Community Operations Trainer - India

Instawork•San Francisco, CA

9d•Onsite

About The Position

Instawork is seeking a Community Operations Trainer for India to design and deliver a learning curriculum for the Community Operations team. This role will align with Instawork’s business objectives and scale with a growing organization. The trainer will develop a comprehensive onboarding program to ensure new team members provide premier support for Instawork’s customers and internal stakeholders, preparing them for an intensive operational role managing high volume and nuanced customer requests. Collaboration with management is key for creating training plans, developing training modules, and facilitating real-time training for new hires and continuing education for tenured specialists. The role involves managing the efficacy of new hire onboarding through continuous process planning, execution, and identifying metrics for the learning curriculum. Establishing methods for measuring and reporting on learner engagement, comprehension, and practical application is crucial. The trainer will provide consistent visibility through written status and ongoing reporting, summarizing learner development. Auditing communications with customers and internal stakeholders to identify training needs and maintain quality standards, and improving team members’ productivity through weekly knowledge sharing and insights on how to increase efficiency are also key responsibilities. Developing learning exercises with specific examples of interactions that promote empathy and obsession with the customer experience, and creating/assisting with managing content for the internal customer Knowledge Base and external customer Help Center are also part of the role.

Requirements

5+ years of experience leading and creating support training programs
5+ years leading remote or diverse teams, preferably in the technology services industry
Experience creating content for and publishing within a Content or Learning Management System
Proven ability to utilize different strategies to engage learners through presentation, facilitation and mentorship, as well as use of online and offline training concepts
Demonstrated success managing long-term projects and ongoing reporting for deliverables
Proven ability to motivate, influence and work effectively at all organizational levels using different methods of communication
Experience collaborating with distributed teams across multiple time zones and languages and cultures strongly preferred

Nice To Haves

Learning Management System (LMS) administration experience preferred
Instructional Design experience strongly preferred
Experience building content /delivering training in a fast evolving company with constant changes preferred

Responsibilities

Design and deliver on a learning curriculum for the Community Operations team that aligns with Instawork’s business objectives and scales with a growing organization; coordinate and administer training
Develop a comprehensive onboarding program that encourages new team members to provide premier support for Instawork’s customers and internal stakeholders, as well as prepare them for an intensive operational role managing high volume and nuanced customer requests
Collaborate with management to create training plans, develop training modules, and facilitate real-time training for Community Operations new hires and continuing education for tenured specialists
Manage the efficacy of new hire onboarding through continuous process planning, execution, and identifying metrics for the Community Operations learning curriculum
Establish methods for measuring and reporting on learner engagement, comprehension, and practical application
Provide consistent visibility through written status and ongoing reporting, summarizing learner development
Audit communications with customers, and internal stakeholders to identify training needs and maintain quality standards
Improve team members’ productivity through weekly knowledge sharing and insights on how to increase efficiency
Develop learning exercises with specific examples of interactions that promote empathy and obsession with the customer experience
Create and assist with managing content for the Community Operations for the internal customer Knowledge Base and external customer Help Center