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RideCo On-Demand Transit · 3 weeks ago

Trainer and Change Management Specialist

New York, NY

Full-time

Hybrid

Senior Level

$75K/yr - $100K/yr

5+ years exp

RideCo is a rapidly growing company in the transportation technology industry, focused on transforming public transit through on-demand solutions. The Trainer and Change Management Specialist will be responsible for facilitating training, supporting change management, and ensuring the successful adoption of RideCo’s platform among various stakeholders.

Logistics

Growth Opportunities

Responsibilities

Deliver Training & Support Change Adoption: Facilitate technical in-person classroom, in-vehicle, and virtual training sessions to educate RideCo’s implementation partners and customers. Use proven change management principles to support user readiness, build confidence, and reduce resistance to new processes and technologies

Lead Change During New Service Launches: Support and oversee soft launches by delivering training and change communications, identifying knowledge gaps, and reinforcing key learning objectives. Ensure clients are confident using the platform and assist program managers with virtual stop vetting and siting analysis. Act as a change champion to smooth transitions and increase long-term adoption

Develop and Maintain Training & Change Enablement Materials: Create high impact training resources for various delivery formats—presentation slide decks, job aids, reference guides, handouts, videos, and e-learning modules. Design materials not only to teach functionality but to support behavior change and process adoption. Lead the development of self-serve modules for both clients and internal stakeholders

Champion Internal Knowledge Sharing & Change Readiness: Own and manage the internal knowledge base (Confluence), ensuring accurate, up-to date content that supports staff in adopting new workflows and system updates. Foster a knowledge-sharing culture by encouraging contributions and aligning internal teams with best practices

Drive Customer Self-Service and Empowerment: Lead the creation of a client facing support portal/knowledge base, enabling customers to self-serve common tasks and troubleshoot effectively. Develop step-by-step guides (e.g., how to add a driver, register users, or configure dashboards) to ease the transition to new tools and processes

Client-Facing Documentation for New Features: Develop clear and engaging documentation for new platform features to support client understanding and smooth integration into existing workflows. Help clients manage change by contextualizing features within their day-to-day operations (e.g., feature guides like shift labels)

Contribute to Product Improvements: Share user feedback and insights with the Product team to help refine usability and user experience. Act as the voice of the end-user to identify where additional support or change enablement may be needed to ensure platform success

Support Marketing & Education Initiatives: Collaborate with the Marketing team to develop educational content for RideCo’s website that speaks to prospective clients’ operational needs and helps them understand the benefits and capabilities of the platform during early stages of change

Other duties and projects as assigned

Qualification

Change managementTraining developmentTechnical software supportTransit industry experienceTroubleshooting skillsCommunication skillsProject managementMicrosoft OfficeClient-facing experienceKnowledge sharing

Preferred

Bachelor Degree or Diploma in Education, Marketing, Communications, Public relations or equivalent degree, or a related field (or equivalent combination of education and experience.)

5 to 10 years of experience in the Transit industry (i.e., experience working as a trainer, technical delivery manager, operations or services manager, etc.)

1 to 5 years of direct customer-facing experience in a technical software support role

Strong written/oral communication and presentation skills

Experience developing and documenting training materials in a technical software related environment

Superior troubleshooting and problem-solving skills

Ability to learn and apply new technologies quickly. Proficient with Microsoft Office tools (Powerpoint) and other similar content presentation software

Project management experience is an asset: Experience establishing requirements, maintaining project plans, communicating with stakeholders, and delivering results on-time

Location: Remote in the USA: based in or near Atlanta, Dallas, New York, Chicago

Ability to travel up to 60% of the time within North America