[Hiring] Training, User Support & Adoption Lead @Valiant Solutions, LLC

Role Description

Valiant Solutions is seeking a Training, User Support & Adoption Lead to join our rapidly growing and innovative team! The Training, User Support & Adoption Lead is responsible for preparing AirHub users to successfully transition to and adopt the new platform. This individual leads user readiness, training, knowledge management, onboarding, functional user support, and adoption activities throughout UAT, Beta, Production rollout, and stabilization.

The role works closely with EPA business lines, Product, Quality Engineering, Communications, and external stakeholders to ensure users understand new processes and functionality, receive appropriate training and support, and have an effective mechanism for obtaining assistance and providing feedback throughout implementation.

This position allows for 100% remote work. Remote work requires a high level of trust in our employees, and we strictly adhere to the details outlined in our Remote Work Policy below.

Qualifications

• 10+ years of experience in enterprise training, user adoption, user support, organizational readiness, or technology implementation.
• Demonstrated experience developing and executing training and user-readiness strategies for large technology implementations.
• Strong instructional design experience and knowledge of adult learning principles.
• Experience developing role-based curricula, user guides, job aids, knowledge articles, videos, and other training/support materials.
• Experience delivering instructor-led, virtual, and self-service training to diverse user populations.
• Experience establishing or managing functional user-support models, including intake, triage, escalation, knowledge management, and Tier 1/2 support.
• Experience supporting users during UAT, pilots/Beta releases, production rollout, and post-production stabilization.
• Experience measuring training effectiveness, user readiness, support trends, and technology adoption.
• Strong understanding of the relationship between user support, Product, Quality Engineering, and defect management.
• Experience supporting geographically dispersed internal and external stakeholder communities.
• Experience supporting Federal technology implementations preferred.
• Excellent facilitation, written communication, presentation, stakeholder engagement, and customer-service skills.

Responsibilities

• Develop and execute the AirHub training, user readiness, support, and adoption strategy.
• Develop role-based training plans and learning paths for EPA and external user communities.
• Develop and deliver instructor-led, virtual, and self-service training.
• Create and maintain user guides, job aids, FAQs, videos, knowledge articles, and other user-support materials.
• Coordinate user onboarding and readiness activities for Beta and Production releases.
• Support UAT participants from a user-readiness perspective, including orientation, training, instructions, office hours, and functional assistance.
• Establish the AirHub user-support model, including intake, triage, escalation, and resolution processes.
• Provide or coordinate Tier 1 and Tier 2 functional user support.
• Triage user-reported issues to distinguish user questions, data issues, access issues, and potential system defects and route them to the appropriate team.
• Establish and maintain a user-facing knowledge base and known-issues information.
• Conduct office hours and other enhanced rollout support during Beta and Production implementation.
• Coordinate user hypercare during major releases and transition users into the long-term support model.
• Monitor support trends, user feedback, training effectiveness, and adoption barriers.
• Identify recurring issues and provide feedback to Product regarding potential usability improvements and enhancement needs.
• Develop and monitor user-readiness, training, support, and adoption metrics.
• Partner with the Communications Lead on user-facing implementation communications and awareness activities.

Benefits

• Valiant pays 99% of the Medical, Dental, and Vision Coverage for Full-time Employees.
• Valiant contributes 25% towards Health Coverage for Family and Dependents.
• 100% Paid Short Term Disability and Life Insurance Policy for Full-time Employees.
• 100% Paid Certifications.
• 401K Matching up to 4%.
• Paid Time Off.
• Paid Federal Holidays.
• Wellness & Fitness Program.
• Valiant University – Online Education and Training Portal.
• FSA programs for: Medical Costs, Dependent Care, Transit, and Parking.
• Referral Bonuses.