International Support Training Program Manager
Are you an expert in training program management? Do you have a passion for developing and executing strategic approaches to building skills at pace and scale? We are seeking a highly skilled International Support Training Program Manager to join our team.
About the Role
The successful candidate will be responsible for deeply understanding the skills required to thrive in our front-line agent teams, executing a comprehensive approach to building those skills, and constantly evaluating where training tactics are succeeding or lagging. You will work closely with team members across different levels and tenures to bridge knowledge gaps, improve the quality and reliability of customer interactions, and driving efficiency within agent day-to-day operations. You will also be responsible for collaborating with, and supporting our external partner teams ensuring consistent process and quality across the organization.
Key Responsibilities:
* Design and implement a comprehensive training framework for the support team, including new hire onboarding and continuing education which is built for scale.
* Drive a strategic transformation in our training function from teaching teams policies to teaching teams skills so that our teams are more adaptable to a fast-paced, dynamic business environment.
* Lead onboarding and training sessions for new hires on the team, and regularly conduct continuous training sessions to ensure adoption of new processes and fill knowledge gaps.
* Work with QA, Policy, and Ops teams to identify knowledge gaps and proactively address them through training.
* Build and manage project plans for training rollouts.
* Develop and implement KPIs to assess the effectiveness of training programs.
* Regularly analyze training data to identify trends, assess knowledge retention and evaluate the impact of training on employee performance.
* Partner with our Vendor Management teams to ensure there is consistency across the enterprise with learning development and knowledge retention.
* Build a centralized training repository to ensure consistency and accessibility of learning materials.
Requirements
To be successful in this role, you will need:
* 7+ years of experience in training program management, L&D, or support operations.
* A strong focus on internal customers' needs and satisfaction, with an emphasis in demonstrating return on investment in training.
* A player-coach mindset where you are as comfortable executing strategic tactics as you are developing them.
* Experience working with large, diverse customer support, and operations organizations.
* Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles.
* Knowledge of Learning Management Systems, Zendesk, data platforms such as Sigma, familiar with excel/google Sheets (Knowledge of SQL preferred).
We offer a dynamic and fast-paced work environment with opportunities for growth and professional development. If you are a motivated and experienced training professional looking for a new challenge, please apply today!