Training Operations Program Manager

Job Description

In this position, you will be part of the group responsible for the day-to-day business operations and profit and loss accountability of the Fortinet Training Institute in the region.

This individual contributor role is accountable for providing training and certification support to customers, partners, and employees, providing business support for sellers when positioning training services, preparing quotes for training engagements, coordinating course schedules, handling participant communications, and ensuring the best participant experience.

The ideal candidate is a proactive problem-solver with excellent communication and organizational skills who is always focused on customer success.

Key Responsibilities:

• Customer Support: Process a high volume of training requests and inquiries from customers, partners, and employees; act as the 1 st operational support for all training systems and programs.
• Scheduling & Logistics: Coordinate training schedules, book training rooms, manage participant registrations and confirmations, and arrange catering and other logistical needs.
• Resource Management: Ensure availability of necessary training materials (printing, distribution, online access) and equipment (projectors, computers, etc.). Monitor training activities to optimize attendance and budget.
• Communication: Communicate effectively with trainers, participants, and stakeholders regarding training details, updates, and changes. Prepare and send pre-training information and post-training follow-ups.
• Data Processing: Elaborate learning and certifications report from LMS using Excel, PowerBI, and/or Tableau as required. Running MySQL scripts may be required.
• Partners Relationship: Provide operational support to our training partners and liaise with them for outsourcing services as required.
• Process Improvement: Develop a thorough understanding of Training operations processes from scoping to delivery, invoicing, revenue preparation, and resource assignment. Identify areas for improvement in training operations and contribute to developing more efficient and effective processes.
• Business Support: Work closely with sellers, finance, and order management. Manage training fulfillment, confirmation, changes or cancellations, and prepare revenue recognition.
• Learning Management System (LMS) Administration: Troubleshoot user accounts and courses, create training sessions, process course enrollments, and generate reports.
• Team collaboration: Support the regional manager and maintain strong working relationships with peers and trainers.
  
  

Key Skills and Attributes:

• Proficiency in English is a must. Additional languages commonly spoken in the region, such as Spanish and Portuguese, are a plus.
• Strong writing communication skills with the ability to communicate at all levels
• Strong organizational and time management skills.
• Strong collaborator and team player
• Commitment to continuous improvement
• Competitive self-starter who is motivated to succeed.
• Creative problem-solving skills
• Solid organizational skills with attention to detail
• Ability to multi-task.
  
  

Qualifications and Experience:

• Experience in a training operations environment or similar.
• Experience with learning platforms (LMS); Moodle is an asset.
• Experience with customer ticketing tools; Freshdesk is an asset.
• Experience working in a customer-facing environment with a strong client-service focus.
• Experience in fast-paced, multinational tech environments is an asset.
• Experience with complex and large Excel files as database tracking.
• University degree (BS or BA) preferred
  
  

This is a unique opportunity for a business-oriented professional to thrive in a dynamic environment. If you excel in business operations, resource management, and customer support and have a passion for learning organizations, we encourage you to apply.

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members. All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.

About Our Team:

Join our team, known for its collaborative ethos, working seamlessly with global customers, internal engineering teams and product development groups. Our team culture emphasizes continuous learning, innovation, and a strong commitment to customer satisfaction. We embrace Fortinet’s core values of openness, teamwork and innovation, fostering an environment where team members support each other, share knowledge, and leverage AI to solve complex technical challenges. Our inclusive and dynamic team thrives on collaboration and is driven by the shared goal of maintaining Fortinet’s high standards of excellence in cybersecurity solutions

Why Join Us:

We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe