1-1 Care Training Program Manager Google Mountain View

Job Description: • 2-minute read •
As Training Program Manager, you help agents to delight customers by providing learner-centric training strategies. You analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience. Working with the broader Agent Care team, you will help us change the behaviors of our call center agents in order to prepare for a product launch or to roll out an operational change. This will require facilitating coordinated strategies and launch plans between Training, Quality Assurance, and Agent Knowledge Management. You will oversee the design and development process of any required training and coordinate with our vendors to ensure smooth delivery to our help centers. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers.

Google Technical Services is a global support and operations team, with a mission to delight our customers with care so good, it’s got to be Google. Our team is the face of Google to most of our customers, and we want their Google support experience to set new standards, just like Google’s products do. Our team cares for customers by solving problems and scaling solutions, incubating new Google products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products, from Ads to Project Fi and just about everything in between, and our customers include advertisers, consumers, partners, publishers, retailers, and our own Sales Googlers.

Responsibilities
Consult with business partners and stakeholders to determine the most effective Agent enablement strategy and design training strategy to support products and workflows to complement the Agent enablement strategy
Analyze trends in product launches, anticipate learning needs, and devise appropriate training interventions
Drive training development to completion by managing timelines, overseeing the instructional design process, and coordinating the delivery of training to our help centers
Review training deliverables for quality assurance and provide vendor site and trainer support to ensure a positive agent experience
Perform task analysis, report training progress and evaluate results

Qualifications

Minimum qualifications:
BA/BS degree in Education, Instructional Design, related field, or equivalent practical experience.
5 years of instructional design or training project management experience.
Experience in leading training and development projects linked to business objectives which demonstrate experience with adult learning and motivation theories and Learning Management Systems.
Consulting, relationship management and advocacy experience.

Preferred qualifications:
Experience with Learning Management Systems (LMS).
Experience with eLearning development tools, such as Articulate, Adobe Presenter, and Adobe Captivate.
Experience creating stakeholder and executive reports.
Strong knowledge of Google’s Platforms product offerings and competitive positioning
Deep knowledge of rapid training development.
Track record of delivery and impact at scale in organizations.

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