Training Lead, Global Vendor Operations
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 13 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
- 7 years of experience managing operations and people management.
Preferred qualifications:
- Bachelor's degree in Education, Instructional Design, or Consulting, or in a related field, or equivalent practical experience.
- 15 years of relevant work experience in building relationships with stakeholders or clients.
- 7 years of experience as a people manager.
- Experience in consulting, customer support, content moderation, managing cross-functional projects with a track record of delivery and impact at scale in organizations.
- Experience in collaborating, influencing executive stakeholders (including vendor teams) for driving product/policy solutions at scale.
About the job
As Training Lead, you establish the direction for the organization, lead a team to people managers, senior individual contributors. You will help train thousands of content reviewers to review content by providing learner-centric training and knowledge management strategies and solutions. You analyze trends and future launches to anticipate training needs and advocate the continual improvement of the reviewers training experience. Working with our cross functional teams, you will create training project plans, review the design and development process, and coordinate with our partners to ensure 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 will demonstrate leadership, organizational, problem-solving, networking and communication 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.
Responsibilities
- Consult with business partners and stakeholders across Policy, Quality and Vendor teams to determine the effective training and knowledge management strategy to support products and workflows.
- Drive innovation at scale, using industry best practices and emerging technologies, in driving the efficient and effective onboarding and training solutions.
- Oversee global training onboarding program implementation and measurement, including community of vendor trainers.
- Lead and coach a team of People Managers and Senior Program Managers.
- Improve and manage team processes for curriculum design, continuous learning, and measuring training efficacy.
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