry experience is a plus.
• Software Knowledge: Minimum of 1 year of Tripleseat experience or similar software.
• In-depth understanding of Tripleseat and related products.
• Travel: 10% travel required, including national travel and attendance at company meetings and training in various locations.

Ideal candidate profile:

• Excellent communication and presentation skills.
• Exceptional aptitude for utilizing and adapting to systems and system-related procedures.
• Strong leadership skills with a proactive and driven approach.
• Pure and natural curiosity.
• Patience and a solid sense of humor.
• Understanding and passion for hospitality.