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Director, Coaching and Training - Service Management

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πŸ‡ΊπŸ‡Έ Fremont, CA

General Purpose: The Director, Coaching and Training – Service Management will be responsible to drive the development and execution of Corsair’s coaching and training service delivery (coach discovery, lesson order management and coaching quality delivery) including customer success across:

  • DIY
  • Gaming
  • Streaming

Position Summary, Responsibilities and Expectations:

  • Service Management:
    • Organize existing coaching and training (Gamer Sensei, ProGuides and Pipeline) and rapidly build upon those partnerships to build out capabilities.
    • Create and lead implementation plan for coaching and training delivery, addressing resource needs, timing, and risks
      • Hiring
      • Training
      • Scheduling
      • Quality Assurance
    • Identify and address any process design gaps with product management
    • Map out people, process, and technology requirements for seamless execution of short/long-term initiatives
    • Obtain buy-ins from all stakeholders and drive vision into action and results
    • Own relationships with existing and potential third-party products/services partners to collaborate on offers
    • Build reporting, dashboards, and visualizations, monitor and understand performance along key KPIs
  • Report to VP, Software & Services

Essential Skills and Experience:

  • 5-7 years of relevant experience:
    • 4-6+ years of experience building consumer facing delivery platforms, preferably in online gaming / streaming / education
    • Demonstrated ability to attract and build community and engagement through content delivery
    • Deep understanding of software and service management with strong orientation on customers
    • Proven success managing people and projects, working across teams, and driving performance in a cross-functional environment
  • Undergraduate degree and MBA or equivalent experience.
  • Leadership Skills:
    • Track record on building business plans and executing them
    • Ability to identify, prioritize critical vs important impact initiatives:
      • Strong analytical deduction and diagnostic ability to find and solve problems
      • Demonstrated strong business judgment and decision making skills
    • Proven success managing people and projects, working across teams, and driving performance in a cross-functional environment
  • General Skills:
    • Experience leveraging web analytics
    • Team player with strong interpersonal skills. Ability to build relationships of trust and manage professionals in both direct and indirect reporting capacities.
    • Detail orientation required. Ability to quickly identify issues and develop a recommended plan of action to address.
    • Self-starter with the ability to streamline executive decision making and effectively manage concurrent projects and teams.
    • Strong communication skills:
      • Deliver content feedback and articulate implementable strategies to make coaching and training content and services better
      • Presentation and interpersonal skills with the ability to communicate complex concepts clearly and persuasively across audiences at varying levels of the organization