GCS Training Manager

1 month ago

Atlanta, United States StubHub Full time

GCS Training Manager

StubHub is growing and looking for people who want to help us shape how millions buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and, most importantly, a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.


Job Description:

In this role, we are looking for someone who has experience leading Training and Instructional Design teams to effectively enable exceptional customer service delivery. The GCS Training Manager role is an important role to ensure highly effective new hire training, ongoing training support to ensure consistent, accurate and helpful service is provided to customers who contact us. We aim to be recognized as the best and most trusted customer experience brand in the world

This Full-Time position may require weekend, holiday, daytime, and/or evening hours.

This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.


Responsibilities:

  • Partner with the internal GCS Leadership Team to ensure alignment and delivery of business priorities related to Training & Instructional Design.
  • Partner with the outsource teams regularly to ensure adherence and accountability in training looking for ways to continually improve efficiency and quality in the customer experience.
  • Partner cross functionally with the StubHub business and product teams to ensure training readiness for business changes.
  • Maintain and continually improve new hire training, develop ongoing training(eLearning or in person facilitated training) based on prioritized business objectives, manage compliance training and tracking, and develop and communicate weekly huddles.
  • Create and maintain all internal content used by agents to ensure they can effectively resolve customer concerns including policies, procedures, talking points, chat responses and email templates.
  • Deliver effective training including new hire training, nesting/on the job training and ongoing training as needed to continually improve the customer experience. This includes train-the-trainer sessions and training certification for outsource teams to be able to conduct training for their site.
  • Oversee the design, development, and implementation of comprehensive training solutions, ensuring alignment with business needs and instructional design best practices.
  • Evaluate the effectiveness and retention of training programs using various metrics and recommend changes for continuous improvement.
  • Develop and deliver ongoing performance related training to supervisors and managers globally.


Competencies:

  • Leadership: Has a positive outlook inspiring others to see the vision, motivating them to deliver on their defined goals. Empowers the team to excel in their current role increasing levels of responsibility to create readiness for future growth ensuring accountability to core job responsibilities.
  • Business Acumen: Brings thought leadership and strategic direction. Quickly learns how the business works, finds creative solutions to business problems, can effectively prioritize multiple assignments, and get things done.
  • Communication: Effectively communicates with leaders at all levels of the organization with experience communicating executive level presentations. Strong interpersonal, organizational and communication skills (written & verbal). Builds partnerships and works collaboratively to meet shared goals.
  • Driven: Works autonomously while creating transparency into the overall plans and outcomes through open communication and cross functional involvement. Ability to manage multiple initiatives and timelines to meet deadlines, while remaining flexible to adapt to business needs. Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Able to execute and deliver meaningful business outcomes.
  • Problem Solving: Quickly learns how the business works, anticipates obstacles, finds creative solutions to business problems, and can effectively prioritize and complete multiple assignments.
  • Manages Complexity: Making sense of complex, high quantity data and information to effectively solve problems. Able to synthesize complex information into a clear, concise narrative.
  • Conflict Management: Ability to skillfully resolve conflict, persuade, and negotiate with internal and external parties.


Required Qualifications

  • 5+ years’ experience in customer service leadership including training and instructional design leadership experience.
  • 3+ years’ experience leading global teams.
  • Experience with large-scale contact centers, global operating environments, or eCommerce Tech preferred.
  • Experience and expertise with MS Office (word, excel), PowerPoint, and project management tools such as Airtable and JIRA preferred.


What We Offer

  • Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
  • Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
  • Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
  • Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.
  • Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.


About Us

StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action.

We are an equal-opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.

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