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Director of Care Learning Programs
GoDaddy
Gilbert, AZ, United States
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About GoDaddy
GoDaddy powers the world's largest cloud platform dedicated to small, independent ventures. With nearly 18 million customers worldwide and over 77 million domain names under management, GoDaddy is the place people come to name their idea, build a professional website, attract customers and manage their work. Our mission is to give our customers the tools, insights and the people to transform their ideas and personal initiative into success. To learn more about the company visit www.GoDaddy.com.
The Director of Care Learning Programs is a role for an experienced senior learning professional within GoDaddy Learning. The position is responsible for defining the learning strategy and system for GoDaddy’s Customer Care (sales and support) teams around the world, and for managing a team of learning program managers who deliver that strategy through in-person, eLearning, and blended programs. This high-profile, global, Arizona-based position involves close strategic collaboration with Care’s global leadership to ensure that the right learning programs are prioritized, meet the business need, and land with high impact. In addition, the Director is a member of the company’s learning leadership, and so is well-placed to influence the direction of learning across a global company.
In this role, you will:
• Represent GoDaddy Learning in Customer Care leadership meetings to ensure that Learning is at the strategy table, that it influences and contributes to Care strategic decisions, and is an integral part of the Care business.
• Be the high-profile, visible face of Care Learning, representing Learning at Care Supervisor, Manager and Director meetings, representing Learning in Care business operations meetings, and being visible on the Care Floor. This is essential for two-way communication between Learning and Care.
• Advance the existing learning system for Care Agents and Leadership to ensure that it delivers the skills and capability that the organization needs to grow and serve GoDaddy customers via learning programs, pathways, and certifications using a blend of internal and external solutions.
• Drive consistency in the learning experience, ensuring GoDaddy’s learning programs reflect emerging best practices, cutting-edge tools and techniques, and break through thinking to keep GoDaddy ahead of the competition.
• Manage a global team of Learning Program Managers to deliver high-impact programs that:
◦ Onboard all Customer Care Agents in the United States and EMEA, and through BPO relationships with agents around the world.
◦ Develop and certify existing Agents in GoDaddy products, behaviors and skills.
◦ Develop Supervisors and Managers to coach and support Agents, and manage the business.
• Personally own and drive some of the highest-profile new Learning initiatives across Care.
• Ensure consistent implementation of program management standards and tools relative to stakeholder engagement, prioritization, project planning, risk mitigation, communication planning, and planning implementation.
• Ensure that Care Learning has the data needed to report on its work and impact around the world. This includes ensuring new programs are piloted with A/B tests to create business cases to support wider roll-outs; and that program impact is tracked and reported using agreed KPIs.
• Collaborate with GoDaddy Learning’s Instructional Design CoE on the design and development of new Care Learning programs, and with the Learning Delivery CoE on the in-person and virtual delivery of classroom content.
The ideal candidate possesses:
Required:
• At least eight years of experience working in a Learning department of a global company, at least two years of which must be in a Care or Call Center environment.
• At least six years of experience managing global learning programs that impact 1000+ employees.
• At least two years of experience working closely with corporate leaders (VPs and above) as a strategic partner with evidence of influencing their decision making and adapting their own thinking to meet business needs.
• At least four years of experience of managing learning professionals in a corporate environment, ideally learning program managers.
Preferred:
• Experience in vendor selection and management, and in making strategic build/buy decisions on training content.
• Experience collaborating closely with instructional design and facilitation teams in a matrix management structure.
GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
If you need assistance completing an application for a position with us, please reach out to our Recruiting Team at Recruiting@godaddy.com
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