Job Description
GM – Learning and Development
Digital Marketing & Ads Troubleshooting
Role Overview
13+ years in Learning & Development (L&D) or Technical Training, with at least 5 years in a leadership capacity within the AdTech or SaaS space.
As the GM / DGM – Learning and Development, you will be the architect of knowledge for our Ads Troubleshooting division in Gurgaon. This is a high-stakes leadership role designed for a teacher-leader who will lead a team of trainers responsible for the end-to-end lifecycle of learning—from onboarding fresh talent to up-skilling seasoned troubleshooters on complex topics
Key Responsibilities
- Strategy & Curriculum Design: Develop a multi-tiered training roadmap that covers foundational Ads knowledge, deep-dive technical troubleshooting, and soft skills for high-stakes stakeholder management.
- New Hire Onboarding (NHT): Own the Zero to Hero journey. Ensure new recruits reach billable proficiency levels faster through immersive, simulation-based learning environments.
- Continuous Learning & Retraining: Identify knowledge gaps within the tenured team through quality audits and performance data. Design Delta Training modules for new product launches and policy updates.
- Stakeholder Partnership: Collaborate with the Troubleshooting Senior Manager and Product Specialists to align training content with real-world pain points seen in the queue.
- L&D Analytics: Define and track metrics for training effectiveness, such as Time to Proficiency, NHT Quality Scores, and the correlation between training interventions and performance metrics
- Mentorship: Lead and coach a team of technical trainers, helping them evolve from subject matter experts into world-class educators.
Key Skills
Digital Marketing and understanding of Ads Trouble shooting is desired. Expert-level knowledge of adult learning principles. The ability to pivot training materials within the prescribed time in response to a global product rollout.
Minimum Qualifications
- 12-18 years of total experience, with a heavy focus on Technical Training or Instructional Design within a global captive or Tier-1 BPO/Tech firm.
- Proven track record of managing training functions for teams of 50+ heads.
- Expertise in Learning Management Systems (LMS) and content authoring tools.
- Bachelor's or Master's degree in Human Resources, Education, Communications, or a technical field.
- Google Ads Certification: (Search, Display, Measurement, and Video).
- Data Literacy: Ability to use SQL or Data Studio to visualize the impact of training on operational KPIs.
- Understanding of the local talent landscape and cultural nuances in professional development
Certifications Required
Certified Professional in Learning and Performance (CPLP) or equivalent certification in learning and development.
