<p><br></p><p> </p><p><strong><u>Key Responsibilities</u></strong></p><p><strong>Training &amp; Enablement</strong></p><ul><li>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.</li><li>Develop, maintain, and continuously improve SOPs and training materials aligned with standardized platform workflows and enterprise technology standards.</li><li>Coordinate brand readiness activities prior to go-live, including data validation, user preparation, and completion of vendor and platform prerequisites.</li><li>Monitor post-go-live adoption by shadowing users, identifying knowledge gaps, and delivering targeted follow-up training.</li><li>Lead recurring, role-based support sessions to surface adoption challenges and resolve operational issues.</li></ul><p> </p><p><strong>Platform Operations &amp; Support</strong></p><ul><li>Manage platform configuration, including user permissions, business units, form creation, and pricebook administration.</li><li>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.</li><li>Continuously evaluate and optimize workflows to improve usability for brand teams while maintaining organization-wide standards.</li><li>Support the rollout of new tools and platforms across brands and corporate teams in partnership with the CTO.</li><li>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.</li></ul><p> </p><p><strong>Knowledge, Skills, and Abilities</strong></p><ul><li>Advanced proficiency with field service management or business operations platforms, including configuration, troubleshooting, and end-user training across functional workflows (ServiceTitan experience strongly preferred).</li><li>Proven ability to train and coach users with varying levels of technical skill in a clear, patient, and professional manner.</li><li>Strong written communication skills with the ability to produce clear SOPs, internal communications, and technical documentation.</li><li>Demonstrated project coordination skills with the ability to manage multiple implementations or brand engagements simultaneously.</li><li>Comfort operating within a growing and evolving technology ecosystem and quickly learning new platforms.</li><li>Strong analytical skills with the ability to build reports and present findings in a clear, actionable format for operational leaders.</li></ul>

<p><strong><u>Minimum Qualifications</u></strong></p><ul><li>3+ years of hands-on experience in software implementation, systems support, or business systems administration.</li><li>Experience training or coaching end users on software platforms or operational processes.</li><li>Strong project coordination and organizational skills with the ability to manage multiple parallel initiatives.</li><li>Proficiency with Microsoft Office 365, including Excel, Word, and Outlook.</li><li>Proficiency with virtual collaboration and training tools such as Microsoft Teams or Zoom.</li><li>Strong verbal and written communication skills with the ability to interact effectively at all levels of the organization.</li></ul><p> </p><p><strong><u>Preferred Qualifications</u></strong></p><ul><li>Platform certification or administrator designation (ServiceTitan or equivalent).</li><li>Experience working with help desk or ticketing systems.</li><li>Familiarity with ERP platforms such as NetSuite.</li></ul>

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