**Senior Manager, Global Training Delivery Management, Customer Service at blithequark**
Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving global training initiatives and improving productivity in a fast-paced, dynamic environment? If so, we invite you to join blithequark as a Senior Manager, Global Training Delivery Management, Customer Service.
At blithequark, we're committed to being the most customer-centric company on earth. To achieve this goal, we need talented, driven individuals who share our passion for delivering exceptional customer experiences. As a Senior Manager, Global Training Delivery Management, Customer Service, you'll play a critical role in leading our worldwide training delivery teams, ensuring that our global workforce is equipped with the skills and knowledge needed to provide outstanding customer service.
**About the Role**
As a Senior Manager, Global Training Delivery Management, Customer Service, you'll be responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific. You'll lead a large team of trainers and support staff that deliver thousands of trainings to our global workforce annually, including managing all new hire training for blithequark Customer Service. Your primary objective will be to 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, embodying blithequark's leadership principles to be a leader of leaders.
* Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers.
* Establish and achieve customer service quality goals for trainees over their first 300+ contacts.
* Improve global trainer productivity by eliminating waste and developing effective mechanisms.
* Report to senior leaders on training completion, quality, and productivity metrics.
* Develop an emergency response mechanism to provide on-demand training services 24/7/365.
* Own the new-hire associate experience and enable blithequark to strive to be Earth's Best Employer.
**Requirements**
* 10+ years' experience in Customer Service operations, training, or program management.
* Experience supporting large and distributed employee work groups globally, including a remote workforce.
* Superior analytical skills.
* Expert in the principles and processes of an inbound contact center.
* Bachelor's Degree.
**Nice-to-Haves**
* 5+ years' experience in training or a related field.
* Proven track record of developing mechanisms to scale globally.
* Strong writing skills and experience presenting to senior leaders.
**Benefits**
* Medical, Dental, and Vision Coverage
* Maternity and Parental Leave Options
* Paid Time Off (PTO)
* 401(k) Plan
**Why Join blithequark?**
At blithequark, we're committed to creating a work environment that's inclusive, diverse, and supportive. We believe in investing in our employees' growth and development, providing opportunities for career advancement, and recognizing their contributions to our success. If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's shaping the future of customer service, we invite you to apply for this exciting opportunity.
**How to Apply**
If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we invite 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!