Training Program Manager Posts by Google

February 21, 2024
Training Program Manager Posts by Google

Job Description

About the job:

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.

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.

Minimum qualifications:

  • Bachelor’s degree in Education, Instructional Design, related field, or equivalent practical experience.
  • 8 years of experience in support operations or enabling vendor operations.
  • Experience deploying training programs to third-party partners.

Preferred qualifications:

  • 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.
  • Ability to influence others and build partnerships with business partners and team members.
  • Excellent communication (both verbal and written), attention to detail, presentation, and facilitation skills.

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.