Training Program Manager
3 weeks ago
Our client, the world's leading search engine and technology company, is seeking a Training Program Manager. This is a 7 month + contract and hybrid remote position located in Atlanta, GA.
Summary:
The Global Vendor Operations organization oversees vendor operations for all the client.
These vendors provide support to all YouTube 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 YouTube Creators, Partners and Consumers (Paid Subscribers), by empowering our agents with great Onboarding & Upskilling strategies, Knowledge Management and Quality processes.
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 YouTube Biz Ops leadership quality related decision making.
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.
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.
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 training at scale.
Familiarity with Connect Composer, Google's 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.
If you have the described qualifications and are interested in this exciting opportunity, please apply
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:
Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF)
Remote opportunities available
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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