Technical Training Specialist

We are hiring a Technical Training Specialist to write and maintain the technical training content our franchise network needs to operate Sylvan's proprietary systems. Sylvan runs a large technical footprint than a typical franchise brand: Sylvan Sync (our operations platform), MySylvan (our virtual tutoring platform), Hub, our CRM and its integrations with institutional partners and Bright Horizons, and a possible new CRM if the current system is replaced. This role translates that into SOPs, user manuals, and process documentation that franchisees and staff can follow with confidence. This role is scoped to Sylvan-proprietary systems that complement the platform level systems. Key Responsibilites Write and maintain technical SOPs, user manuals, and process documentation for Sylvan Sync, MySylvan, Vista, our CRM, and its integrations with institutional partners and Bright Horizons, plus a new CRM system if one is adopted — the core deliverable of this role. Partner directly with the internal team and vendors responsible for these systems to convert system functionality and workflow changes into accurate, current training content. Review technical training content for accuracy before the Training Presenter delivers or communicates it to franchise owners. Serve as the administrator of Sylvan's LMS instance: manage course uploads, user accounts, enrollments, and permissions, and troubleshoot access issues for franchisees and staff. Sylvan currently owns this function and it is not being absorbed by Unleashed corporate. Conduct needs assessments focused specifically on system and technology training gaps, working with the Senior Director to prioritize documentation as systems change. Develop supporting technical job aids, quick-reference guides, and process maps for system workflows. Monitor LMS data such as completion rates, engagement, and usage for Sylvan's technical/systems training and use it to identify where documentation needs revision. Coordinate with HR/L&D's technical writer where a system or platform is shared across brands, to avoid duplicate documentation. Required Qualifications & Skills Write and maintain technical SOPs, user manuals, and process documentation for Sylvan Sync, MySylvan, Vista, our CRM, and its integrations with institutional partners and Bright Horizons, plus a new CRM system if one is adopted — the core deliverable of this role. Partner directly with the internal team and vendors responsible for these systems to convert system functionality and workflow changes into accurate, current training content. Review technical training content for accuracy before the Training Presenter delivers or communicates it to franchise owners. Serve as the administrator of Sylvan's LMS instance: manage course uploads, user accounts, enrollments, and permissions, and troubleshoot access issues for franchisees and staff. Sylvan currently owns this function and it is not being absorbed by Unleashed corporate. Conduct needs assessments focused specifically on system and technology training gaps, working with the Senior Director to prioritize documentation as systems change. Develop supporting technical job aids, quick-reference guides, and process maps for system workflows. Monitor LMS data such as completion rates, engagement, and usage for Sylvan's technical/systems training and use it to identify where documentation needs revision. Coordinate with HR/L&D's technical writer where a system or platform is shared across brands, to avoid duplicate documentation. Company Paid Holidays Flexible Paid Time Off Multiple health care insurance plans that cover medical, dental, prescription, vision, and employer HSA contributions Competitive 401(k) Program with employer matching contributions Daily dress code of "business casual" A positive work environment And much, much more Company Description Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 1,300 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit Unleashed Brands is headquartered in the Dallas/Fort Worth Metroplex. Commitment to Equal Opportunity Unleashed Brands is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. ADA Consistent with the Americans with Disabilities Act (ADA), Unleashed Brands will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Unleashed Brands is proud to be an equal-opportunity employer. #J-18808-Ljbffr Unleashed Brands