Synergis · 6 hours ago
Learning and Development Operations Manager
Mountain View, CA
Contract
Hybrid
Senior Level
$96.53/hr - $114.87/hr
7+ years expSynergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. They are seeking an L&D Operations Manager III to design and implement learner-centric training strategies and manage stakeholder relationships to enhance agent training experiences.
Information TechnologyStaffing Agency
Hiring Manager
Kyle Corbin
Responsibilities
Design and land L&D strategies: As Training Program Manager, you help agents to provide great experiences to Creators, Partners and YT paying customers, by providing learner-centric training strategies
You will leverage your L&D expertise to define business driven L&D strategies (Sales or Support operations), including : defying type of training, methodology, onboarding plans, coordinating Training content development
You will keep close partnership with business leads, capturing their priorities and proactively planning to support future launches and to anticipate training needs
You will partner with VMOs and vendors to ensure smooth delivery to our global service delivery centers, and advocate the continual improvement of the agent training experience
Inform and influence strategic Tools’ roadmaps by collaborating with the relevant cross functional teams and see them through to execution and impact
You will monitor training execution efficiency and report training progress and evaluate the training to understand its effectiveness in preparing agents to meet the operations' targets (CSAT, Quality, sign ups, etc.)
Stakeholder Management: Demonstrate a deep understanding of the Managed Services landscape and Training processes, being able to lead and engage in decision making processes and influence without authority
Manage cross functional, multicultural stakeholders, balance multiple perspectives to assess needs, request and secure support to make efficient decisions
Champion a collaborative and influential leadership, while having the ability to challenge the status quo and lead change with empathy, comfortably handling crucial, challenging and difficult conversations respectfully
Manage polarities between operational goals and business goals
Develop data driven and compelling narratives that powers Biz Ops leadership quality related decision making
Qualification
Required
7 years of experience in a customer or client-facing role
5 years of experience managing operations
Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience
5 years of experience in outsourced business/shared services environment, particularly in customer support and or sales enablement function
Experience developing and deploying training programs to third-party partners
Preferred
Experience using learning management systems to organize and deploy training at scale
Proven ability to work with our partners (Vendor Operations and vendor agents) in a positive, productive way that encourages collaboration
Strong executive communication and collaboration skills, track record of ability to influence without authority at all levels, and ability to cultivate strong cross-functional relationships for mutual benefit
Benefits
Medical
Dental
Vision
Disability
Life insurance
401k
Commuter benefits
Company
Synergis
Synergis is a staffing and recruiting company specializing in information technology staffing services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Leona Rapelye
Vice President - Human Resources
Recent News
TecHR Series
2023-07-11
Company data provided by crunchbase