Senior Learning & Development Manager – Salesforce

About the role

Supermicro is seeking an experienced Senior Learning & Development Manager dedicated to Service Operations, with primary responsibility for supporting APAC and EMEA. This position will lead the design, development, coordination, delivery, and continuous improvement of technical and operational learning programs supporting Salesforce Service Cloud and the broader Service Operations technology ecosystem. The role will partner closely with Service Operations leadership, the US Service Operations Learning & Development resource, program management, application development, technical writers, subject-matter experts, and global stakeholders to ensure employees and partners are prepared for new systems, processes, products, and operational changes. The successful candidate will combine strong instructional-design and facilitation capabilities with the ability to understand technical systems, enterprise applications, and complex service workflows.

Key responsibilities

• Lead Service Operations learning and enablement programs primarily supporting APAC and EMEA
• Partner with the US Service Operations L&D resource to establish and maintain consistent global training standards, curricula, templates, and learning experiences
• Design, develop, and deliver training for Salesforce Service Cloud, Field Service, Experience Cloud, and related Service Operations applications
• Develop and deliver training supporting RingCentral/contact-center operations, IVR, QA, WFM, and associated workflows
• Develop training for case management, RMA, incident management, escalation, partner/ASP operations, customer support, and other Service Operations processes
• Build structured new-hire onboarding and role-based learning paths for Service Operations teams
• Create instructor-led, virtual instructor-led, self-paced, recorded, and blended-learning programs
• Develop training presentations, facilitator guides, participant materials, job aids, quick-reference guides, simulations, assessments, and knowledge checks
• Work with technical writers and SMEs to convert SOPs, system documentation, and business-process changes into effective learning content
• Participate in system demonstrations, UAT, requirements discussions, and release-readiness activities to identify training impacts before deployment

About you

• Bachelor's degree in Learning & Development, Instructional Design, Education, Business, Information Technology, Engineering, or related field, or equivalent professional experience
• 7+ years of Learning & Development, technical training, instructional design, enablement, or related experience within a technology or service organization
• Demonstrated experience designing and delivering training for enterprise applications and complex operational processes
• Experience with Salesforce Service Cloud, Salesforce CRM, or comparable enterprise service-management platforms
• Strong knowledge of instructional-design methodologies and adult-learning principles
• Experience developing instructor-led, virtual, self-paced, e-learning, and blended-learning programs
• Experience creating role-based curricula, onboarding programs, assessments, job aids, and train-the-trainer programs
• Experience supporting geographically distributed and multicultural teams
• Ability to translate complex technical systems and processes into practical, easy-to-understand learning content
• Strong project/program management, organizational, and stakeholder-management skills

Apply at Supermicro Website

Official Supermicro Req 29929