Introduction to Workwarp and the Role
At Workwarp, we are committed to delivering exceptional customer experiences through our innovative approach to customer service. As a leader in our industry, we recognize the importance of investing in our people and providing them with the skills and knowledge necessary to excel in their roles. We are currently seeking an experienced Senior Manager, Global Training Delivery Management to join our team and lead our worldwide training delivery teams. This is an exciting opportunity for a seasoned professional to make a significant impact on our organization and contribute to our mission of being the most customer-centric company on earth.
About the Position
The Senior Manager, Global Training Delivery Management will be responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific. This senior operations leader will lead a large team of trainers and support staff that deliver thousands of trainings to our global workforce annually, including managing all new hire training for Workwarp Customer Service. The successful candidate will partner closely with program leaders, training designers, and operations teams to ensure the quality, productivity, and management of all new hires during their initial weeks at Workwarp.
Key Responsibilities
- Lead an organization of 400+ trainers and support staff, providing guidance, coaching, and development opportunities to ensure the team's success.
- Embody Workwarp's leadership principles, acting as a leader of leaders, and be accountable for establishing and achieving customer service quality goals for trainees over their first 300+ contacts.
- Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers, providing an exceptional customer experience.
- Establish and achieve customer service quality goals for trainees, ensuring that new hires are well-prepared to support customers effectively and efficiently.
- Improve global trainer productivity by eliminating waste and developing effective mechanisms, resulting in increased efficiency and reduced costs.
- Report to senior leaders on training completion, quality, and productivity metrics, providing insights and recommendations for improvement.
- Develop an emergency response mechanism to provide on-demand training services 24/7/365, ensuring that our customers receive the support they need, whenever they need it.
- Own the new-hire associate experience and enable Workwarp to strive to be Earth's Best Employer, creating a positive and supportive work environment that fosters growth and development.
Requirements
To be successful in this role, you will need:
- 10+ years' experience in Customer Service operations, training, or program management, with a proven track record of success in leading large and distributed teams.
- Experience supporting large and distributed employee work groups globally, including a remote workforce, with a strong understanding of the challenges and opportunities that come with managing a global team.
- Superior analytical skills, with the ability to analyze complex data and provide insights and recommendations for improvement.
- Expertise in the principles and processes of an inbound contact center, with a deep understanding of customer service operations and the importance of delivering exceptional customer experiences.
- A Bachelor's Degree in a related field, such as Business Administration, Communications, or Education.
Nice-to-Haves
While not required, the following skills and experiences are highly desirable:
- 5+ years' experience in training or a related field, with a proven track record of developing and delivering effective training programs.
- A proven track record of developing mechanisms to scale globally, with experience in process improvement and change management.
- Strong writing skills and experience presenting to senior leaders, with the ability to communicate complex ideas and data in a clear and concise manner.
Benefits and Compensation
At Workwarp, we offer a competitive salary and a comprehensive benefits package, including:
- Medical, Dental, and Vision Coverage, to ensure that you and your family are protected and healthy.
- Maternity and Parental Leave Options, to support you during important life events.
- Paid Time Off (PTO), to provide you with the opportunity to rest and recharge.
- 401(k) Plan, to help you plan for your future and achieve your long-term financial goals.
Career Growth and Development
At Workwarp, we are committed to the growth and development of our employees. As a Senior Manager, Global Training Delivery Management, you will have the opportunity to:
- Develop your leadership skills, through coaching, mentoring, and training.
- Expand your knowledge and expertise, through access to industry-leading training and development programs.
- Take on new challenges and responsibilities, as you grow and develop in your role.
- Contribute to the development of our global training strategy, and play a key role in shaping the future of our organization.
Work Environment and Company Culture
At Workwarp, we pride ourselves on our positive and supportive work environment. As a Senior Manager, Global Training Delivery Management, you will be part of a dynamic and collaborative team, with a shared commitment to delivering exceptional customer experiences. Our company culture is built on the following values:
- Customer Obsession: We are passionate about delivering exceptional customer experiences, and we strive to exceed our customers' expectations in every interaction.
- Ownership: We take ownership of our work, and we are accountable for our actions and decisions.
- Invent and Simplify: We are always looking for ways to improve and simplify our processes, and we encourage innovation and creativity in everything we do.
- Are Right, A Lot: We strive to make informed, data-driven decisions, and we are not afraid to take calculated risks.
- Learn and Be Curious: We are committed to continuous learning and development, and we encourage our employees to be curious and open to new ideas and experiences.
Conclusion
If you are a motivated and experienced professional, with a passion for customer service and leadership, we encourage you to apply for this exciting opportunity. As a Senior Manager, Global Training Delivery Management at Workwarp, you will have the chance to make a real difference in the lives of our customers and employees, and to contribute to the growth and success of our organization. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now!
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