Description Key ResponsibilitiesTraining & Enablement- Facilitate role-specific training and SOP guidance during new brand onboardings, including group training sessions and one-on-one coaching for dispatchers, technicians, and office staff.
- Develop, maintain, and continuously improve SOPs and training materials aligned with standardized platform workflows and enterprise technology standards.
- Coordinate brand readiness activities prior to go-live, including data validation, user preparation, and completion of vendor and platform prerequisites.
- Monitor post-go-live adoption by shadowing users, identifying knowledge gaps, and delivering targeted follow-up training.
- Lead recurring, role-based support sessions to surface adoption challenges and resolve operational issues.
Platform Operations & Support- Manage platform configuration, including user permissions, business units, form creation, and pricebook administration.
- Build and maintain operational reports and dashboards that enable leadership and brand managers to monitor key performance indicators such as conversion rates, membership metrics, and technician performance.
- Continuously evaluate and optimize workflows to improve usability for brand teams while maintaining organization-wide standards.
- Support the rollout of new tools and platforms across brands and corporate teams in partnership with the CTO.
- Own the internal help desk ticketing process, resolving Tier 1 and Tier 2 platform support requests and escalating issues to internal stakeholders or external vendors when required.
Knowledge, Skills, and Abilities- Advanced proficiency with field service management or business operations platforms, including configuration, troubleshooting, and end-user training across functional workflows (ServiceTitan experience strongly preferred).
- Proven ability to train and coach users with varying levels of technical skill in a clear, patient, and professional manner.
- Strong written communication skills with the ability to produce clear SOPs, internal communications, and technical documentation.
- Demonstrated project coordination skills with the ability to manage multiple implementations or brand engagements simultaneously.
- Comfort operating within a growing and evolving technology ecosystem and quickly learning new platforms.
- Strong analytical skills with the ability to build reports and present findings in a clear, actionable format for operational leaders.
Requirements Minimum Qualifications - 3+ years of hands-on experience in software implementation, systems support, or business systems administration.
- Experience training or coaching end users on software platforms or operational processes.
- Strong project coordination and organizational skills with the ability to manage multiple parallel initiatives.
- Proficiency with Microsoft Office 365, including Excel, Word, and Outlook.
- Proficiency with virtual collaboration and training tools such as Microsoft Teams or Zoom.
- Strong verbal and written communication skills with the ability to interact effectively at all levels of the organization.
Preferred Qualifications - Platform certification or administrator designation (ServiceTitan or equivalent).
- Experience working with help desk or ticketing systems.
- Familiarity with ERP platforms such as NetSuite.
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