Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 3 years of experience in program or project management.
  
• 2 years of experience in a quantitative or metrics measured role or business.
• Experience in stakeholder-facing roles, interacting with executive partners.

Preferred qualifications:

• Experience in a customer facing technical support role.
• Experience partnering with external suppliers/agent based programs to deliver improvements in operational metrics and meet or exceed compliance standards.
• Experience using data analysis to identify needs and measure impact in an operations organization.
• Expertise in designing and managing learning solutions to meet business objectives and regulatory requirements, within a product-oriented role.
• Ability to balance quality and cost imperatives across a large, agent based program and to deliver against performance-based metrics.

About the job

The Learning Enablement team is designed to partner cross-functionally across the gUP operations and broader organization to proactively identify opportunities for improvements in the customer experience, cost effectiveness, and compliance adherence.

As a Learning Enablement Program Manager, you will play a pivotal role in designing, implementing, and measuring the impact of knowledge solutions. You will be a trusted advisor, strategist, and program leader, driving continuous improvement across all levels of the organization. You will work closely with teams across gUP and gTech to support product launches, regulatory mandated training, and onboarding for internal processes and tooling.

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration and more).

Responsibilities

• Manage the end-to-end lifecycle (creation, rollout, measurement) of high-impact learning solutions, aligning cross-functional stakeholders around clear objectives and plans.
• Develop and implement strategies across gUP to drive improvements in operational metrics and overall training program return on investment.
• Partner with stakeholders to build programs that will drive measurable improvements to customer experience metrics.
• Influence and collaborate across various stakeholders from junior team members, peers to executive level business owners through written and verbal communication skills, including presentation creation and delivery.
• Partner with internal teams to proactively identify knowledge gaps, analyse quality trends, and support their business goals (e.g., product launches, new tool launches, new regulatory mandates). Create and maintain compliant and aligned cross-gUP frameworks for training processes, including scoping, asset creation, and supplier engagement standards.