CX Training Program Manager

Dublin City Centre, Dublin
06 Dec 2021
13 Dec 2021
Dean McGovern
Job Type

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.


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· Own global training content for multiple tiers of support - including the design of new & out of date content; delivery planning; and outcome measurement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


· 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