Training Delivery Specialist - Customer Support - Shared

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

The Training Delivery Specialist will be mainly responsible for the learning and development of GOC team members by developing/facilitating various training programs that will help improve agents’ performance. Training Delivery Specialists deliver technical and soft skills training courses in both classroom and virtual learning settings and are expected to produce skilled Associates /agents to deliver quality work. Training delivery specialists are also expected to provide domain expertise on client specified products &  processes, and provide coaching and guidance to associates on the floor through mentoring, refresher training & deployment of various training initiatives. This position will establish and manage relationships between the Training team and key internal customers, clients, and other stakeholders, and will own end-to-end learning and development of associates for the workflow. 

Position Responsibilities

• Deliver Product and process training to New joiners & conduct production floor refresher training as necessary.

• Perform training needs analysis to understand knowledge gaps and/ or identify employee’s areas for improvement and provide training interventions including practical exercises and assessments targeting these areas. 

• Create and share relevant  reports and/or templates essential to the business, especially in measuring training effectiveness and monitoring training progress. 

• Expected to create AI-powered training solutions and optimize AI usage in doing research, creating/ improve training materials and presentations, process documents, knowledge assessments, etc

• Work with Googler stakeholders, GOC Ops and xFunctional teams in deploying domain / industry learning programs which aim to continuously upskill the level of knowledge and competencies of our employees. 

Minimum Qualifications

• Excellent verbal and written communication skills

• 3-5 years experience in supporting advertising products like Adwords (Search, Display, Shopping, Mobile), Google Analytics, with an understanding of various online advertising models (Search, Display, Shopping, Mobile, Video etc). 

• Should have knowledge of adult learning theories/principles 

• Good Presentation and Facilitation Skills (preferably with demonstrated ability to deliver effective training, in classroom and/or virtual classroom environments)

• Analytical mindset with the ability to recommend internal process improvements 

• Strong interpersonal and customer service skills

• Must have the ability to manage multiple work streams and projects.

• Ability to meet deadlines while maintaining high-quality standards. 

• Passionate about training and development

• Must have the ability to manage multiple work streams and projects

• Strong customer service skills with an ability to make decisions anchored on the interest of the customers

Preferred Qualifications

• Certified in Google ads

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at [email protected].