Job Summary:

- The Training DGM is responsible for the strategic direction, development, and execution of all learning and development initiatives for the company's 2,000-employee digital marketing operations.

- This role will lead a team of training professionals to create and deliver impactful training programs that directly support business objectives, enhance employee performance, and ensure exceptional client experiences.

- The DGM will be accountable for key training metrics and will serve as a critical partner to operations leadership.

Essential Duties and Responsibilities:

- Training Strategy & Management: Develop, implement, and manage a comprehensive training strategy that addresses new hire training, continuous upskilling, and performance improvement for all operational teams.

- Team Leadership: Supervise and mentor a training leadership team. Manage team performance, set departmental goals, and foster a culture of professional growth and accountability.

- Curriculum Development & Delivery: Oversee the entire instructional design process, from needs analysis to content creation and delivery. Ensure all training materials and methodologies are aligned with adult learning principles and business requirements.

- Performance Measurement & Analysis: Establish and maintain key performance indicators (KPIs) for the training function. Analyze training data to ensure effectiveness, with a primary focus on:

- Throughput of new hire batches.

- Case sentiment scores of trained employees.

- Quality scores directly related to client experience.

- Stakeholder Collaboration: Partner with cross-functional leadership, including Operations, Quality Assurance, and Client Services, to identify performance gaps and design targeted training interventions.

- Budget & Resource Management: Manage the training department's budget and resources effectively to maximize the impact of all learning initiatives.

- Client Management: Serve as a key point of contact for clients regarding training initiatives. You will consult with clients to understand their specific needs and goals, present training strategies, and report on the impact of training on their business outcomes. You'll ensure our training programs are not only effective internally but also aligned with client expectations and requirements.

- Compliance & Standards: Ensure all training programs and procedures adhere to company policies and industry best practices. Maintain accurate training records and documentation.

Required Qualifications:

Education: A graduate degree from an accredited institution is required.

Experience:

- A minimum of 10 years of progressive leadership experience in a training and development role within the BPO or contact center industry.

- Demonstrated experience managing a large-scale training function.

- Proven track record of developing and implementing training strategies that directly impact operational KPIs, including quality, throughput, and client satisfaction.

- Experience in the digital marketing or related tech support industry is highly preferred.

Skills:

- Exceptional leadership and team management abilities.

- Deep expertise in instructional design and adult learning theory.

- Strong analytical skills with the ability to interpret data and make data-driven decisions.

- Excellent written and verbal communication skills.

- Ability to thrive in a fast-paced, high-pressure, results-driven environment