About the team & opportunity \n\nWhat’s so great about working on Calendly’s Customer Experience team? \n\nEvery day, we have the privilege of serving our millions of users with the expertise and resources needed to ensure their success on the Calendly automated scheduling platform. Ensuring our customers gain valuable time back into their day to day is our #1 priority, and we are proud to be at their service.\n\nWhy do we need you? We are looking for a Head of Customer Education & Training who will bring adult learning principles, instructional design experience and digital-first, self-service enablement strategies to the team.  You will report directly to the Chief Customer Officer and will be responsible for the strategy and delivery of all our customer-facing, digital education properties including the Calendly Help Center, Community & Academy.\nA day in the life of the Head of Customer Education & Training at Calendly\n\nOn a typical day, you will be working on: \n\n\n* Developing the vision, strategies and tactics that enable our customers to learn and adopt the Calendly platform at an ever increasing level of quality and operational scale\n\n* Leading a team to deliver self-service customer education, training & troubleshooting through the creation & delivery of written, video and interactive content, ensuring that we provide a world-class experience throughout the entire customer journey\n\n* Partnering with CX Operations team on the strategic direction & content of our AI chatbot\n\n* Owning our localization strategy, ensuring improvements to our experience for global customers\n\n* Leading the teams responsible for the Help Center, Community and Academy properties and programs\n\n* Creating and managing a feedback loop for content iterations coming from Support interactions to education properties to the product team and back\n\n* Mentoring and coaching your team members to encourage their own professional growth in combination with impactful outcomes for our customers\n\n* Partnering with the other leaders on the Customer Experience team in Support, Success & Operations to put the success of our customers first\n\n\n\nWhat do we need from you?\n\n\n* 12+ years of work experience with 4+ years experience leading high-performing customer experience teams and 2+ years of experience as a second-line manager in the technology industry\n\n* Experience developing omni-channel customer education strategies and direct responsibility for running them across owned (ie. Help Center, Community) and 3rd party (ie. YouTube, Twitter) digital properties with a focus on scaling customer adoption, education & support\n\n* Experience evaluating, implementing and maintaining the applications that deliver customer education, including but not limited to Zendesk Guide, Ada, Insided, various LMS’s and rewards/gamification technologies\n\n* Strong desire to create high performing teams, with a passion for building excellent customer experiences\n\n* Ability to create, analyze and communicate the KPI’s associated with performance, with a focus on continuous improvement\n\n* Leadership in a fast-pace and ever-changing environment, where ambiguity fuels your curiosity, creativity and tenacity\n\n* Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time\n\n\n\nWhat’s in it for you? \n\nReady to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. \nOur Hiring Process:\n\nWe aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. To learn more about our hiring process, please visit our careers page at www.careers.calendly.com.\n\nOnce selected for an opportunity, the recruiter assigned to the role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift.\n\nIf you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at [email protected] . \n\nCalendly is registered as an employer in many, but not all, states. If you are located in Alaska, California, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, and West Virginia, you will not be eligible for employment. Note that all individual roles will specify location eligibility.\n\nAll candidates can find our Candidate Privacy Statement here\n\nCandidates residing in California may visit our Notice at Collection for California Candidates here: Notice at Collection\n\nCompensation is based on a variety of factors including but not limited to location, experience, and job-related skills. In addition, Calendly offers a wide range of best in class total rewards. This includes comprehensive employee benefits like healthcare, dental, vision, parental leave, 401(k) match, paid time off, and much more. At Calendly we believe exceptional performance deserves exceptional rewards! During the hiring process, we are committed to sharing details about the compensation range for the position, enabling you to make an informed decision. \n\nPlease note that the compensation details listed in role postings reflect the base salary only, and do not include bonus/commission, equity, or benefits.  \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Design, Recruiter and Video jobs that are similar:\n\n $50,000 — $80,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nAtlanta, Georgia, United States

\nCSA is seeking a Training Support Specialist II (Training and Delivery) to support the Commander Navy Installation Command (CNIC) N36T Branch supporting the CNIC N3 operations shore enterprise organization by providing effective and efficient training via mobile training teams at the Naval Base Norfolk, VA.  \n\n\nThis role is a temporary position.\n\n\n\n\n\nResponsibilities \n* Serve as members of the CNIC N36T SOTG, a deployable mobile training team (MTT).\n* Povide classroom instruction via Mobile Training Team (MTT) and Virtual Training Team (VTT) via Microsoft. Product delivery includes (but is not limited to) the Emergency Management for Senior Leaders Course (EMSLC) course, Regional Operation Center Crisis Action Team (ROC CAT) Course, Emergency Operation Center Course (EOC-IMT) Course, CNIC IMT/CAT Member Course, Emergency Manager Course (EM), Installation Training Officer (ITO) Course, Navy Emergency Preparedness Liaison Officer (NEPLO PRO) Course, Navy Installation Command Duty Officer (CDO) Course, Homeland Security Exercise Evaluation Program (HSEEP) Course, Incident Command System 191/449/300/400 Train the Trainer, and limited tailored training as necessary. \n* Develop and provide decision level briefings to Senior Leadership (Military or Civilian).\n* Provide subject matter expert support for the development of STT training-related documentation, including training plans and curriculum revision and management.\n* Plan, facilitate, observe, and evaluate CNIC Region and Installation Integrated Training Exercises and Drills in support of civilian or military team-leads.\n* Serve as Subject Matter Expert for security force management and Command, Control, and Communication (C3) training to advise Government personnel making final decisions.\n* Attend meetings and conferences for purpose of improving CNIC readiness.\n* Identify inconsistencies, problem areas, and voids between doctrine and training and proposed fixes; including immediate implementation of training based on Lessons Learned (real world and exercise).\n* Provide effective scheduling, coordination, and strategic communications in support of the shore operations training group.\n* Recommend and assist in implementation of actions necessary to ensure effective integration of training resources, requirements, and concepts/standards. Keep abreast of requests, resources, and new and innovative developments in integrated training.\n* Review current doctrine and defined mission essential tasks to determine training requirements; help analyze and define Regional Training Team (RTT), Installation Training Team (ITT), and Installation Training Officer (ITO) requirements.\n* Review current CNIC training and provide recommendations for training solutions to meet validated training requirements.\n* Review and define training policies and concepts to ensure responsiveness to changes in naval guidance, strategy, and tactics.\n* Identify training requirements and recommend training solutions in support of CNIC shore enterprise.\n* Support and facilitate conferences and working groups as needed.\n* Perform staff work and action officer duties that as part of an Echelon II staff. Duties include conducting analysis on assigned topics, writing and delivering briefs, point papers, position papers, Assist Gov’t personnel in development of products in support of OPNAV ETMS2 tasker usage, and briefing.\n* Provide SME support for the development of EM training-related documentation, including training plans and curriculum revision and management.\n* Serve as Subject Matter Expert for emergency management, C3, and defense support to civil authorities (DSCA) training.\n* Recommend and assist in implementation of actions necessary to ensure effective integration of training resources, requirements, and concepts/standards. Keep abreast of requests, resources, and new and innovative developments in integrated training.\n* Be prepared to deploy in operational support of a Navy disaster response as part of an EOC IMT or Regional staff augmenter.\n* Analyze, Design, Develop, Implement, Evaluate, and Deliver new training requirements for CNIC N3 Programs as required to meet Operational Missions of Navy Installations.\n\n\n\nQualifications \n* Must have an in-depth knowledge of adult education learning principles and techniques used in designing training programs, developing curriculum, and applying instructional design methods to the improvement of instructional effectiveness and delivery.\n* Travel as needed, approximately 35-40%.\n* Must possess exceptionally strong written and oral communications skills, and have the personal decorum, temperament, and bearing to successfully brief very senior staffs, including, on occasion, Flag Officers.\n* Must possess a current secret security clearance.\n* Must possess a valid United States Passport (Government provided and Personal Passport recommended).\n* Must possess expert level knowledge of DoD emergency management, National Incident Management System, National Response Framework, Multi Agency Coordination System, Incident Command System, Defense Support for Civil Authorities and Homeland Security Exercise Evaluation Program. \n* Recent relevant experience in providing SME support for the development of EM training-related documentation, including training plans, course curriculum and Tactics, Techniques and Procedures (TTP)/Doctrine in order to determine the most effective approaches to fulfill training requirements.  \n* Bachelor’s degree (any discipline)\n\n\n\nDesired Qualifications / Experience \n* Minimum of 10 years Emergency Management (EM) experience\n* Possession of an IAEM Certification as Emergency Manager and a Navy Master Training Specialist, or equivalent experience.\n* Strong understanding of the role of the Commanding Officer of an installation, the National Incident Management System (NIMS), National Response Framework (NRF), Incident Command System (ICS), Defense Support for Civil Authorities (DSCA), and Crisis Action Planning (CAP).\n* Served on an installation staff, been involved in the Planning Board for Training (PB4T), have experience in designing and conducting installation training exercises or experience as an Installation Training Officer or Emergency Manager (EM).\n* Navy Master Training Specialist qualification and experience as a schoolhouse or Navy afloat training group (ATG) instructor.\n\n\n\n\n\nThis job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.\n\n\nApplicants may need to meet eligibility requirements for access to classified information; an active United States Department of Defense security clearance or the ability to obtain one may be required for this role.\n\n\nAs a federal contractor, CSA will abide by the client’s infectious disease protocols.\n\n\nWE BELIEVE great companies know who they are and what they stand for. CSA’s common purpose and core values were purposefully developed to create a culture focused on unlocking the full potential of our people—so they are inspired to solve our clients’ toughest challenges. It’s no secret, we owe the past 18 years of our success to our outstanding and ambitious team members. To support our hard working team, we offer an environment focused on learning and growth, an awesome benefits package, and opportunities to build a long and successful career.\n \nWe are constantly on the hunt for talented, forward-thinking problem solvers with an energetic attitude and a strong work ethic to join our elite team of CSAers.   \n  \n\n\nBe a part of CSA… do great things!\n\n\nCSA is a Federal Contractor and an Equal Opportunity/Affirmative Action Employer.\n\n\nIf you are an individual with a disability and would like to request a reasonable workplace accommodation for any part of our employment process, please send an email to [email protected]. Please indicate the specifics of the assistance needed. Assistance is reserved for individuals who are requesting a reasonable workplace accommodation. It is not intended for other purposes or inquiries. We’re an equal opportunity employer that empowers our people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status or other protected characteristic.\n\n\nFederal Equal Opportunity is the Law\nFederal Employee Rights under FMLA\nFederal Employee Polygraph Protection Act\nE-Verify Participation Poster (uscis.gov)\nIf you are a California resident applying for a job, you consent to our California Job Applicant Privacy Notice.\n\n\nNotification for current or previously cleared professionals:\n\n\nOfficial U.S. Government information appearing in the public domain shall not automatically be considered UNCLASSIFIED or approved for public release. CSA recognizes that information contained in resumes of current or previously cleared professionals may be sensitive, contain potentially proprietary and/or protected information. Protected Information is considered classified, in the process of a classification determination, or unclassified, but protected by statute. Therefore, all resumes should be approved for public release by a U.S. Government Official with Original Classification Authority, prior to posting the resume to CSA’s applicant tracking system.\nBy submitting my resume, I understand that I am NOT authorized to upload content with Official U.S. Government information that is considered, sensitive, proprietary, or protected. \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Design, Education, Mobile and Senior jobs that are similar:\n\n $50,000 — $100,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nRemote, United States