Training Program Manager
3 weeks ago
The Global Vendor Operations organization oversees vendor operations. These vendors provide support to all users -- viewers, paid users and subscribers, and Creators, artists and media companies globally, across all products.
The Vertical Operations Agent Enablement team supports operations to deliver great experiences to Creators, Partners and Consumers (Paid Subscribers), by empowering our agents with great Onboarding & Upskilling strategies, Knowledge Management and Quality processes.
Role Responsibilities
- Design and land L&D strategies
- As Training Program Manager, you help agents to provide great experiences to Creators, Partners and YT paying customers, by providing learner-centric training strategies.
- You will leverage your L&D expertise to define business driven L&D strategies (Sales or Support operations), including : defying type of training, methodology, onboarding plans, coordinating Training and Knowledge content development
- You will keep close partnership with business leads, capturing their priorities and proactively planning to support future launches and to anticipate training needs
- You will partner with VMOs and vendors to ensure smooth delivery to our global service delivery centers, and advocate the continual improvement of the agent training experience.
- Inform and influence strategic Tools’ roadmaps by collaborating with the relevant cross functional teams and see them through to execution and impact
- Drive Agent Quality
- You will partner with Quality PgMs to analyze business results and agent quality, to identify and deliver agent enablement strategies to drive agent improvement.
- You will monitor training execution efficiency and report training progress and evaluate the training to understand its effectiveness in preparing agents to meet the operations' targets (CSAt, Quality, sign ups, etc..)
- Stakeholder Management
- Demonstrate a deep understanding of the Managed Services landscape and Training & Knowledge Management processes, being able to lead and engage in decision making processes and influence without authority
- Manage cross functional, multicultural stakeholders, balance multiple perspectives to assess needs, request and secure support to make efficient decisions
- Champion a collaborative and influential leadership, while having the ability to challenge the status quo and lead change with empathy, comfortably handling crucial, challenging and difficult conversations respectfully
- Manage polarities between operational goals and business goals
- Develop data driven and compelling narratives that powers Biz Ops leadership quality related decision making
Minimum requirements
- Bachelor's degree in education, Instructional Design, a related field, or equivalent practical experience.
- 5 years of experience in outsourced business/shared services environment, particularly in customer support and or sales enablement function
- Experience deploying training programs to third-party partners.
Preferred Qualifications:
- Proven ability to work with our partners (Vendor Operations and vendor agents) in a positive, productive way that encourages collaboration
- Strong executive communication and collaboration skills, track record of ability to influence without authority at all levels, and ability to cultivate strong cross-functional relationships for mutual benefit
- Experience using learning management systems to organize and deploy trainings at scale.
- Familiarity with Connect Composer, content management system, or other standard CMS software.
- Experience collecting, synthesizing, analyzing, and visualizing complex sources of data, ultimately used to derive insights and form recommendations to improve operational efficiency and efficacy. Ability to build stories and compelling narratives that enable thoughtful decision making.
Disclosure: The hourly pay range for this position is $57.73 to $64.14/hr. (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, and 401k. * Note: Disclosure as required by the Equal Pay for Equal Work Act (CO), NYC Pay Transparency Law, and sb5761 (WA).
About Synergis
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law. For immediate consideration, please forward your resume to Kyle Corbin at kcorbin@synergishr.com
If you require assistance or an accommodation in the application or employment process, please contact us at kcorbin@syergishr.com
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