Training Curriculum Program Manager, Consumers and Partners
Google’s Consumer Operations team is on a mission to delight the hundreds of millions of consumers who rely on our flagship products like Gmail, Android, Chrome and Google Play. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers across the globe through our online resources and communities, social outreach, and 1:1 care. We represent the voice of the consumer and work closely with cross-functional partners across Google to make our products and policies better. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Google.
As a Training Curriculum Program Manager, you will help agents to delight customers by providing learner-centric training strategies. You analyze trends and past launches to anticipate training needs and advocate continual improvement in agent training experience. Working with the broader Agent Care team, you will 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 among 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.
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, training progress report and result evaluation.
Bachelor's degree in Education, Instructional Design or related field or equivalent practical experience.
5 years of experience in project management.
Experience in consulting, relationship management and advocacy at scale.
Experience with leading training and development projects.
Experience with Learning Management Systems (LMS).
Experience creating stakeholder and executive reports.
Familiarity with adult learning and motivation theories.
Deep knowledge of rapid training development tools.
Strong knowledge of Google’s Platforms product offerings and competitive positioning.
At Google, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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Website : https://www.google.com/about/company/
Google Inc., a technology company, builds products and provides services to organize the information. The company offers Google Search, which provides information online; Knowledge Graph that allows to search for things, people, or places, as well as builds systems that recognize speech and understand natural language; Google Now, which provides information to users when they need it; and Product Listing Ads that offer product image, price, and merchant information. It also provides AdWords, an auction-based advertising program; AdSense, which enables Websites that are part of the Google Network to deliver ads; Google Display, a display advertising network; DoubleClick Ad Exchange, a marketplace for the trading display ad space; and YouTube that offers video, interactive, and other ad formats. In addition, the company offers Android, an open source mobile software platform; hardware products, including Chromebook, Chrome, Chromecast, and Nexus devices; Google+ to share things online with people; Google Play, a cloud-based digital entertainment store for apps, music, books, and movies; Google Drive, a place for users to create, share, collaborate, and keep their stuff; and Google Wallet, a virtual wallet for in-store contactless payments. Further, it provides Google Apps, which include Gmail, Calendar, and Google Sites that are built for people to work anywhere, anytime, on any device without loss of security or control; Google Maps Application Programming Interface; and Google Earth Enterprise, a software solution for imagery and data visualization. Additionally, the company offers Google App Engine, a platform as a service offering; Google Cloud Storage; Google BigQuery for real time analytics; Google Cloud SQL for structured query language; and Google Compute Engine, an infrastructure as a service platform. It also offers mobile wireless devices, and related products and services. Google Inc. was founded in 1998 and is headquartered in Mountain View, California.