Enable America Jobs

Job Description:

• The Global Vendor Operations organization oversees vendor operations for all of client.

• These vendors provide support to all Client users -- viewers, paid users and subscribers, and Creators, artists and media companies globally, across all Client products.

Responsibilities:

• Design and land L&D strategies.

• As Training Program Manager, you help agents to provide great experiences to Creators, Partners and YT paying customers, by providing learner-centric training strategies.

• You will leverage your L&D expertise to define business driven L&D strategies (Sales or Support operations), including : defying type of training, methodology, onboarding plans, coordinating Training and Knowledge content development

• You will keep close partnership with business leads, capturing their priorities and proactively planning to support future launches and to anticipate training needs

• You will partner with VMOs and vendors to ensure smooth delivery to our global service delivery centers, and advocate the continual improvement of the agent training experience.

• Inform and influence strategic Tools’ roadmaps by collaborating with the relevant cross functional teams and see them through to execution and impact

• Drive Agent Quality

• You will partner with Quality PgMs to analyze business results and agent quality, to identify and deliver agent enablement strategies to drive agent improvement.

• You will monitor training execution efficiency and report training progress and evaluate the training to understand its effectiveness in preparing agents to meet the operations' targets (CSAt, Quality, sign ups, etc..)

• Stakeholder Management

• Demonstrate a deep understanding of the Managed Services landscape and Training & Knowledge Management processes, being able to lead and engage in decision making processes and influence without authority

• Manage cross functional, multicultural stakeholders, balance multiple perspectives to assess needs, request and secure support to make efficient decisions

• Champion a collaborative and influential leadership, while having the ability to challenge the status quo and lead change with empathy, comfortably handling crucial, challenging and difficult conversations respectfully

• Manage polarities between operational goals and business goals

• Develop data driven and compelling narratives that powers client Biz Ops leadership quality related decision making.

Mandatory:

• 5 years of experience in outsourced business/shared services environment, particularly in customer support and or sales enablement function

• Experience deploying training programs to third-party partners.

Desired:

• Proven ability to work with our partners (Vendor Operations and vendor agents) in a positive, productive way that encourages collaboration

• Strong executive communication and collaboration skills, track record of ability to influence without authority at all levels, and ability to cultivate strong cross-functional relationships for mutual benefit

• Experience using learning management systems to organize and deploy trainings at scale.

• Familiarity with Connect Composer, Google's content management system, or other standard CMS software.

• Experience collecting, synthesizing, analyzing, and visualizing complex sources of data, ultimately used to derive insights and form recommendations to improve operational efficiency and efficacy.

• Ability to build stories and compelling narratives that enable thoughtful decision making.

Education:

• Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com) .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,

national origin, disability, or status as a protected veteran.