Senior Training Manager, Ring Customer Service – Global Learning and Quality Team

Are you a seasoned training professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we want to hear from you! blithequark is seeking a highly skilledSenior Training Manager to join our Global Learning and Quality team, where you'll play a critical role in shaping the training strategy and delivery for our customer service teams. About blithequarkAt blithequark, we're committed to being the most customer-centric company on earth.We're a global leader in the industry, with a reputation for delivering exceptional products and services to our loyal customers. Our Global Learning and Quality team is a cross-functional support team consisting of Learning Experience, Training Delivery, Quality Assurance, and Leadership Development. We drive service excellence within customer support through collaboration to support business deliverables, ensuring frontline teams are equipped with the knowledge, skills, and behaviors necessary to provide an exceptional customer experience.The RoleAs aSenior Training Manager, you'll be responsible for managing the training needs of all employees at our internal sites and inspecting training delivery standards at our vendor teams. You'll work closely with stakeholders to effectively prioritize and deploy training programs based on customer need, from training processes at scale to ongoing leader development. Your expertise will be essential in defining the learning strategy and delivering impactful business results through implementation and delivery of the training across our customer service teams.Key Responsibilities* End-to-end ownership of the associate training programs at site: from needs analysis stage, to management and execution of training. * Ensure that new hires and current employees learning new skills, quickly develop the knowledge and ability to settle in and become experts at what they do. * Work with Operations leadership to assess, evaluate, and prioritize training needs. * Match needs with existing catalogue of learning content and facilitate delivery and completion of training.* Identify gaps in existing learning content and work with network teams to innovate, feeding back needs, and participating in creation and testing of content. * Play an integral role in gathering customer feedback on key network training initiatives. * Take a data-driven approach to understanding performance issues. Take action to improve the quality and effectiveness of training and coaching at your site for associates as well as leaders and managers. * Build relationships and influence Operations Leadership team to address issues that inhibit effective learning.* Partner with different stakeholders to identify opportunities to improve the quality of training and coaching. * Lead projects to continuously improve the design of training materials, the quality of our instruction, and effectiveness of our coaching interventions. Essential Qualifications* Contact Centre experience, either in training or operations is considered essential* Experience successfully managing a team or number of teams, and supporting their success and growth* Excellent verbal, written, and oral communications skills* Demonstrate success and experience with planning, creating, implementing, delivering, and measuring training in multiple sites* Communication skills for the purpose of knowledge transfer and skill development, including superior skill collaborating with subject matter experts and managers* Experience with one-to-many and one-to-one communication skills in both classroom and tutorial settings* Experience collaborating with global stakeholders, SMEs, front-line managers, and front-line employees* Knowledge of learning and training practices* Ability to use multiple learning methods and link appropriate methods with subject matter experts* Experience working with remote teams* Competent user level of bolthires Office tools (Word, Excel, and PowerPoint)Preferred Qualifications* Learning/training certifications* Industry certifications in training, instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate (CPLP, CPT, PMP, etc.)* Demonstrated working knowledge of eLearning development tools* Master's Degree in related field* Experience with online learning/training* Resume that shows steady progression in Training/Learning Management for the last 5+ years in a leadership role* Ability to adapt well to fast-paced, yet ambiguous, environments with changing circumstances, direction, and strategy* Desire to thrive in a dynamic, growing environmentWhat We Offer* A dynamic and inclusive work environment that empowers our employees to deliver exceptional results for our customers* Opportunities for career growth and professional development in a rapidly evolving industry* A competitive compensation and benefits package, including comprehensive health insurance, retirement savings plan, and paid time off* A collaborative and supportive team environment that values diversity, equity, and inclusion* The chance to work with a global leader in the industry and make a meaningful impact on our customers' livesIf you're a motivated and experienced training professional looking for a new challenge, we encourage you to apply for this exciting opportunity.Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Equal Employment Opportunityblithequark is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We're committed to creating a diverse and inclusive workplace that empowers our employees to deliver exceptional results for our customers.AccommodationsIf you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.