Toast4 дня назад
Менеджер по развитию лидеров, старший программный менеджер
Зарплата не указана
РЫНОК
13 634 ₽медиана по профессии
Tech Lead / Team Lead · 356 вакансий с указанной зарплатой
5 092половина предложений: 9 708–18 1041,2 млн
Работодатель не указал зарплату — сравните с рынком сами.
Remote
Обязанности
- 01Strategic Program Management & Governance Design, contract, and scale end-to-end Manager Training & Enablement programs aimed at robust bench building, leadership development, and continuous professional growth
- 02Partner with Care Operations, CS and CSO leadership to shape the overall manager investment strategy bringing consensus and acquiring buy-in to a shared vision and roadmap
- 03Build and govern standardized coaching playbooks, behavioral rubrics, and coaching certifications to ensure global manager consistency and talent transformation
- 04Establish operational rhythms and governance frameworks that empower managers to effectively leverage insights tools and drive high-impact coaching sessions with AI based manager 1:1 dashboards and transcription analysis
- 05AI Coaching Modules & Ecosystem Innovation Architect and transition the standard manager training lifecycle into a closed-loop system by designing, piloting, and scaling autonomous AI coaching modules and simulation systems
- 06Integrate AI voice and text-based role-play tools into a manager practice arena to simulate high-complexity coaching, performance management, and alignment scenarios to assist managers with the development of their direct reports
- 07Optimize modern AI tools and LLM-based tech to build engaging, hyper-personalized manager support tools that empower leaders to be highly effective
- 08Tailored Enablement Delivery & Architecture Develop specialized, distinct enablement pathways that address the priority KPIs of Customer Care (TTR/C (Time to Resolve/Close), CSAT (Customer Satisfaction), Transfer Rate, and AHT (Average Handle Time)) and CSM KPIs (Save Rate, Churn Mitigation, Downsell prevention)
- 09Drive key manager KPIs in Coaching Compliance, Coaching Effectiveness, and Manager Engagement
- 10Design, build, and iterate on the onboarding design for new managers, including newly promoted, as well as the continuous development and enablement of tenured managers
- 11Ensure managers are deeply versed on organizational, product, and process changes, and fully equipped to translate those changes effectively to their teams during Huddles and dedicated coaching sessions to ensure adoption and effective application by their agents
- 12Influence, Analytics & Evaluation Align and influence cross-functional Senior Leader and Director-level stakeholders as a trusted thought partner, managing massive programmatic changes across distributed teams
- 13Proactively identify global areas of opportunity to support managers and leadership, providing ready solutions backed by a high rigor of analytical and performance assessment
- 14Lead as a Center of Excellence globally, evaluating behavioral opportunity areas and structuring remedial manager initiatives both internally as well as shared with BPO partners
- 15Establish robust post-enablement measurement frameworks to evaluate learning impact, leveraging AI analytics to track real-world performance improvements and core business KPIs
Требования
- 015-8 years of experience delivering high-impact enablement, training infrastructure, leadership development curriculum, or performance coaching strategies within a fast-paced SaaS, Fintech, or fast-growth tech environment
- 02Demonstrated ability as a senior leader to align cross-functional VP and Director-level stakeholders, manage massive programmatic changes, and drive process discipline across fragmented teams
- 03Proven domain expertise navigating both transactional/queue-based operational environments (Customer Care/Support) and relationship-driven commercial environments (Customer Success/Account Management)
- 04A strong portfolio of work demonstrating the ability to take an ambiguous, loosely defined objective and turn it into a scalable, repeatable corporate program
- 05Bachelor's degree required, with an advanced degree in Adult Learning, Organizational Development, or a related discipline highly preferred
- 06Power-user familiarity with modern customer stacks, learning tools, and data analytics dashboards (e.g., Salesforce, CRMs, LMS tools, and AI platform assistants)