CX Training Program Manager

Role Description

As part of Customer Experience (CX), the Scaled Success 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.

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· Own global training content for multiple tiers of support - including the design of new & out of date content; delivery planning; and outcome measurement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