Training Program Manager, Global Learning

Bachelor's degree or equivalent- 2+ years of program or project management experience- 2+ years of working cross functionally with tech and non-tech teams experience- 2+ years of defining and implementing process improvement initiatives using data and metrics experience- 2+ years of facilitating training or learning & development experiencesAs a Training Program Manager based at the Mexico City site; you will be responsible for delivering, implementing and administering high quality training programs for technical and non-technical learning programs for Support. This role focuses on program management and co-ordination for New Hire (NH) and Tenured engineers in MEX, you will additionally assist the global program owner build NH mechanisms to improve training experience and business performance. You will play a significant role in the training and development of a successful and effective global support team.Key job responsibilities- Coordinate, plan, design, deliver and facilitate Support Engineering (SE) trainings such as new hire, continuing education, launch training for new services, and other SE specific training as needed. This includes classroom and/or remote instructor led training, webinars, and blended instructor-led learning and online self-directed modules or materials.- Prepare for Training Delivery by granting tool permissions to trainees prior to the class, create Adobe Connect training room, send trainee invites based on training dates communicated by global PM, review the training materials and complete the curriculum preparation.- Identify knowledge gaps through observations, focus groups, quality checks, and data analyses and propose specific training topics based on findings.- Monitor, track and report on training completion metrics.About the teamMexico City, DIF, MEX- Experience with SQL- Experience with Excel