Minimum qualifications: Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience. 5 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 trainings at scale. Experience with Connect Composer, Google's content management system, or other standard software. Ability to influence others and build partnerships with business partners and team members. Excellent verbal and written communication, attention to detail, presentation, and facilitation skills. 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 improvement of the agent training experience. In this role, you will create training project plans, review the design and development process, develop knowledge base articles, and coordinate with vendors to ensure smooth delivery to 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 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. Responsibilities Consult with business partners and stakeholders to determine the training strategy to support products and workflows. Provide thought leadership to build the training program to balance goals for the organization. Analyze trends in quality results and product launches, anticipate learning needs, and devise appropriate training interventions. Lead the development and implementation of curricular frameworks for all YouTube training. Drive training development to completion by managing timelines, overseeing the instructional design process, and coordinating the delivery of training to help centers.
