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Knowledge & Training Program Manager, YouTube Industry Operations

Google Inc.

This is a Full-time position in Los Angeles, CA posted July 20, 2021.

Minimum qualifications:* Bachelor’s degree in Education, Instructional Design, a related field, or equivalent practical experience.* Experience managing and deploying training programs.* Experience with content management strategies.* Experience managing cross-functional projects.Preferred qualifications:* Experience with contact centers or support operations.* Professional experience supporting social media platforms.* Experience with Learning Management Systems and eLearning softwares (e.g., Evolve, Intellum, etc.).About the jobYouTube Industry Operations, also known as the YouTube Vertical Operations team, is dedicated to ensuring that YouTube’s customers, creators, and partners are supported through support operations, and is responsible for partnering with our stakeholders and vendors to meet the ever-changing needs of those who depend on our platform.As a Knowledge & Training Program Manager, you will equip agents around the world to help our end-users by providing scaled learner-centric training and knowledge management strategies and solutions. You analyze trends and future launches to anticipate training needs and advocate the continual improvement of the agent knowledge and training experience. Working with our cross-functional teams, you will create training project plans, review the design and development process, and coordinate with our partners to ensure smooth delivery to our service delivery centers. You will report training progress and evaluate the training to understand its effectiveness in preparing agents to provide quality service to our consumers. For this role, you should have excellent leadership, organizational, problem-solving, networking, and communication skills.At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun – and we do it all together.Responsibilities* Improve processes for curriculum design, continuous learning, and measuring training efficacy.* Consult with business partners and stakeholders to determine the most effective training and knowledge management strategy to support products and workflows.* Oversee the training onboarding program implementation and measurement, including a community of vendor trainers, tech writers, and instructional designers.* Implement the Knowledge Base (KB) and the Learning Management System (LMS) strategy, and content access design.