Mobile & Conversational Messaging Product Lead at Zeta Global. Responsible for defining and scaling strategy across SMS, WhatsApp, and Mobile Push while leading platform development.
About the role
- Training Director at a company ensuring world-class client support through strategic Training & Development programs for Virtual Assistants and staff. Leading continuous improvement and measuring impact across teams.
Responsibilities
- Lead the strategic design, implementation, and continuous improvement of all Training & Development programs.
- Ensure Virtual Assistants (VAs), team leaders, and support staff have the skills and service mindset to deliver world-class client support.
- Develop and execute a training roadmap aligned to company goals and client requirements.
- Design onboarding, soft skills, communication, and client-specific technical training for new VAs.
- Build leadership and upskilling programs for tenured VAs, supervisors, and managers.
- Integrate competency-based frameworks to measure and improve performance across departments.
- Lead and mentor Training Managers, Trainers, and Instructional Designers.
- Partner with Operations, Quality, Recruitment, and Client Success to identify gaps and deliver solutions.
- Oversee blended delivery (e-learning, live sessions, simulations, coaching, workshops).
- Evaluate/adopt LMS and learning tools; use analytics to measure effectiveness.
- Ensure consistency across remote and international teams.
- Track impact with KPIs (e.g., AHT, QA scores, CSAT) and drive continuous improvement.
- Maintain documentation; ensure compliance with standards and client SLAs.
Requirements
- Bachelor’s in Education, Psychology, Business, or related (Master’s preferred).
- 8+ years in Learning & Development; 3+ years in a senior leadership/Training Director role.
- Proven experience scaling programs in BPO/outsourcing/VA environments.
- Strong remote-workforce and virtual learning strategy expertise.
- Excellent leadership, communication, and stakeholder management.
- Proficiency with LMS and e-learning tools (e.g., Articulate, Rise, Canva, Captivate) and analytics platforms.
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