Training Leadership (20%)

• Responsible for designing and delivering oral presentations and training courses, writing clear learning objectives, training manuals, work instructions, standard operating procedures (SOPs) and conducting post-learning assessments to evaluate the effectiveness of training programs and progress of the trainee as she/he progresses into the 30/60/90 days of onboarding
• Provide guidance to achieve internal and external training resources
• Lead training initiatives which includes preparing training plans, needs assessments, design and execution of learning solutions in areas such as new hire orientation/onboarding, new system platforms, organizational effectiveness, leadership, and process improvement

Facilitate & Deliver Training (60%)

• Facilitate learning and development tools and resources such as basic and subject matter job skills training, new system platform training and standard operating procedures (SOPs)
• Documents processes and creates work instructions and training material for all support positions
• Using internal and external resources, responsible for the development of training programs, coursework and organizational interventions designed to meet training and organizational development objectives
• Facilitate workshops and resulting action plans with cross-functional groups regarding process improvement topics such as materials flow, goal setting, innovation, brainstorming, etc
• Work with leaders to deliver programs that drive desired behaviors and results through site organization
• Develop and use in-house subject-matter-experts, where appropriate, through train-the-trainer sessions and other developmental programs. Facilitate and conduct train-the-trainer workshops
• Responsible for the day-to-day administration of training resources and suppliers, material preparation, computerized training, program and participant tracking, and the training/education budget
• Plan and coordinate training logistics, including the scheduling of training classes, in an efficient and cost-effective manner that minimizes the impact on operations
• Carry out other projects and duties as requested by leadership

Measure & Plan (20%)

• Develop and maintain training metrics and resources
• Responsible for performing job analysis and task analysis, pre- and post- performance evaluations, and course validation to ensure production / maintenance training is positively influencing performance
• Partners with Customer Support and cross-functional teams to design, develop, test and implement system modifications to improve operational efficiency

Job Requirements:

• Bachelor’s degree in Business Management, Training, Organizational Development or related field
• Minimum of 3 years of experience in developing and leading organizational development and/or organizational effectiveness initiatives
• 2+ years of experience in a customer support and/or call center environment
• 2+ years of training leadership over a team driving strategic training programs
• Previous experience designing, developing and delivering impactful business solutions and programs, preferably in customer support and/or call center environments
• Ability to understand customer support/call center processes and to translate these into work instructions and training material.
• Proven facilitation skills to lead workshops and action-planning processes
• Project management experience
• Proven experience in implementing an Agile/Lean culture a plus
• Change agent skills required
• Work schedule flexibility 
• Strong written and oral communication/presentation, interpersonal, and organizational skills
• Ability to consistently meet expectations in an ever-changing environment
• Highly motivated and enthusiastic
• Strong problem-solving skills
• Candidates must understand how to define the problem and generate alternatives and implement solutions
• Leadership Skills: Ability to motivate and coordinate employees
• Skilled in Microsoft Office applications (PowerPoint, Word, Excel, Outlook)
• Ability to write reports, business correspondence, and procedure manuals.
• Strong business acumen
• Must be able to lead, work and thrive in a quick moving cross functional team environment
• Must be able to perform without specific daily direction
• Multiple languages a plus
• Ability to create and modify training content
• Maintains a diligent attention to detail and high quality bar
• A willingness to dive deep and become a product expert

What we offer?

• International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce and online marketing
• Rigorous training and exposure in team management, leadership, online marketing, business analytics and operations
• Benefit package: Provident Fund, Gratuity, Fuel Expenses, Employee Discount, Mobile top ups and data pack, Accidental Insurance, Medical Insurance, Full annual health check-