Training Program Manager, Trust and Safety, YouTube

As a Training Program Manager at Google, you play a crucial role in ensuring agents are equipped with the necessary skills to provide exceptional customer service. Your responsibilities include analyzing trends, anticipating training needs, and advocating for continuous improvement in the training experience. You collaborate with cross-functional teams to create training project plans, oversee design and development processes, and ensure delivery to service centers. Additionally, you may be required to deliver training sessions and evaluate their effectiveness in preparing agents for quality service delivery. Key Responsibilities: - Consult with business partners and stakeholders to define training strategies supporting products and workflows. - Analyze quality trends, product launches, and anticipate learning needs to develop appropriate training interventions. - Develop and implement a curricular framework for YouTube training programs that drive business results. - Manage timelines, oversee the instructional design process, and coordinate training delivery to help centers. - Conduct training sessions on new products, policies, and procedures as necessary. Qualifications Required: - Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience. - 7 years of experience managing vendors or Third-Party Logistics in domestic and international environments. - 7 years of experience in customer or client-facing roles supporting logistics operations. - 5 years of experience in operations management. Preferred Qualifications: - MBA or Master's degree in a related field or CSCMP certification. - Experience utilizing AI tools to enhance training design, development, and delivery. - Proficiency in developing training content for chatbots, AI agents, or automated services. - Ability to design and deliver training programs for third party partners. - Strong problem-solving skills with structured thinking and logical approach to provide solutions to challenges. - Excellent leadership, organizational, networking, and communication skills.,