As a Training Manager at Wolt, you will oversee training efforts within the Shared Service Centre Team, ensuring alignment with global standards while addressing local needs.

Key Responsibilities

Team Management

• Manage and lead Training Leads and Training Specialists to ensure effective execution of training programs.
• Oversee the development and performance of the Training Team, ensuring all trainers are equipped to meet local and global objectives.

KPI Tracking and Development

• Track and report on relevant Training KPIs to ensure the effectiveness of training programs and drive continuous improvement.
• Analyze training performance data to identify areas for enhancement and drive strategic changes based on those insights.

Train-the-Trainer Certification

• Implement and track the Train-the-Trainer certification process, ensuring trainers are prepared to deliver high-quality learning experiences.
• Ensure trainers are certified and maintain ongoing competency through continuous evaluation.

Learning Strategy Development

• Manage high-volume, cohort-based onboarding programs that deliver consistent agent readiness across the SSC.
• Develop instructional learning strategies tailored to the needs of SSC, focusing on both onboarding and continuous learning.
• Collaborate with global teams to define and validate new training approaches that enhance learning effectiveness.

Project and Initiative Rollouts

• Lead the rollout of global training projects and initiatives, ensuring that the SSC team is aligned with global standards.
• Coordinate with local teams to implement global changes and customize the delivery of these initiatives to suit local nuances.

Global-Local Collaboration

• Serve as the key liaison between local teams and the global training organization, ensuring that local feedback and requests are communicated and considered in global decision-making.
• Partner with cross-functional teams to identify performance trends and prioritize improvement efforts across the SSC agent population.
• Act as the SSC's primary voice in global training design and delivery, surfacing local performance patterns, flagging content gaps, and co-developing learning solutions with the global training team.

Requirements

• Leadership and Team Development: Proven ability to lead and inspire a training team.
• Data-Driven Decision Making: Skilled in interpreting data to measure training effectiveness.
• Instructional Design: Knowledgeable in creating tailored learning strategies.
• Project Management: Strong project coordination skills.
• Performance Consulting: Able to work with cross-functional partners to diagnose performance gaps.
• Clear Communicator: Able to bridge global and local teams effectively.
• Adaptable & Culturally Aware: Flexible in approach, with sensitivity to cultural differences.
• Problem Solver with a Strategic Lens: Quick to identify challenges and implement improvements.
• Attention to Detail: Meticulous in ensuring training content and delivery meet global standards and local expectations.
• Accountability for SSC Success: Deep commitment to the growth and wellbeing of the SSC Team.
• Languages: Fluent English is required.
• Location: Available to work from our Tbilisi office.

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Responsibilities:

• Work together with the Head of Support to take full ownership of customer and partner satisfaction
• Contribute to strategic initiatives to improve service proposition
• Guide and coach the team to improve performance, personal development, and happiness
• Implement new work procedures and features, and encourage feedback
• Analyze and optimize customer and partner touchpoints
• Collaborate with other teams to meet customer needs and improve service
• Lead by example and demonstrate customer-obsessed behavior

Requirements:

• Excellent communication and interpersonal skills in English and Georgian
• Experience in Customer Support or Customer Service
• 3-5 years of experience in leading a team
• Strong multitasking and prioritization skills
• Ability to translate data into actions and communicate with the team
• Proficiency in Office tools, particularly Excel
• Can-do attitude and willingness to work in a fast-paced startup environment

Benefits:

• Opportunity to work in a high-growth environment
• Collaborative and dynamic team
• Commitment to diversity and inclusion

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