Manager, Client Training & Enablement

Position Summary

Rosnet is seeking a Manager, Client Training & Enablement to lead, redesign, and elevate our existing client training function.

This individual will take ownership of an established training team and program, assess what is working today, and reimagine how Rosnet educates its clients – modernizing curricula, standardizing delivery, and evolving the function into a more scalable, measurable, and client-centered model.

The ideal candidate is a hands-on leader and change agent who has experience transforming and scaling existing training programs, preferably within restaurant technology, hospitality technology, or enterprise SaaS. This role will partner closely with Implementations, Client Success, Support, and Product to ensure clients receive consistent, effective training throughout onboarding and their ongoing relationship with Rosnet.

Key Responsibilities

1. Training Strategy & Function Redesign

• Lead Rosnet’s existing client training function and redefine its strategy and processes to support Rosnet’s growth.
• Develop a prioritized roadmap for improving current training programs, content, and delivery methods.
• Evolve training processes so they scale with Rosnet’s continued client and location growth.

2. Curriculum & Learning Content Modernization

• Own and modernize Rosnet’s existing training curricula.
• Refine and expand role-based learning paths for restaurant roles, progressing from foundational product knowledge to advanced platform functionality.
• Refresh and standardize training materials, including instructor-led presentations, user guides, videos, tutorials, knowledge articles, and self-service resources.

• Optimize use of current and emerging training technologies, including but not limited to AI-assisted content creation, video, and in-app guidance
• Partner with Product, Engineering, and Marketing to keep training content current as the platform evolves, translating new functionality into practical educational content.
• Expand or introduce train-the-trainer programs.

3. Client Onboarding & Ongoing Education

• Partner with the Implementations team to strengthen how structured client training is embedded in the implementation lifecycle, including client needs assessments and consultative engagements.
• Standardize training milestones, client readiness criteria, client responsibilities, and completion requirements so clients receive role-appropriate training before transitioning to ongoing support.
• Expand ongoing education programs for existing clients, including new features, advanced functionality, and refresher training.
• Work with Support and Client Success to turn recurring client issues into proactive education that increases product adoption, reduces reliance on Support, and supports expansion and retention.

4. Team Leadership

• Lead, coach, and develop the existing client training team, building the skills needed to deliver a redesigned training model.
• Lead the team through change while fostering a client-focused, accountable, and continuous-improvement-oriented culture.
• Improve training scheduling, capacity planning, and resource allocation processes.

5. Performance Measurement & Continuous Improvement

• Define and track KPIs for training completion, time to completion, client readiness, proficiency, satisfaction, and team capacity and utilization.
• Evaluate training effectiveness through quality assurance, assessments, client and internal stakeholder feedback, and post-training outcomes.
• Develop regular reporting on training performance, improvement opportunities, and client education outcomes.

Required Qualifications

Experience

• 5+ years of experience in client training, client education, learning and development, enablement, or related functions.
• 3+ years of experience managing training teams or leading enterprise-wide training initiatives.
• Strong project management, organizational, and cross-functional leadership skills.

Technical Skills

• Proven experience developing structured curricula, instructional materials, and scalable learning programs.
• Experience supporting complex software products or operational workflows.
• Familiarity with LMS platforms, digital learning tools, and virtual training delivery.

Communication & Interpersonal Skills

• Ability to translate complex technical concepts into accessible, practical training.
• Strong cross-functional leadership
• Comfortable operating as both a strategic leader and hands-on contributor, and leading teams through change.

Other Requirements: Must be authorized to work in the United States.

Preferred Qualifications

• Experience in restaurant technology, hospitality technology, multi-unit restaurant operations, or back-of-house software.
• Familiarity with restaurant labor management, inventory management, food cost management, or operational reporting.
• Experience delivering software training to franchisees, restaurant managers, and distributed operational teams.

• Demonstrated experience redesigning, modernizing, or scaling an existing client training function.
• Experience launching or improving client certification programs or scalable self-service learning platforms.
• Experience in a high-growth, private equity-backed SaaS environment.
• Experience using data and reporting to measure training effectiveness, and to turn insights into program improvements

Competencies & Success Indicators

• Change leadership – guides team through transformation, builds buy-in, and keeps performance steady during transition.
• Strategic thinking and planning - assesses the current state, sets priorities, and builds a roadmap that scales with company growth.
• Curriculum & learning design - develops clear, role-based learning content that moves clients from foundational to advanced product use.
• Cross-functional partnership - Builds trusted working relationships with Implementations, Client Success, Support, Product, Engineering, and Marketing.
• Data-driven performance management - defines meaningful metrics, measures effectiveness, and uses results to improve.
• Client focus – keeps client outcomes at the center of training decisions
• Team development & accountability – coaches individuals, sets clear expectations, and builds a high-performing, accountable team.

Work Environment & Physical Requirements

This position is primarily performed in a hybrid, office-based (KCMO) environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role in accordance with the Americans with Disabilities Act (ADA) and applicable state laws.

• Prolonged periods of sitting and working on a computer
• Ability to communicate clearly via video, phone, and written formats

• Occasional travel to customer sites or events as needed.

Compliance & Equal Opportunity Statement

Rosnet is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other characteristic protected by applicable federal, state, or local law.

This job description is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or remove duties as business needs change. This document does not constitute an employment contract.

Rosnet participates in E-Verify.