Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

The Manager, Learning and Content plays a pivotal role in driving product adoption and customer education at Tripleseat. This leadership position manages a team of Learning and Content professionals collaborating with critical departments such as Product, Customer Onboarding, Customer Success, Sales, and Marketing. The Manager oversees the development and execution of learning strategies that ensure internal teams and customers receive high-quality, accurate, and timely educational content. Strong business acumen, software proficiency, and leadership capabilities are essential for success in this role.

Location: This role will be in-office based in our Concord, MA office. A hybrid work schedule will be offered.

Travel Expectations: The ideal candidate will be available to travel approximately 10-20% of the time for customer and company events.

Core Responsibilities

• Team Leadership: Lead a team of Learning and Content professionals, providing guidance, coaching, and development to ensure team success.

• Cross-Department Collaboration: Collaborate with Product, Customer Onboarding, Customer Success, Sales, and Marketing teams to align learning content with organizational goals.

• Content Management: Oversee the creation and management of learning and content materials that drive customer success and product engagement.

• Educational Tools Development: Manage the development and delivery of educational tools for internal employees and external customers, ensuring they align with company processes.

• Employee Onboarding & Continuing Education: Lead the content creation process for employee onboarding and ongoing education initiatives, ensuring staff are well-prepared and informed.

• Project Planning: Assist with the planning, creation, and approval of content for Tripleseat University and other educational platforms.

• Product Knowledge Updates: Lead company-wide product knowledge updates, ensuring all team members stay informed about new products, features, and processes.

• Creative Leadership: Act as a creative force, continuously evaluating and improving the effectiveness of learning pathways and content across all platforms.

• Problem-Solving: Provide innovative solutions to challenges within Learning & Content, ensuring all approaches are practical and well-implemented.

• Coaching Culture: Establish a coaching and development culture within the Learning and Content team, helping team members grow into trusted advisors and thought leaders.

• Other related duties as assigned.

Knowledge, Skills, and Abilities Required

• Leadership & Management: Proven experience in leading, managing, and developing a team of professionals, focusing on collaboration and teamwork.

• Cross-Functional Collaboration: Ability to work effectively with Product, Customer Onboarding, Customer Success, Sales, and Marketing teams to drive learning and content strategies.

• Project Management: Strong skills in managing learning and content projects from inception through completion, ensuring timely and high-quality outcomes.

• Coaching & Mentorship: Proven ability to mentor and develop team members, fostering a positive, growth-oriented environment.

• Communication: Excellent verbal and written communication skills, distilling complex information into clear and concise content.

• Software Proficiency: Advanced understanding of Tripleseat or similar software, with the ability to navigate and create content in the Learning & Content tech stack.

• Problem-Solving: A proactive approach to identifying challenges and developing creative, practical solutions.

• Detail-oriented: Strong attention to detail, ensuring all content and educational tools are accurate and well-organized.

• Business Acumen: Understanding of how learning and content strategies contribute to overall business success.

• Experience in Learning and Content Development: Demonstrated experience in learning and content development, ideally in a customer-focused SaaS environment, utilizing a variety of training modalities.

• Values Alignment: A customer-focused attitude and the ability to build rapport across teams.

Preferred Experience

• Project Management: 1+ years of experience in project management, preferably within the technology industry, focusing on customer learning and engagement.

• Management Experience: 1+ years of experience managing a team, with demonstrated leadership and supervisory skills.

• Hospitality/Restaurant Industry Knowledge: Prior experience in the hospitality or restaurant industry is a plus, offering a valuable perspective for understanding customer needs.

• Tripleseat Experience: 1+ years of experience with Tripleseat software or similar applications, with an in-depth understanding of related products.

• Training Modalities: Experience using a variety of training modalities, including but not limited to:

  • E-Learning: Interactive online courses and modules that can be accessed anytime.

  • Webinars: Live or recorded sessions that allow for real-time engagement with participants.

  • Instructor-Led Training (ILT): Traditional classroom or virtual training led by a qualified instructor.

  • Blended Learning: A combination of online and in-person training approaches.

  • Self-Paced Learning: Resources that allow learners to progress through materials at their own pace.

  • Microlearning: Short, focused segments of learning designed to address specific topics or skills.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.

• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.

• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.

• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.

• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.

• Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.