Training Program Manager, Design and Delivery
Job Summary
Job Description
As a Training Program Manager at YouTube, you'll design and deliver engaging training programs for agents to enhance customer satisfaction. Responsibilities include consulting with stakeholders to define training strategies, analyzing trends to anticipate learning needs, developing and implementing training curricula, managing project timelines and instructional design, coordinating with vendors, delivering training sessions, and evaluating training effectiveness. You will collaborate with cross-functional teams, ensuring seamless training delivery to service centers and drive business results. The role requires strong leadership, organizational, problem-solving, and communication skills. Experience in deploying training to third-party partners and managing cross-functional projects is preferred.
Must have:
- Bachelor's degree in related field
- 7+ years customer-facing experience
- 7+ years vendor/logistics management
- 5+ years operations management experience
- Develop and implement training curricula
- Manage training timelines and delivery
- Collaborate with cross-functional teams
- Evaluate training effectiveness
Good to have:
- Experience deploying training to third-party partners
- Experience managing cross-functional projects
2 skills required
Job Details
Minimum qualifications:
- Bachelor's degree in Education, Instructional Design, a related field or equivalent practical experience.
- 7 years of experience in a customer or client-facing role supporting logistics operations.
- 7 years of experience with working in domestic and international environments managing vendors (e.g., suppliers, manufacturers) or third-party logistics.
- 5 years of experience in managing operations.
Preferred qualifications:
- Experience in deploying and delivering training programs to third party partners.
- Experience in managing cross-functional projects with delivery in organizations.
- Ability to build partnerships with business partners and team members, and collaborate effectively with others.
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.In this role, 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. You will collaborate with cross-functional teams to create training project plans, oversee the design and development process, and coordinate with vendors to ensure seamless delivery to our 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. You will have 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 plan the effective training strategy to support products and workflows.
- 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.
- Deliver training sessions on new products, policies, and procedures as needed.
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