Senior Learning and Development Manager

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are the #5 fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer a large number of new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us.

Job Summary:

• 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.

Essential Duties and 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.
• Develop and execute training-readiness plans for new application releases, process changes, and operational launches.
• Maintain regional and global training calendars and coordinate delivery across multiple countries, teams, and time zones.
• Establish train-the-trainer programs and support regional trainers and knowledge champions.
• Support ASP partners, contractors, and other external service resources with appropriate operational and system training.
• Track training participation, completion, assessment results, adoption, and effectiveness.
• Analyze operational performance, QA results, user feedback, and other data to identify knowledge and performance gaps.
• Maintain and update learning content as applications, processes, products, and business requirements change.
• Support LMS administration, content management, curriculum assignment, and reporting.
• Partner with Service Operations leadership to establish training priorities based on business requirements and operational performance.
• Drive continuous improvement of Service Operations learning programs across APAC, EMEA, and the broader global organization.

Qualifications:

• 1 Bachelor’s degree in Learning & Development, Instructional Design, Education, Business, Information Technology, Engineering, or related field, or equivalent professional experience.
• 2 7+ years of Learning & Development, technical training, instructional design, enablement, or related experience within a technology or service organization.
• 3 Demonstrated experience designing and delivering training for enterprise applications and complex operational processes.
• 4 Experience with Salesforce Service Cloud, Salesforce CRM, or comparable enterprise service-management platforms.
• 5 Experience with Salesforce Field Service, Experience Cloud, contact-center technologies, or service-managemen