Head of Global Training Operations

The Head of Global Training Operations will lead a team of Training Designers, Implementation Specialists, and Trainers to deliver high quality, highly effective training materials for teams across our end-to-end quality ecosystem. Candidates should have a strong background in training and a passion for creating and delivering high-quality training materials, using a number of learning strategies and methodologies to drive high performance across global teams.

Core Responsibilities

• Lead Global Training Operations to deliver highly effective training solutions for Quality and Customer Support Operations Teams, including onboarding, upskilling, performance improvement, and coaching.
• Design scalable and effective training, tailor-based on topic complexity and audience, with a focus on e-learning, to drive operational excellence and efficiency.
• Partner with Quality Operations, Customer Support Teams, Policy, and XFN teams to create and implement a strong performance improvement framework that achieves a high performance culture across all stakeholder teams.
• Measure training performance and iterate on training formats and content based on constant feedback loop from agents and core metrics performance.
• Partner with the Learning and Development team in Trust & Safety and leverage industry leading insights to develop training solutions for optimal learning across Customer Support Global teams.
• Passionate people leader who will develop and empower a high performing team of training designers and facilitators.

Qualifications

Minimum Qualifications

• Bachelor Degree and above along with at least 5 years of relevant experience.
• Proven experience in team management, with a strong track record of leading teams and collaboration with stakeholders at a regional or global level.
• Proven experience with developing and designing engaging e-learning modules and online courses according to business objectives.
• Expert training professional with a strong passion and track record for delivering training and performance improvement across global teams.
• Strong stakeholder management with strong independent thinking, ability to explore & prioritise the core business needs and influencing key stakeholders.

Preferred Qualifications

• Background in instructional design or educational technology.
• Coaching experience/qualification.
• Experience with learning management systems (LMS).