Training Program Manager
Job Summary
Job Description
- Bachelor's degree in related field or equivalent experience
- 7+ years vendor management experience (domestic/international)
- 7+ years client-facing experience in logistics
- 5+ years operations management experience
- Develop and implement training programs
- Collaborate with cross-functional teams
- Analyze training effectiveness and make improvements
- Experience with learning management systems
- Experience with scaled operations and vendor-first models
- Experience with Connect Composer or Google CMS
- Excellent communication skills for executive leadership
3 skills required
Job Details
Minimum qualifications:
- Bachelor's degree in Education, Instructional Design, a related field or equivalent practical experience.
- 7 years of experience with working in domestic and international environments managing vendors (e.g., suppliers, manufacturers) or third-party logistics.
- 7 years of experience in a customer or client-facing role supporting logistics operations.
- 5 years of experience in managing operations.
Preferred qualifications:
- Experience using learning management systems to organize and deploy training at scale.
- Experience with scaled operations and defining learning and development strategies in a vendor first operating model.
- Ability to build partnerships with business partners and team members; ability to influence others towards desired outcomes.
- Familiarity with Connect Composer, Google's content management system, or other standard CMS software.
- Excellent communication skills to interact with executive leadership - with a well-focused attention to detail, to craft tactical narratives and to facilitate sessions.
About the job
A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.
As Training Program Manager, you will help agents to delight customers by providing learner-centric training strategies. You will analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience.
Working with our cross-functional teams, you will create training project plans, review the design and development process, develop knowledge base articles, and coordinate with our vendors to ensure smooth delivery to our global service delivery centers. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers.
Additionally, you should have excellent leadership, organizational, problem-solving, networking, and communications skills.
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.
Responsibilities
- Consult with business partners and stakeholders to determine the most effective training strategy to support products and workflows.
- Provide thought leadership to build the training program which balances for efficiency and effectiveness goals for the organization.
- Analyze trends in quality results, product launches, anticipate learning needs, and devise appropriate training interventions.
- Lead the development and implementation of curricular framework for all YouTube training that drive business results.
- Drive training development to completion by managing timelines, overseeing the instructional design process, and coordinating the delivery of training to our help centers.
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About The Company
A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.
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