Job Description

About the TeamGovernance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.As part of GNE organization is our Service Support Centre (SSC) thrives to deliver trustworthy and excellent service experiences. SSC is looking for an Knowledge Management and Training Program Manager.ResponsibilitiesDevelop and execute a comprehensive training strategy, learning curriculum and execution framework to enhance BPO agents capabilities and ensure consistent service excellence.Review and identify gaps between training materials and SOPs, implementing improvements to provide agents with accurate and aligned information when serving sellers and buyers.Act as an advocate for BPO agents by highlighting process or SOP gaps, providing feedback and enhancing training resources to close identified issues effectively.Collaborate with internal teams to communicate system and tool updates promptly, ensuring timely training or knowledge updates for BPO agents to maintain operational accuracy.Partner with BPO training teams and leadership to ensure adherence to the defined training strategy and timely delivery of training programs across all service channels.Work closely with operational project teams to plan and execute the rollout of new features, processes, and tools within agreed timelines across the region.Support and drive the successful implementation of new initiatives and product launches, including but not limited to training-related programs.Serve as the regional Subject Matter Expert (SME) for all training, knowledge management, and process-related matters, ensuring best practices and operational excellence across the organization.