CX Training Program Manager

1 day left

Recruiter
Dropbox
Location
Dublin
Salary
Negotiable
Posted
08 Jun 2021
Closes
15 Jun 2021
Ref
BBBH3370
Contact
Alison Byrne
Sector
IT
Job Type
Temporary
Hours
Full-time
CX Training Program Manager



Role Description

As part of Customer Experience (CX), the Global Support team is responsible for designing and helping to implement services that build a world-class support experience for all our users. Part of this experience is developing premier support agents through creative and scaled training solutions.
We are seeking a Training Program Manager to drive programs that raise the bar and ensure continuous delivery of a high-quality, customer-centric support experience both within Dropbox and with our support partners.

Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees.



Responsibilities

  • Develop and adhere to an agent product training roadmap, identifying improvement opportunities, delivering against organization needs, and predictably identifying outcomes
  • Continuously benchmark against new and existing training methodologies, tools and processes to drive training capabilities
  • Use technologies (LMS, Articulate, etc.) to scale the training experience from an in-classroom instructor led experience to add a mixture of virtual and self-driven learning
  • Use principles of instructional design to optimize the training content for virtual learning using a mixture of delivery methods (video, text, walkthrough)
  • Own global training content for multiple tiers of support - including the design of new & out of date content; delivery planning; and outcome measurement
  • Evaluate upskilling needs for support agents through close partnership with the quality program manager and external vendors
  • Develop metrics, dashboards, and reporting that provide actionable insight to improve training content and outcomes
  • Engage with external suppliers to ensure smooth delivery, implementation, and adoption of the training program
  • Coordinate day-to-day activities of trainers and content developers, including prioritizing and assigning incoming training requests


Requirements

  • Proven, results based, experience in training and training leadership preferably in the technology operations sector with dynamic, fast-growing organizations
  • Deep understanding of training program design, implementation, delivery methods and processes
  • Strong ability to analyze existing programs for gaps and improvement opportunities then develop and implement strategies to drive clear business impact through training
  • Strong communication and influencing skills, experience working with global cross-functional and external partners
  • Strong project management experience with the ability to lead multiple projects within tight timeframes.
  • Passionate about customer experience and making life simpler with technology through training
  • Customer support/contact center training experience a plus
  • A degree level qualification in a business or technical discipline, and ideally an additional certification in a training area or equivalent business experience, BA or MS preferred in aligned field of study

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