Training Resource Manager

Description

The Training Resource Manager is responsible for leading, developing, and engaging a team of qualified and diverse instructors. Responsibilities include successful execution of assigned training programs, ensuring compliance with regulations appropriate to the FAA and/or any other regulatory agencies (national aviation authorities – NAA) as required. Strong focus on quality with a continuous drive towards process improvement and client satisfaction. Demonstrate integrity and discretion in handling sensitive/confidential information.  

• Foster the ATC culture by attracting, developing, and engaging instructors to provide exceptional customer service standards.
• In accordance with Civil Global Training policy and ATC standards, develop and manage instructor performance by conducting simulator and classroom assessments to continuously improve training delivery and the customer experience.
• Establish strong communication with direct reports with frequent one-on-one discussions and reinforce collaboration with supporting teams.
• In accordance with the Civil Global Training policy, ensure that instructors receive appropriate training for their respective platforms, ATC systems, customer experience and regulatory training on an ongoing basis.
• Foster a customer-focused culture in alignment with business goals and objectives.
• Communicate and utilize data from the customer satisfaction survey to provide clear and valuable insights into customer satisfaction, experience, and expectations to improve service delivery.
• Respond to and resolve customer inquiries, requests, and concerns in a positive manner; coordinate back with supporting functions to ensure a positive customer experience. Readily readjust priorities to respond to pressing and changing client needs. Recognize potentially adverse client reactions and develop better alternatives.
• Ability to maintain strong customer orientation under adverse circumstances.
• Manage and continually strive to increase the effectiveness and efficiency of operations to meet or exceed capacity by planning and scheduling resources to include instructors, classrooms, and simulators.
• Ensure operations compliance with regulatory laws, standards requirements, and company policies and practices.
• Oversee the development, implementation, modification, presentation, and ongoing sustainment of courseware, training documentation, and training devices associated with the program to align with effective training delivery and regulatory requirements.
• Maintain instructor qualifications in accordance with ATC’s business needs, processes and procedures, and applicable regulatory requirements.
• Develop & maintain strong positive business relationships with key internal clients to clearly understand their business processes and the development/articulation of short/long-term business objectives.
• Other duties as assigned. 

Requirements

• Bachelor’s degree in job-related field or significant experience in a similar position within the industry. Extensive aeronautical and aviation training experience preferred. MBA is an asset.
• Minimum 8 years of progressive aviation experience in a high-volume, fast-paced environment. Previous Training Manager experience highly preferred, or 3 years as an Instructor Pilot strongly desired.
• Excellent knowledge of business principles including finance, sales/marketing, management, aviation, facilities management, and technical training. Proven track record of managing day-to-day operations demonstrating cost control and quality management.