Experienced Senior Manager, Global Training Delivery Management for Customer Service Operations – Leading Worldwide Training Delivery Teams and Driving Customer Satisfaction

Introduction to blithequark

At blithequark, we are driven by a relentless passion to be the most customer-centric organization on the planet. Our mission is to exceed customer expectations and set new standards in the industry. To achieve this ambitious goal, we need talented, driven, and innovative individuals who share our vision. blithequark's Customer Service team is now seeking an exceptional Senior Manager, Global Training Delivery Management to lead our global training delivery teams. This role represents a unique opportunity to make a significant impact on our customer service operations and contribute to our company's continued success.

About the Role

The Senior Manager, Global Training Delivery Management will be responsible for overseeing our worldwide training delivery teams, located across the Americas, Europe, India, and Asia Pacific. As a senior operations leader, you will lead a large team of trainers and support staff who deliver thousands of trainings to our global workforce annually. This includes managing all new hire training for blithequark's Customer Service team. You will partner closely with program leaders, training designers, and operations teams to ensure the quality, productivity, and management of all new hires during their initial weeks at blithequark.

Key Responsibilities

• Lead an organization of 400+ trainers, providing guidance, support, and development opportunities to ensure their success.
• Embody blithequark's leadership principles, acting as a leader of leaders, and be accountable for establishing and achieving customer service quality goals for trainees over their first 300+ contacts.
• Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers effectively.
• Establish and achieve customer service quality goals for trainees, focusing on continuous improvement and excellence.
• Improve global trainer productivity by eliminating waste and developing effective mechanisms to scale globally.
• Report to senior leaders on training completion, quality, and productivity metrics, providing actionable insights and recommendations.
• Develop an emergency response mechanism to provide on-demand training services 24/7/365, ensuring our customers receive exceptional support at all times.
• Own the new-hire associate experience, enabling blithequark to strive to be Earth's Best Employer and making a positive impact on our employees' careers.

Requirements and Qualifications

To be successful in this role, you will need:

• 10+ years' experience in Customer Service operations, training, or program management, with a proven track record of delivering results in a fast-paced environment.
• Experience supporting large and distributed employee work groups globally, including a remote workforce, and a deep understanding of the challenges and opportunities that come with it.
• Superior analytical skills, with the ability to analyze complex data, identify trends, and develop actionable insights.
• Expertise in the principles and processes of an inbound contact center, with a strong understanding of customer service operations and best practices.
• A Bachelor's Degree in a relevant field, such as Business Administration, Communications, or a related field.

Nice-to-Haves

While not essential, the following skills and experiences are highly desirable:

• 5+ years' experience in training or a related field, with a proven track record of developing and delivering effective training programs.
• A proven track record of developing mechanisms to scale globally, with experience in process improvement and operational efficiency.
• Strong writing skills and experience presenting to senior leaders, with the ability to communicate complex ideas and insights effectively.

Skills and Competencies

To succeed in this role, you will need to possess a unique combination of skills and competencies, including:

• Leadership skills: The ability to lead and motivate a large team of trainers and support staff, with a focus on developing their skills and abilities.
• Communication skills: Excellent written and verbal communication skills, with the ability to communicate complex ideas and insights effectively to diverse audiences.
• Analytical skills: Superior analytical skills, with the ability to analyze complex data, identify trends, and develop actionable insights.
• Problem-solving skills: The ability to think critically and develop creative solutions to complex problems, with a focus on continuous improvement and excellence.
• Collaboration skills: The ability to work effectively with cross-functional teams, including program leaders, training designers, and operations teams, to achieve shared goals and objectives.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Senior Manager, Global Training Delivery Management, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs: Opportunities to develop your skills and abilities through training, mentoring, and coaching.
• Career advancement opportunities: Opportunities to advance your career within blithequark, with a focus on developing our future leaders.
• Networking opportunities: Opportunities to network with other professionals within blithequark and the industry, with a focus on building relationships and sharing best practices.

Work Environment and Company Culture

At blithequark, we are proud of our company culture and work environment. As a Senior Manager, Global Training Delivery Management, you will be part of a dynamic and supportive team that is passionate about delivering exceptional customer service. Our company culture is built on a set of core values that include:

• Customer obsession: A focus on delivering exceptional customer service and exceeding customer expectations.
• Ownership: A focus on taking ownership and accountability for our actions and decisions.
• Invent and simplify: A focus on innovating and simplifying our processes and systems to achieve operational efficiency.
• Are right, a lot: A focus on making informed decisions and taking calculated risks to achieve our goals and objectives.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package and a range of perks and benefits, including:

• Medical, Dental, and Vision Coverage: Comprehensive health insurance coverage for you and your family.
• Maternity and Parental Leave Options: Generous leave options for new parents, with a focus on supporting our employees' work-life balance.
• Paid Time Off (PTO): Generous paid time off, with a focus on supporting our employees' well-being and work-life balance.
• 401(k) Plan: A competitive 401(k) plan, with a focus on supporting our employees' retirement goals and objectives.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Senior Manager, Global Training Delivery Management role at blithequark. This is a unique opportunity to make a significant impact on our customer service operations and contribute to our company's continued success. With a competitive compensation package, a range of perks and benefits, and opportunities for career growth and development, this role offers a unique opportunity to take your career to the next level. Apply now to join our team and be part of our mission to be the most customer-centric organization on the planet.