Shopify

Partner Education Manager: Knowledge & Curricula Manager

June 2021 - May 2023

Shopify merchants all over the world are able to focus on what they do best because they have access to an ecosystem of world class specialist partners who offer services like design, web development, marketing, and more. We need to make sure that Shopify Partners have the knowledge they need to ensure the merchants they work with are prepared for the future of commerce.

As Partner Education Manager I oversee the web and digital experiences for our education programs and learning content. The Partner Education Manager drives the performance of our Partner Academy site to enhance skills and training. l work collaboratively to identify education opportunities and solutions that support diverse and global learning audiences, move our learning content forward in meaningful ways, and ensure our web presence and experiences help partners meet their business objectives and goals.

• Designed, Developed & Launched Shopify’s Inaugural Credentialing & External Education Program: Shopify Academy & Partner Training Series

• 2 Million Dollar Expected Net New Revenue Stream in the next fiscal year, 30,000+ Student Enrollment Yearly Forecasting, 8 Localized Languages, 100+ Question Bank Assessment, 8 Courses & Microcredentials, 1st External Certificate: Shopify Foundations 

• Roadmap Planning - Credentialing and Technical Training Programming across audiences. (Certification program, Partner Enablement, Developer Training, Instructor Led Training - ILT, Virtual Instructor Led Training - VILT), Training Programs)

• Created and maintained a learning culture that amplified the External Education space

• Design and implementation of diverse learning formats and blended instructional methods

• Developed strong partnerships with Engineering, Product, and Support teams to create continuous feedback loops to ensure we’re addressing the most impactful opportunities

• Identified gaps, diagnosed root causes, provide insights, offer recommendations, and develop proactive solutions to solve pressing business objectives

• Drive vision, strategy, & operations of the technical training efforts across Shopify

• Defined project plans, managed implementation activities, and developed protocols, documentation, education, and communications for project rollout and ongoing management.  

• Track, measure, and report the overall progress and effectiveness of Partner learning, development, and growth.

• Developed a comprehensive and global L&D strategy that aligned with Shopify’s objectives and improved external engagement and retention and addressed rapidly evolving SAAS learning needs 

• Ensure Partners have the skills and thus the certifications needed to deliver high-quality services to clients, thereby improving client satisfaction and retention.

• Started and led a diverse team of instructional designers, technical writers, and facilitators

• Established a learning strategy to be product-centered with relevant KPIs to assess learning impact and revisions to a 3-year technical training roadmap. 

• Led technical education efforts through the setting of SMART objectives and strategy, a track record of successful execution producing positive outcomes

• Developed Certification plans by level, role, and functions to support technical, business, and communication tracks.

• Review business themes and integrate them into the over-arching strategy for training

• Demonstrated ability to develop innovative, creative, and highly interactive solutions in eLearning environments

• Coordinated the translation, review, and publishing process for digital content

• Identified current and future technical learning needs and subsequently designed and facilitated the delivery of training addressing said needs

• Qualitative and quantitative data collection to tell a compelling story on opportunity areas, and connections, and integrate recommendations into curricula

• Ensured eLearning solutions were of high quality and ensured timeline, budget, and quality specifications 

• Performed Business Data Analysis for Training Audiences - Utilized data analysis to align Content & Programming to wider Company and Department Metrics & Goals related to time-to-proficiency, productivity, employee satisfaction, and other measures demonstrating program success over time

• Operationalized Shopify's globally aligned learning content and programs to meet the needs of Shopify Partner & System Integrator’s Business Consultants and Developers - upskilling & reskilling.

• Connected adult learning theory, learning technology to sales and development enablement curriculum planning/goals. 

• Anticipated bottlenecks and balance business needs against technical and internal constraints. 

• Define and establish intake, planning, governance, and delivery of learning and development programs across the Partner population. 

• Contributed information and recommendations to help in drafting strategic plans and setting training programming objectives. 

• Collaborate with engineering, marketing, product management, professional services, and business stakeholders to stay up to date on the product and best practices

Apple, Inc

Instructional Designer + Project Manager

September 2018 – June 2021

Design, create, and evaluate training for Apple Support Advisors in various queues. Work with partners to conduct training needs analyses. Design course learning objectives following Bloom’s Taxonomy. Build experiential activities appropriate for targeted learners. 

Work closely with subject matter experts to craft, revise, and maintain training content. Develop valid assessment questions that correlate to learning objectives and assist with question vetting and updating. Design, develop, and maintain classroom, virtual classroom, and self-paced training content using traditional instructional design and rapid development strategies. Promote and participate in intra- and inter-team innovation, technology integration, process improvement, and collaboration.

Revamped 2 Week Training Program, in 5 Languages, 80 Hours of Training - Virtual & Instructor Led

• 30,000 worldwide training sessions monthly

• 8+ Curricula Learning Paths & Assessments

• 200+ Assessment Item Bank Design, Development & Management

• Drove the redesign of the digital learning ecosystem. 

• SABA Learning Management System and Content Management System

• Facilitated feedback sessions

• Drove the redesign of Applecare's learning ecosystem Best Practices

• Built cross functional relationships and partnered with key stakeholders within AppleCare, New Product Marketing, Engineers and Talent Management, to design the current entry level new employee onboarding training strategy. 

• Built and designed new program elements by incorporating the region/country-specific onboarding requirements to meet the relevant needs of the new employees in different countries and regions. 

• Design, create and evaluate training for Apple Support Advisors in various queues. 

• Engage regularly with stakeholders to align strategy, review progress, and provide oversight across critical milestones to ensure training builds and readiness. 

• Measured the impact of the Onboarding Training Program Work with partners to conduct training needs analysis. 

• Evaluated program effectiveness and pivot program design and delivery as needed for product and feature release as well as country/region specific guidance. 

• Owned the program updates and reporting on the health of our programs to the broader Apple product & engineering ecosystem.

• Creation and maintenance of new product training and sustained training programs.

• Work with subject matter experts to identify target audience’s training needs and/or validate content accuracy

• Engage across business units including engineering, operations, product management, professional services, and business stakeholders to stay up to date on the product and best practices

• Created learning activities and course content (slides, video, exercises, etc) that enhances retention and knowledge transfer

• Establish criteria to measure learners’ performance and develop assessment materials

Pearson

Senior Instructional Design and Development Analyst

October 2015 – September 2018

Managed the course development process for new, revised, and revamped courses and assures that courses adhere to academic partners’ standards.

• Managed the course development process for new, revised, and revamp courses.

• Advise and document Programs that adhere to academic Partners’ standards.

• Developed and supported partner-chosen online learning environments. 

• Provide instructional design consultation to faculty of academic partners.

• Assists faculty in the development of contextually-rich, engaging, and objective-driven courses that focus on applicable real-world/workplace skills. 

• Works within project management kanban to document course development process data including time tracking, project comments, and task completion. 

• Designs media and content for delivery in online environments and completes instructional design documentation to ensure quality and consistency.

• Apply tested instructional design theories, practice, and methods

• Create supporting material/media (audio, video, simulations, role plays, games, etc)

Wiley Global Ed Solutions

Learning Technologist + Instructional Designer

May 2013 – September 2015

Collaborate closely with graduate school level faculty to design courses that inspire students and adhere to best practices in online learning; Support Program Development Managers in collaborating with graduate school administration on curriculum development, course scheduling, orientation, student services/resources, and other resources that support the program; Support Program Development Manager in providing expertise to faculty and school administration in web technologies, Course Management System use, and online best practice; Collaborate with other Wiley team members on production of online courses and other deliverables; Provide ongoing support in online best practice to teaching faculty.