Manage the events for consistency and quality while dealing with the ambiguity of incorporating aha moments. Able to make adjustments on the fly within the tenets and spirit of the program.
Design and manage marketing processes, roster tracking, course evaluations, reporting and creation of presentation materials.
Own (or oversee) session logistics including room scheduling, participant meals, etc.
Promote feedback from participants and assist them in linking to follow-up activities to take advantage of the excitement generated by the events.
Stay in tune with the ever-changing world of Customer Service through meetings and interactions with Site, Operations, and Knowledge Management leadership for broad CS knowledge.
Act as a collaborator and consultant for facilitators at regional contact centers, as well as global colleagues.
Certify new program facilitators through train-the-trainer methodology.
Participate in and/or own instructional design.
Manage projects and processes as needed.