Training Program Manager, Design and Delivery

As a Program Manager at Google, you will lead complex, multi-disciplinary projects from start to finish, collaborating with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners. Your role will involve coordinating various teams across offices, time zones, and hemispheres to ensure project success. Your primary responsibility will be to help agents provide excellent customer service by implementing learner-centric training strategies. This includes analyzing trends, anticipating training needs, and advocating for continuous improvement in the agent training experience. You will work closely with cross-functional teams to create training project plans, oversee design and development processes, and coordinate with vendors for seamless training delivery to service centers. Additionally, you will monitor training progress, evaluate effectiveness, and ensure agents are well-prepared to deliver quality service to consumers. Qualifications Required: - 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 working in domestic and international environments managing vendors 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. In this position, you will consult with business partners and stakeholders to develop effective training strategies supporting products and workflows. You will analyze quality trends, product launches, and learning needs to design appropriate training interventions. Leading the development of a curricular framework for all YouTube training programs that drive business results will also be a key responsibility. Additionally, you will oversee the instructional design process, manage timelines, and deliver training sessions on new products, policies, and procedures as required.,