Support Training and Quality Manager - Location Flexible
Role Description
As part of Customer Experience (CX) organization, our Support Enablement team is responsible for defining and delivering a world-class experiences that empower and enable our customer support agents at scale. As the Training and Quality Lead, you will be responsible for managing a team of program managers, content developers, and quality analysts who deliver services for our internal and vendor support teams.
We’re looking for a Training and Quality manager who will drive the overall health of our support teams by designing and implementing programs that ensure product and support awareness. You will partner across our global offices to find opportunities to improve our training and quality processes based on data analysis and agent feedback. Additionally, you’ll be responsible for delivering enablement offerings that address our agents’ needs.
Responsibilities
- Own and drive the vision of our CX Enablement function including the creation and structuring of content, assessment of comprehension and practical application of learned skills
- Work cross functionally with other departments (Ops, Development, BI , Sales, Product, Engineering, Executive Leadership) to ensure the programs being created are aligned with company wide initiatives
- Manage day to day operations for a team of program managers, content developers and quality analysts
- Implement clear overall quality strategy with scalable process / tools/ systems that allow us to successfully measure and track quality across multiple sites
- Bring innovative ideas to help drive process standardization across training and quality both internally and through external vendor partners
- Deploy a wide variety of training methodologies for multiple tiers of support across multiple product lines
Requirements
- Experience designing programs that are measurable and drive measurable outcomes.
- History of successfully improving processes with methodologies, programs or frameworks that increased team performance
- management experience in the areas of support operations, project management, quality, learning and development or support readiness
- Experience with large-scale organizational change efforts
- Demonstrated ability to build relationships with external internal stakeholders