Manager, Training & Reporting

Job Description

Manager,  Training Delivery & Reporting

The Manager of Training Delivery and Reporting will have direct influence on shaping the onboarding and learning experience of CX frontline facing teams at Zendesk.  You will manage a group of trainers across a global organization to support CX teams' onboarding and ongoing learning. You will support the collection of learning data to evaluate the effectiveness of our training for CX teams and their leaders. You will also play a critical role in managing data to show how frontline teams ramp to proficiency in comparison to Operational key performance indicators (KPIs.)

Responsibilities

• Leads and manages a global team of trainers 

• Deploys a wide variety of training to CX leaders, and frontline employees 

• Develops, proactively manages, and maintains a global training schedule 

• Develops, implements, and ongoing management of a trainer effectiveness program to validate and report on how trainers are performing during delivery against established standards.  

• Accountable for the professional development of the trainers based on their ongoing development goals, and team delivery reviews

• Measures the trainer effectiveness on a regular and consistent basis  

• Uses participant feedback to enhance the trainer effectiveness and identify areas for development and growth.  

• Optimizes trainers for consistent and best in class delivery  

• Keeps abreast of the latest industry trends and best practices in CX operations and training delivery approaches 

• Facilitate training sessions to increase employees’ knowledge and competence, using visual aids such as videos, slides, graphs, charts, presentations, etc.  

• Uses an iterative, and ongoing growth mindset approach to improve overall training delivery and reporting across the organization 

• Partners with subject matter experts and the instructional design team to develop learning materials and overall measurement story for learning programs 

• Supports the development of content for training materials, as needed 

• Creates, and monitors various training programs effectiveness, including meeting success criteria, ROI, and impact to defined Operational KPIs  

• Develops and maintains reporting on training programs, as needed 

• Manages the reporting needs from the LMS and other systems to provide a holistic report of learning experiences across CX teams 

• Acts as a subject matter expert on the LMS reporting capabilities 

• Partners with the Instructional design team to evolve the technology based on CX learning reporting needs 

• Represents training as a learning expert in business partner meetings, as needed 

• Performs ongoing reviews with CX leadership to ensure common understanding and expectations of training delivery and reporting plans 

• Builds and maintains relationships with key stakeholders to identify areas of opportunity for learning 

• Partners closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success 

• Creates a measurable learning environment 

• Effectively communicates across Zendesk appropriately and as needed 

Behaviors

• Leads with impact & influence

• Establishes credibility, effectively persuades and develops others, and achieves important objectives collaboratively

• Champions Zendesk culture and empowers employees to take responsibility for their jobs and goals

• Maintains transparent communication and showcases strong communication, interpersonal, and presentation skills 

• Appropriately communicates organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication

• 2+ years of people management experience across global teams 

• 2+ years of adult learning and Operational training experience

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