Training Program Manager, Design and Delivery
Job Summary
Job Description
The Training Program Manager at YouTube will design and deliver learner-centric training strategies for agents, ensuring they delight customers. This role requires analyzing trends, anticipating training needs, and improving the agent training experience. Responsibilities include collaborating with cross-functional teams to create training project plans, overseeing design and development, coordinating with vendors, reporting progress, and evaluating training effectiveness. The ideal candidate will possess strong leadership, organizational, problem-solving, networking, and communication skills. The role involves consulting with business partners, developing curricular frameworks, and delivering training sessions on new products, policies, and procedures. A deep understanding of training methodologies and experience managing complex projects is crucial for success. The position is based in Bengaluru or Hyderabad, India.
Must have:
- Bachelor's degree in relevant field
- 7+ years customer-facing experience
- 7+ years vendor management (domestic/international)
- 5+ years operations management experience
- Develop and implement training curriculum
- Collaborate with cross-functional teams
- Manage training timelines and delivery
Good to have:
- Experience training third-party partners
- Cross-functional project management experience
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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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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