Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Location: Remote, US

Role Summary

Genesys is looking for a Training Delivery Manager to establish, build, and deliver cohesive and organized learning programs for our Customer Success and Services groups (CSS). This role will have the opportunity to design and implement the process, procedures, brand and strategy required to deliver a global learning and development framework.

The ideal candidate should be forward looking and passionate about implementing new and innovative solutions to developing and delivering timely, up to date, and accurate training. This role will work cross-functionally with our CSS teams, product, HR, and others to develop and deliver the learning framework.

Responsibilities

The primary responsibilities will include, but are not limited to:

• Hire and manage training delivery team

• Set and drive performance of team to hit all deliverables

• Review training feedback to continuously improve content

• Develop a training delivery framework using an agile approach to rapid development and deployment of training material

• Partner with department leaders to help drive a culture of learning across CSS

• Work collaboratively with Beyond Training team, LMS teams, training delivery teams, and leadership to promote cross-functional solutions to training needs

• Establish a training governance framework to ensure content is accurate and up to date at all times

• Identifies technology enhancements that will improve the employee, customer, and content development experience

• Embrace and facilitate coaching sessions to continuously improve skillset of training delivery team

Qualifications

• Combination of 3-5 years managing an L&D team dedicated to delivery of content aligning to business process and sales training.

• Experience with training delivery platforms such as Zoom, etc.

• Ability to conduct in-depth needs assessment analysis of learning need

• Excellent organization, communication, and interpersonal skills

• Advanced skills in facilitation and training delivery

• Familiarity with online content-delivery tools and platforms

• Experience in working with complex technical solutions

• Desired experience includes familiarity with contact-center software, telecommunications technology and standards, network-based solutions, using AI for content creation, or other highly technical systems.

#LI_Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.