Job Specifications
TITLE: L&D Operations Manager III
LOCATION: Mountain View, CA
ANTICIPATED DURATION: 6 months
Role Overview:
The Global Vendor Operations organization oversees vendor operations. These vendors provide support to all users -- viewers, paid users and subscribers, and Creators, artists and media companies globally, across all products.
The Vertical Operations Agent Enablement team supports operations to deliver great experiences to Creators, Partners and Consumers (Paid Subscribers), by empowering our agents with great Onboarding & Upskilling strategies and Quality processes.
Top Responsibilities:
1. 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 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.
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.)
2. Stakeholder Management:
Demonstrate a deep understanding of the Managed Services landscape and Training 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 Biz Ops leadership quality related decision making.
Minimum role qualifications requirement:
7 years of experience in a customer or client-facing role.
5 years of experience managing operations.
Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience.
5 years of experience in outsourced business/shared services environment, particularly in customer support and or sales enablement function.
Experience developing and deploying training programs to third-party partners.
Preferred Qualifications:
Experience using learning management systems to organize and deploy training at scale.
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.
The hourly pay rate range for this position is $96.53 to $114.87/hr (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring
Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
For immediate consideration, please forward your resume to kcorbin@Synergishr.com.
If you require assistance or an accommodation in the application or employment process, please contact us at kcorbin@Synergishr.com.
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis