SMG's Global Customer Success (GCS) is a worldwide team which effectively partners with all Intel business units to provide a full range of customer support that spans the lifecycle for Intel's products, programs, and services. Our global services are scalable to meet the needs of every customer from the single end user to the large-scale distributors and original equipment manufacturers. These services include design-in testing tools (TNT), pre-sales tech enablement (ADC), program and event management (IDD), to post sale technical support and warranty (ICS) for all Intel branded products, programs, and services.

As the Training Program Manager of Intel's Global Customer Success organization (GCS) you will be responsible for partnering across the organization to define, develop, monitor, and promote the full training curriculum. This would include training needs for all first and second level customer support agents around the globe, as well as product support engineers and other project/program managers within the organization.

Responsibilities will include but are not limited to:

• Drive operational excellence by managing the Contact Center Agent training infrastructure across all Intel customer support centers around the globe

• Manage and support business process, tool, and BU centric product training curriculum for new agent onboarding, new product support agreements, as well as continuous learning
• Manage the global training roadmap and training website
• Work with multiple owners across the org to forecast training needs, identify learning gaps, consult on the development of training materials, and manage the delivery of the training, through F2F training, virtual calls, web base training etc.
• Review and analyze training quality to identify gaps and lead data-driven continuous improvements
• Directly support/manage training deliverables for large-scale programs and launches by establishing and executing the training strategy to support the success of these efforts
• Assist in the delivery of live or virtual training sessions when needed/when appropriate
• Oversee task/deliverable prioritization and review for training support third party vendors
• Partner with Intel Learning Network for session planning/logistics when needed
• Consult on content strategies to support related organizational initiatives/programs

The successful candidate will exhibit the following traits:

• Strong understanding and proven experience in learning and development practices including: ADDIE Model, learning needs assessment, learning measurement (L1-L3)
• Passionate about educating others
• Strong project/program management experience and skills
• Organized, with a natural inclination for both strategic and tactical planning, with the ability to turn strategy into tangible deliverables
• Independent worker with willingness to manage ambiguity
• The ability to effectively multi-task
• Sensitivity and good understanding of organizational issues and challenges
• The ability to communicate effectively at all organization levels and adjust delivery and content to align to the audience
• Viewed as a true partner, coach, mentor, and effective collaborator working together to achieve organization's objective
• The ability to establish and maintain trust, credibility, and build strong relationships
• The ability to positively partner and influence others towards a common vision or goal
• High level of professionalism, energy, and sense of urgency to make things happen - resilient and tenacious

• Demonstrated experience leading cross-functional, cross-organizational meetings, workshops, trainings
• Excellent spoken and written English skills

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. This Position not eligible for Intel immigration sponsorship.

Minimum Qualifications

Bachelor's degree in business related field, communications, marketing, or another related field with

• 4+ years direct experience in a Learning and Development role
• 4+ years first-hand experience managing cross functional projects/operational programs in a global organization

Preferred Qualifications

• Instructional Design experience
• 2+ years Customer Support or Support Operations experience, preferably in a global organization
• Power BI experience
• PMP certification
• Managing contracts, budgets, and compliance requirements in working with Third Party Vendors

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

Other Locations

US, Arizona, Phoenix;US, California, Santa Clara;US, Oregon, Hillsboro;US, Texas, Austin

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.