Global Training Manager (w/m/d) - Customer Care

At IONOS you work with different teams in partnership with the leading European provider of cloud infrastructure, cloud services and hosting services. We offer you a perspective in one of the most future-proof industries. Open work structures, duz culture and flat hierarchies with incomparable team spirit characterize us. We are firmly convinced that job and fun are compatible and offer you the appropriate environment. With constant growth, we are always looking for new colleagues. Be part of IONOS and let us grow together. Are you an experienced training manager who wants to promote customer service excellence in global teams and partner networks? We are looking for a global training manager for customer service that can transform our training function from local initiatives to a centralized, scalable and customer-oriented model. In this important role, you will develop a uniform training framework that improves service quality, ensures consistency in all markets and accelerates the time to professional competence for our internal teams and external partners. As head of a global team of customer service trainers, you will work closely with regional teams and partner organisations to develop effective and standardized learning experiences. If necessary, you will also be directly involved in the implementation and deployment to ensure that our goals are achieved. Tasks Customer service training management: Develop and implement a global training strategy tailored to customer service teams in all regions and partner networks. Standardization across channels: Create a consistent training framework that improves service quality and customer satisfaction across all internal teams and outsourced partners. E-learning implementation: Build and manage a scalable digital learning platform focusing on customer service excellence by using artificial intelligence and data-driven insights. Partner enablement and certification: Develop and manage training programs, certifications and onboarding programs for partner organisations to ensure consistent customer service standards. Global Team Management: Lead and support a team of 15 customer service trainers worldwide by promoting engagement, responsibility and performance and balancing strategic leadership with hands-on deployment in important initiatives. Change Management: Guide structured initiatives to move from local training efforts to a centralised model by promoting global acceptance and cultural orientation. KPI-based results: Define and monitor metrics associated with customer satisfaction, training effectiveness, partner performance and operational efficiency. Stakeholder and Partner-Liaison: Work with internal stakeholders (HR, Ops, Brand) and external partners to align training content, expectations and reporting. Exchange of knowledge and best practices: Promote cooperation across regions and continuously improve training content and methods. Qualifications 5+ years of experience in global training management, preferably in customer service or service-oriented environments. Strong experience in designing guidance and modern learning technologies, including LMS and e-learning platforms. Proven experience in working with external partners, including training, certification and relationship management. Proven ability to promote change and implement training transformation projects across several regions. Hands-on-Leader, who feels comfortable to balance strategy with execution, especially in fast, changing environments. Experience in managing globally distributed teams and trainers. Strong analytical and project management capabilities with a result-oriented approach. Excellent communication skills and the ability to work across cultures and business units. flowing English; Other languages are a plus. Benefits Hybrid working model with home office possibility. Flexible working hours through confidence work time. At some locations a licensed canteen and various free drinks. Modern office space with very good transport connection. Various employee discounts for activities and products. Employee events such as summer and winter parties, as well as workshops. Numerous training and development opportunities. Various health services, such as sports and health courses. About IONOS IONOS is the leading European digitalisation partner for small and medium-sized enterprises (SMEs). IONOS has more than six million customers and is active with a globally available platform in 18 markets in Europe and North America. With its Web Presence & Productivity offerings, the company acts as a “one-stop shop” for all digitization needs - from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, IONOS offers cloud solutions for companies that want to switch to the cloud during the further development of their business. We value diversity and welcome all applications - regardless of gender, nationality, ethnic and social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or another non-respected criterion according to applicable law.

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