Training Manager

The Immigrant Legal Resource Center is Hiring!

Training Manager – San Francisco, CA

The Immigrant Legal Resource Center (ILRC) is seeking a full-time Training Manager based in our San Francisco office. This is an exempt position that reports to the Associate Director of Educational Program Management.

The ILRC currently has a hybrid work model requiring at least two in-office days per week.

The ILRC is a leading national nonprofit legal support center headquartered in San Francisco with additional staff in Austin, Houston, Laredo, San Antonio, Southern California, the San Joaquin Valley of California, Washington, D.C., and Washington state. ILRC’s mission is to work with, educate, and enhance the capacity of immigrants, community organizations, and the legal sector, to build a democratic society that values diversity, dignity, and the rights of all people.

Founded in 1979, the ILRC is one of the foremost experts on engaging immigrants and developing their leadership in the democratic process, providing expertise on complex issues of immigration law, procedure, and policy, and engaging in advocacy and educational initiatives on policies that affect immigrants. We are a team-based organization that makes most of its decisions in a collaborative manner that allows for significant staff input.

In this role, you will lead the development and execution of ILRC’s training programs, including webinars, recordings, and in-person seminars. These training events provide expert immigration legal assistance to attorneys, paralegals, advocates, nonprofit staff members, and other immigration practitioners across the country. This individual will also provide technical and troubleshooting assistance to internal and external presenters and team members to ensure smooth and seamless delivery of training programs to ILRC’s target audiences. The Training Manager will supervise the ILRC Training Associate, Training Coordinator, and Education Team Operations Coordinator.

Responsibilities

Training Program Management

• Support the work of the ILRC attorney trainers, external guest trainers, and the ILRC Associate Director of Educational Program Management.
• Lead the planning, delivery, and tracking of our webinars, seminars, and other training events calendar.
• Provide strategic input to enhance the development and delivery of our training events, particularly related to online learning.
• Create project/material timelines for attorneys to ensure clear and accurate expectations are set related to training materials and presentations.
• Manage the planning and production of ILRC webinars, including pre-production preparation, conducting practice webinars with attorneys and guest presenters, providing customers with registration links, responding to customer service inquiries in a timely manner, and finalizing post-production activities.
• Edit webinars and upload the recordings to Drupal/ILRC webstore.
• Maintain accurate record-keeping, tracking, and reporting in Salesforce, Drupal, and Zoom Webinar.
• Ensure quality training events by implementing evaluation tools and best practices, including curating customer feedback.
• Ensure compliance with relevant state bar associations as an organizational Continuing Legal Education (CLE) provider.
• Facilitate the development of our webinar schedule, including managing topic brainstorming sessions with the attorneys and collecting all necessary information such as webinar titles, presenters, bios, and final dates.
• Build webinar product pages in Drupal and provide relevant details to the Finance Team to prepare for the upcoming webinar calendar.
• Recommend webstore enhancements and features to improve customer experience and minimize internal manual processes. Consult with third-party vendors under the guidance of IT and participate in discovery, implementation, and testing of webstore upgrades.
• Track and analyze expenses and revenue of webinars, seminars, and other training events. Provide data, reports, and information from webinars, seminars, and other trainings events as requested.
• Ensure appropriate communication to support staff when new training-related systems or technologies are implemented.

Customer Service Management

• Provide customer service support related to client inquiries, including requests for support or information about ILRC’s training-related products, order status, and technical issues related to webinars or recorded webinars. Customer inquiries may be in the form of email messages, telephone calls, voice mail messages, or online orders.
• Assist customers with refund requests. This involves coordinating refunds with the Finance Team and documenting returns in Salesforce and Drupal.
• Assist ILRC attorney trainers and external guest speakers with inquiries related to the webinar platform and other technical questions.
• On occasion, represent ILRC at training events, such as in-person seminars. This includes assisting with participant registration, disseminating materials, responding to customer and venue staff questions, monitoring CLE sign-in sheets, and assisting trainers with presentation and room set-up.

Cross Departmental Support

• Troubleshoot Zoom Webinar, Salesforce, and Drupal issues; escalate to the appropriate party, including ILRC IT Team, consultants, or vendors.
• Provide technical assistance to attorneys and guest presenters before and during webinars.
• Provide technical support and training for Education Team members and, on occasion, the Admin Team when they are providing backup support for one-off training events.
• Respond to inquiries from the Finance Team related to customer orders and/or refunds.
• Respond to data requests from the Grants Team and/or attorneys to assist in the completion of funder reports.
• Build new/updated publication product pages in Drupal.

Other Responsibilities

• Lead the Training Team and facilitate meetings. Schedule meetings, solicit agenda topics, create the agenda, and take notes. Facilitate and document development of Training Team workplan and ensure progress towards goals.
• Supervise the Training Associate, Training Coordinator, and Education Team Operations Coordinator.

Qualifications

• Five to six years of event training and/or project management experience. This includes online and in-person training events.
• Previous staff supervisory experience is required.
• Excellent computer skills and demonstrated effectiveness in the following programs:
• Microsoft Office 365 (preferred); PowerPoint or Slide Presentation development and formatting experience preferred
  • Salesforce (preferred)
  • Zoom Webinar (preferred)
  • Drupal (preferred)
  • Foxit PDF Editor or Adobe Acrobat (preferred)
  • Slack (preferred)
• Excellent customer service and interpersonal skills.
• Must be organized and detail-oriented.
• Clear communication and writing skills.
• Ability to remain composed during times of high-stress/high-volume customer service inquiries.
• Excellent analytical and problem-solving skills.
• Ability to work as part of a team and autonomously.
• Ability to travel occasionally to immigration legal conferences or in-person seminars (approximately 5%)

Compensation/Benefits:

Pay is commensurate with experience. The salary range for the position will be $105,000 – 115,000. The ILRC offers excellent benefits, medical/dental/vision insurance, EAP sessions, a flexible spending account for medical and dependent care, vacation, and sick leave. The ILRC also sponsors a retirement plan option upon fulfillment of eligibility. Additionally, we offer an annual professional development stipend of $2,500, and, from 2024 – 2027, an annual wellness stipend of $2,500.

Applications:

This position will remain open until July 7th. To ensure consideration of your application, please submit a cover letter explaining your qualifications for the role, salary requirements, a current resume, as well as the names and contact information of three professional references, one of which must be a supervisor.

No phone calls, please.

As a condition of employment at the ILRC, you will be required to submit proof of vaccination and at least two booster shots against COVID-*

The ILRC is an equal opportunity employer and does not make hiring or employment decisions on the basis of race, color, religion or religious beliefs, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability age, military or veteran status, or any other basis protected by applicable local, state or federal laws. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, ILRC will also consider for employment qualified applicants with arrest or conviction records.

The ILRC provides reasonable accommodations as required by law. Employees may request an exception from vaccination requirements (if applicable) if the vaccine is medically contraindicated for them or medical necessity requires a delay in vaccination. Employees also may be legally entitled to a reasonable accommodation if they cannot be vaccinated because of a disability, or if receiving a COVID-19 vaccination conflicts with a sincerely held religious belief, practice, or observance. There may be other recognized exceptions under applicable state and/or local laws.