Manages all training efforts for Dakota Software partners, and clients, focused on usage of software products. This includes needs assessment, design of course curriculum and course pathways, creation of course materials, maintenance of online Help Library and Knowledge Base, and administration of post-training assessments and certifications.In addition, leads customer support processes, including receipt and review of user inquiries regarding the software through a variety of methods of communication, including email, phone and instant messaging. Evaluates inquiries, and assigns the appropriate classification and severity, as well as reviewing complex issues and facilitating resolution or escalation as necessary.

- Integration of Signet's Workforce Management solution, including testing, configuration, corporate rollout, training, and support as well as ongoing effective execution.- Provide Operations with WFM analytic support, including: labor standard maintenance, system configuration and maintenance, general reporting/analytics, training, general management of the WFM system, and Corporate systems integrations.- Ensure effective use and integration of WFM and provide ad-hoc analysis and reporting.- Responsible for day-to-day management of consultative services related to the WFM system, including Signet, vendor, and third-party providers.

- Create and direct the strategic focus of the Contact Center Training Department, while ensuring that the development and implementation of all training and performance solutions are targeted to improve operational, financial and performance results.- Lead the overall vision, strategy, and execution of all technological projects affecting and expanding learning, performance improvement and diversity offerings within the Sterling Division (and/or beyond, as required).- Support the training, consultation, and implementation of succession management initiatives including key talent identification and calibration, succession planning, and skills inventory.- Construct and lead all analysis of learning, performance improvement and diversity strategies. - Responsible for the strategic leadership of customer focused training, and career development programs to maximize Team Member satisfaction/engagement, improve retention, and develop Team Members at all levels for effectiveness and succession planning. - Direct and perform needs analysis, instructional design and content development, training delivery, implementation, effective change management and program evaluation unique to Contact Centers, while identifying and leveraging opportunities for synergy and commonality amongst all training functions. - As a member of the Learning and Performance Board, ensure enterprise-wide effectiveness, and the scalable and strategic success of all programs and services offered by Sterling’s Training & Performance Improvement department.

- Integration of Sterling's Workforce Management solution, including initial testing, configuration, corporate rollout, training, and support as well as ongoing effective execution.- Provide Operations with WFM analytic support, including: labor standard maintenance, system configuration and maintenance, general reporting/analytics, training, general management of the WFM system, and Corporate systems integrations.- Ensure effective use and integration of WFM and provide ad-hoc analysis and reporting.- Responsible for day-to-day management of consultative services related to the WFM system, including Sterling, vendor, and third-party providers.- Responsible for the management, development, logistics, and facilitation of all WFM training functions for Home Office and Field Operations users, including Store, Design & Service Center, District, and Divisional leadership.