Training Manager

About Appen

Appen is a leader in AI enablement for critical tasks such as model improvement, supervision, and evaluation. To do this we leverage our global crowd of over one million skilled contractors, speaking over 180 languages and dialects, representing 130 countries. In addition, we utilize the industry's most advanced AI-assisted data annotation platform to collect and label various types of data like images, text, speech, audio, and video.

Our data is crucial for building and continuously improving the world's most innovative artificial intelligence systems and Appen is already trusted by the world's largest technology companies. Now with the explosion of interest in generative AI, Appen is helping leaders in automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products.

At Appen, we are purpose driven. Our fundamental role in AI is to ensure all models are helpful, honest, and harmless, so we firmly believe in unlocking the power of AI to build a better world. We have a learn-it-all culture that values perspective, growth, and innovation. We are customer-obsessed, action-oriented, and celebrate winning together.

At Appen, we are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer that does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Training Manager is responsible for developing the training curriculum for a team of data annotators who are WFH employees primarily working on LLM projects. The Training Manager oversees a team of trainers and monitors the efficacy of training programs in preparing data annotators to delivery high Quality to projects. The Training Manager attends client meetings and reports on training performance KPIs. The Project Manager works collaboratively with Client Delivery and with our Client to ensure the training program achieves desired Quality performance outcomes.

Responsibilities Include:

* Partner with operational leaders to develop the training curriculum for WFH FTE contributors.

* Lead a team of trainers responsible for successfully delivering training to WFH FTE contributors across the globe.

* Provide an overview of performance of Training team on bi-weekly basis.

* Oversee performance of the trainers, performance of new hire on-boarding, and reporting to client Training Team.

* Develop proactive training strategies to improve quality metrics of the agents.

* Perform root cause analysis of the accuracy of new hire performance during the on-boarding process.

* Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy.

* Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner.

* Conduct monthly class observations of the trainers, each trainer should have three (3) quarterly observations.

* Discuss/review with client trainers on class observation process Ensure adherence of Training Team Key Performance Indicators.

* Attend all Train the Trainers and training related meetings with client training team.

* Attend and participate on Global Quality Calibration Session (client meeting).

* Attend Weekly Business Reviews, and Monthly Business Reviews.

* Support the planning, scheduling, and coordination of all required training for their sites.

* Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.

* Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology.

* Ensure complete, accurate and timely data collection and communication by trainers.

* Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans.

* Monitor new hire knowledge before and after training to help determine follow-up training required.

Qualifications

* 4+ years of experience in a training leadership role in an Operations environment, previous minimum of 3+ years of experience in a training delivery role, preferably in an international environment.

* Good knowledge of Quality/Process Improvement techniques.

* High level of energy, drive, enthusiasm, initiative, and commitment.

* Excellent communication, consulting, influencing and interpersonal skills..

* Proven track record of collaborating with cross-functional groups to produce results.

* Passion for ensuring a world class support experience for our community Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams. 

Appen is the global leader in data for the AI Lifecycle with more than 25 years’ experience in data sourcing, annotation, and model evaluation. Through our expertise, platform, and global crowd, we enable organizations to launch the world’s most innovative artificial intelligence products with speed and at scale. Appen maintains the industry’s most advanced AI-assisted data annotation platform and boasts a global crowd of more than 1 million contributors worldwide, speaking more than 235 languages. Our products and services make Appen a trusted partner to leaders in technology, automotive, finance, retail, healthcare, and government. Appen has customers and offices globally.