Education and Knowledge Training Manager (F/M/X)

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation.

Our 2,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels

and staff across 110 countries and to shape the future of hospitality.

Accor Tech & Digital, jobs in the tech field where intelligence is above all human !

Accor Tech is a leading hospitality technology operating across the world: our global

#OneTechTeam works to simplify and accelerate the global tech ecosystem that powers Accor.

Our 1,200 talents, passionate about innovation and problem-solving, support our 5,500 hotels and offices in 110 countries to deliver an exceptional experience to our 100 million customers.

They also dedicate themselves to shaping the future of our rapidly evolving and highly competitive industry, while building a sustainable future.

Join our truly diverse and creative team that tackles technical challenges every day.

With us, dare to impact the world!

Here is where your greatest challenge awaits you:

The Education and Knowledge Training Manager will play a pivotal role in driving the success of the global support organization by ensuring that support teams are equipped with the knowledge and skills needed to deliver outstanding service to customers worldwide.

Your mission:

• Training Program Development: Collaborate with stakeholders to assess training needs and develop comprehensive training programs for global support teams. This includes designing training materials, curriculum development, and delivering training sessions both in-person and remotely.
• Knowledge Management: Create and maintain a centralized knowledge base containing troubleshooting guides, best practices, FAQs, and other resources to support global support teams in resolving customer inquiries efficiently.
• Ensure that knowledge resources are up-to-date and accessible to all team members.
• Onboarding and New Hire Training: Develop and deliver onboarding programs and training materials for new support team members to ensure a smooth transition and quick integration into the team. Provide ongoing support and mentorship to new hires during their initial period.
• Continuous Learning Initiatives: Identify opportunities for continuous learning and skill development within the support organization.
• Develop and implement initiatives such as workshops, webinars, and self-paced learning modules to address training gaps and promote professional growth.
• Performance Evaluation: Evaluate the effectiveness of training programs and learning initiatives through assessments, feedback surveys, and performance metrics. Analyze results to identify areas for improvement and make recommendations to enhance training effectiveness.
• Collaboration with Stakeholders: Collaborate closely with cross-functional teams, including product development, customer success, and sales, to ensure alignment between training initiatives and business objectives. Gather feedback from stakeholders to inform the design and delivery of training programs.
• Stay Updated: Stay up-to-date of industry trends, best practices, and emerging technologies in training and education.
• Incorporate new knowledge and techniques into training programs to ensure relevance and effectiveness.

And you : ?

You have a Bachelor's or Master's degree in Computer Science or Hospitality Management and a minimum of 5 years of experience in ITSM, support management, or knowledge management, ideally within the hospitality industry.

Hardskills:

• Certified in ITIL v4 foundation or higher.
• Possess innovative thinking with practical learning and knowledge-sharing solutions.
• Comfortable working with technology systems.
• Demonstrate a superior customer service attitude.
• Have a proven ability to build relationships and collaborate with key stakeholders.
• Fluent in both English and French; proficiency in Portuguese is optional.

Accor dares to impact:

- the world

• We are committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.
• On the tech side, we are committed to reducing the impact of digital technology across all our projects.

- your career:

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.
• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.
• We value the richness of diverse nationalities represented, from various backgrounds, encompassing all the stories that make us who we are. We encourage diversity in personalities and professional paths. We know how to adapt to the specific needs of our employees, especially those with disabilities.

- Specifically, at Accor Tech

• Continuous improvement & training: Hackathons, exceptional technological partnerships, dedicated talent management, and a specialized platform for training, Digitech Academy & certifications.

and also,

• Remote work,
• Work from Everywhere: Personal access provided to over 500 coworking spaces, many of which are within our hotels.
• ALL - Heartist® Program: Unforgettable stays and experiences at all Accor locations and partner venues worldwide.
• Heartist® for Good Program: Commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
• Sustainable Mobility Package up to €700 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).
• €10 meal vouchers.
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
• And at our Issy les Moulineaux site: Collaborative workspaces, an employee restaurant, unlimited coffee, gaming and sports areas, a concierge service, and a park just across the street

Is this mission appealing to you?

Recruitment is all about people!

Apply, and we will offer you:

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.
2. An interview with the team manager responsible for the role you are interested in.
3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.
4. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.
5. A personalized feedback.