Training Program Manager, YouTube

Training Program Manager, YouTube

Minimum qualifications:

• Bachelor's degree in Instructional Design or learning & development related field or equivalent practical experience.
  
• 5 years of experience in support operations or enabling vendor operations.
  
• Experience deploying training programs for third party partners/vendors.
  
• Experience managing cross-functional projects with delivery in organizations.
  

Preferred qualifications:

• Experience with using learning management systems to organize and deploy trainings at scale.
  
• Experience with Connect Composer, Google's content management system, or other standard software.
  
• Ability to build partnerships with business partners and team members.
  
• Excellent communication, attention to detail, presentation, and facilitation skills.
  

Responsibilities

• Drive training development to completion by managing timelines, overseeing the instructional design process, and coordinating the delivery of training to our help centers.
  
• Consult with business partners and stakeholders to determine the most effective training strategy to support products and workflows.
  
• Analyze trends in quality results, product launches, anticipate learning needs, and devise appropriate training interventions.
  
• Lead the development and implementation of a curricular framework for all YouTube training that drives business results.
  

About the job

In this role, you will help agents to delight customers by providing learner-centric training strategies. You will analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent training experience. Working with our cross-functional teams, you will create training project plans, review the design and development process, and coordinate with our vendors to ensure smooth delivery to our service delivery centers. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers. Additionally, you should have strong leadership, organizational, problem-solving, networking and communications skills.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.