Program Manager, Knowledge and Training

Job Description

In this role, you will equip agents around the world through knowledge and training management (KTM) strategies and solutions at scale. You will analyze, anticipate, and advocate for any agent learning needs associated with upcoming product launches and business goals. Working with our cross-functional teams, you will create knowledge/training project plans, lead the design and development process, and coordinate with our partners to ensure smooth and timely delivery at our service delivery centers.

You will report on training progress and evaluate the effectiveness of our knowledge/training solutions. To achieve this, you will have teamwork, 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.

Resonsibilities:
• Collaborate with business stakeholders as a learning strategist to define and implement a knowledge and training strategy that will power YouTube's agent-enabled scaled expansion of creators.
• Create, manage, and deliver agent training programs in partnership with vendor-based trainers, technology writers, and instructional designers.
• Develop and manage an internal knowledge base as the source of truth for agents to reference quickly and accurately.
• Improve processes for content management and training delivery based on operational and business-aligned success criteria.
• Operate in close partnership with other scaled operations team members, especially quality managers and vendor managers.

Qualifications:

Minimum qualifications:
• Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience
• 4 years of experience with content management strategies experience (e.g. Knowledge base)
• 3 years of experience managing and deploying training programs to third-party partners
• 3 years of experience managing cross-functional projects with experience in delivery and impact at scale in organizations

Preferred qualifications:
• Experience in Contact Center/Support Operations
• Experience with instructional design
• Experience in technical writing
• Project Management Professional (PMP) Certification
• Experience with Learning Management Systems and eLearning softwares (e.g., Evolve, Intellum, etc.)
• Professional experience supporting media content creators (e.g., YouTubers, etc.)

Jobcode: Reference SBJ-r724kk-3-139-82-23-42 in your application.