Sr. Manager, Training Support Operations

Senior Manager - Training & Support Operations (TSO)Location: Winter Garden, FL (On-Site)Job Overview: TopoDOT LLC is a leading software development company providing advanced solutions for processing geospatial point cloud data in civil infrastructure applications. We are seeking a Senior Manager of Training & Support Operations (TSO) to join our headquarters team in Winter Garden, Florida.Reporting to the remote Director of TSO, the Senior Manager will oversee day-to-day operations of the U.S.-based TSO team, composed of Application Consultants supporting TopoDOT's customer success, training, and technical support initiatives. This role ensures the team's performance, aligns with company objectives, and supports account acquisition and development efforts. The ideal candidate will be a hands-on leader with a strong technical background in the geospatial industry and experience managing high-performing teams in a multi-task environment.This is an on-site role and requires direct experience in the geospatial industry.Key ResponsibilitiesTeam Leadership & ManagementSupervise and mentor the U.S.-based TSO team of Application Consultants.Ensure TSO consultants maintain high competency in TopoDOT product usage and best practices.Assign and oversee support and training tasks, ensuring deadlines and quality standards are met.Align team technical development with TopoDOT's broader strategic goals.Maintain clear documentation of individual team member performance and forecast staffing needs.Establish and enforce scheduling and performance protocols to maintain operational visibility.Training Program ExecutionSupport the development and delivery of training programs for TopoDOT University (online), virtual/on-site sessions, and the annual TopoDOT User Conference (TUC).Contribute to standardized curriculum development used across internal, external, and event-based training initiatives.Work with the Director to maintain curriculum consistency and relevance across all training platforms.Support OperationsManage incoming technical support requests, ensuring timely and accurate resolution.Act as an escalation point for complex issues and ensure effective customer communication.Oversee the use and optimization of tools such as Zendesk for support workflows and documentation.Consulting & Customer EngagementCoordinate with sales and business development teams to provide technical expertise for demonstrations and evaluation projects.Support TSO involvement in account acquisition and development activities.Act as a customer advocate, gathering feedback and supporting product improvement conversations.Performance Monitoring & ReportingTrack team and individual performance, including task progress, delivery timelines, and issue resolution.Report on key metrics (e.g., ticket volume, satisfaction, resolution time) and provide actionable insights to leadership.Participate in performance reviews and address performance concerns in collaboration with the Director.Cross-Team CollaborationServe as the local liaison for U.S.-based TSO operations, ensuring alignment with the remote-based Director.Support initiatives from other TopoDOT teams (e.g., Development, Sales, Consulting) by allocating appropriate TSO resources and communicating progress.Travel & Event SupportAssist in organizing and attending key training events, conferences, and on-site customer sessions.Occasional travel (several times per year) is required.QualificationsBachelor's degree in Geomatics, Civil Engineering, Computer Science, or related field preferred; equivalent work experience considered.Mandatory experience in the geospatial industry, particularly in LiDAR and point cloud data processing.Minimum 3 years in a technical support or training role, with 1-2 years in a leadership or supervisory role.Strong proficiency in MicroStation and 3D design workflows.Experience with CAD deliverables for civil infrastructure (TopoDOT experience strongly preferred).Familiarity with Department of Transportation CAD standards is a plus.Proficient with Zendesk, Salesforce, and training platforms (e.g., Camtasia) is a plus.Excellent organizational, communication, and problem-solving skills.Demonstrated ability to manage teams and processes in a dynamic, multi-task environment.

Created: 2025-05-24