Location: Gilbert, AZ

This position is not eligible to be performed in Alaska, Colorado, Mississippi, North Dakota, or the Virgin Islands.

As a Learning Delivery Manager, you will report to Director of Global Learning Delivery. You will oversee a team of learning professionals focused on improving the capabilities of new and tenured guides in our Care and Services departments based in the United States. You will be an active and productive partner with the learning program managers, instructional designers and learning operations team. You will collaborate with them to make a positive impact on key business, quality, productivity, and customer experience metrics for assigned lines of business. You'll also work closely with the managers of the lines of business your team supports to understand how well employees retain information and use the concepts learned in training courses. Sharing those data with the learning program management team will be key in this role.

Manage a team of facilitators including scheduling, upskilling, monitoring, and observing their performance to ensure uniformity and compliance with established company expectations. Actively seek opportunities to improve the efficiency and effectiveness of learning. Handle end-to-end projects, ensuring all aspects are running efficiently and according to plan. Ensure that the work of the team and individuals is continually aligned to meet internal customer’s needs.

What you'll get to do...

• Onboard and ensure ongoing development of trainers on your team
• Assign resources and run schedule to ensure the delivery of onboarding and continuing education classes according to the agreed-upon timetable. Use tools to handle capacity
• Anticipate, and proactively solve for, demands on delivery resources including facilitators, technology, and budget within team
• Be responsible for and participate in content transfer and TTT sessions
• Coordinate with learning program managers, instructional designer and learning operations team members to identify, refine, and update curriculum.
• Measure and report out on the classroom outcomes including classroom performance, attrition, observations and issues or concerns. Continue monitoring and reporting out performance of classes as they progress through ranch and first 60 days of production
• Using results from classroom analysis, partner with learning program managers by proving data to include in communication of overall program results
• Engage with a virtual, diverse team, lead projects to drive process efficiency, and exceed customer expectations
• Deliver instructor-led classroom training to end-user customers and partners at least quarterly, to stay sharp on content and delivery skills
• Actively participate in call calibration and contribute to the call library monthly. Audit call library quarterly isolating out of date calls, while maintaining appropriate call examples for training and performance coaching
• Continually research methods and techniques in workplace training and remain up to date on developments within the industry and competitors and recommend improvements to Director

Your experience should include...

• At least three years of experience supporting training execution efforts in a call center environment.
• At least two years of experience supporting learning for inbound and outbound sales through such work as needs analysis, coaching, facilitation, and program management.
• Ability to effectively organize and lead multiple training initiatives simultaneously
• Shown training facilitation and delivery experience (in person and virtual)
• Ability to work successfully and build relationships in a matrix environment
• Experience identifying business impact metrics for programs, gathering data, and reporting results back to business leaders.
• Strong analytical acumen including data analysis, critical thinking, problem solving and communication of that information to Director and Learning Program Managers as appropriate
• Excellent interpersonal and influencing skills with strong communication skills (both verbal and written)
• Demonstrated commitment to building a strong team including development and recognition
• Consistent demonstration of GoDaddy values: Own Outcomes, Build Value, Join Forces, Work Courageously and Live Passionately
• Bachelor’s degree or Training certification a plus

We've got your back... Enjoy our many benefits (My Wallet), including paid time off, 401k, equity grants and parental leave. Join one of our employee resource groups (Culture). Continue to have a side hustle, if you have one (we love entrepreneurs, remember?). Most importantly, come as you are and make your own way. 

About us... GoDaddy is empowering everyday entrepreneurs around the world by providing all of the help and tools to succeed online. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, 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 About Us (https://aboutus.godaddy.net/about-us/overview/default.aspx.) 

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, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, 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 help completing an application for a position with GoDaddy, please reach out to our Recruiting Team at [email protected].

 GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.