Global Operations Manager (Global Training Content RPO/BPO)

The Google Training/Learning & Development team is responsible for the creation, development, and execution of all training within the Google account. They support all RPO/BPO delivery teams within the account, partnering with Quality and Delivery teams to train new hires and develop process, behavioral, and soft skills training. They also create and conduct training for new and existing processes, based on business needs and SLA trends. 

• handling complex specialist questions within the expertise and giving advice
• providing professional knowledge and knowledge of processes/resources/instruments of the expertise (knowledge sharing)
• acts as a subject matter expert
• provides input for the policy development of the department

Duties and Responsibilities

• Proactively analyses and translates data into recommendation for new/revised training content and curriculums and then executes the creation of said content
• Evaluate and maintain current training delivery methods and make recommendations to improve trainee experience as well as outcome.
• Ensure at a regular cadence that all training content is updated real-time as systems, best practices, business processes evolve overtime
• Lead in the content development for various training types, including, but not limited to new hire training, process training, behavioral training, leadership, AI and softskill training.
• Partner with Training Manager, Training Director and Delivery teams to identify critical training content needs or gaps that are essential to drive growth
• Seek to identify, repurpose and leverage existing training content within the greater organization that would is applicable to the account and create supplemental content that is account-specific
• Develop training schedules and plans for training initiatives
• Update SOPs and proactively review/update training materials and document changes to process, systems or policies

Basic qualifications:

• 6+ years experience as a training content developer, or similar role in a BPO  and/or RPO environment
• Hands-on experience developing training curriculums, based on data-driven insights and partnership with stakeholders
• Experience with e-learning platform

Preferred qualifications include:

• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across teams.  
• Ability to work independently and manage multiple priorities in a dynamic environment.
• Strong organizational and time-management skill

Knowledge, Skills, and Abilities

• Extensive knowledge of instructional design theory and implementation
• Extensive knowledge of learning management systems and web delivery tools
• Proven ability to complete full training lifecycle (assess needs, plan, develop, coordinate, monitor and evaluate)
• People leadership and professional development skills
• Familiarity with traditional and modern job training methods and techniques