CX Partner Training Specialist

6 days ago

Baguio, Philippines TalentPop App Full time

Overview Drive World-Class Service Delivery. We're seeking a CX Partner Training Specialist to manage the learning strategy for frontline customer service teams across multiple third-party Service Partners. Responsibilities Training Strategy and Management: Design, implement, and oversee all virtual training programs, managing schedules, resources, and trainers across various client accounts and Partner sites. Curriculum Standardization: Develop a consistent, world-class training curriculum and toolkit that can be rapidly deployed and customized for new client launches, focusing heavily on modern platforms like Gorgias, Shopify, Zendesk, and Freshdesk. Performance and Quality Oversight: Collaborate closely with Service Partners and Quality Assurance teams to establish KPIs for training effectiveness, evaluating agent readiness and closing performance gaps post-training. New Program Onboarding: Lead the training and knowledge transfer phase for all new client integrations, acting as the subject matter expert to ensure seamless and efficient agent certification. Virtual Facilitation & Coaching: Maintain a hands-on presence by personally leading strategic, advanced training, coaching Partner trainers, and modeling best practices for virtual delivery via platforms like Zoom. Qualifications Partner Operations Experience: 3+ years in a Training Manager, Program Manager, or Operations Management role within a third-party service or outsourcing environment. Training Management: 2+ years managing a team of trainers, curriculum developers, or quality specialists. eCommerce Tools Mastery: Deep expertise in training on and operating within major eCommerce CRM tools such as Gorgias, Zendesk, Freshdesk, and Shopify. Remote/Virtual Proficiency: Proven ability to manage large, complex training programs and teams entirely in a virtual setting, leveraging tools like Trainual, Loom, and advanced Zoom features. Analytical Skills: Strong ability to use performance data (KPIs, QA scores) to diagnose training needs and quantify the ROI of learning initiatives. Benefits Full-Time Remote: Work from anywhere in US PST time zone. Competitive Compensation: Pay with annual performance-based increases and bonuses. Comprehensive Health: Choice between comprehensive health/dental insurance or a monthly health stipend. Paid Time Off: Paid time off and holiday bonuses. Impactful Leadership: Direct ownership of a critical function with visibility into overall strategy and growth. Professional Development: Dedicated budget for professional development and a clear pathway to scale your career. Growth Opportunities: Opportunities to grow with us as we scale. #J-18808-Ljbffr

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