Descripción de la oferta
About UsPerk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time‐consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact.We're trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team.Visit www.perk.com to learn more.The MissionPerk is moving fast. With $1bn in transactions and a global footprint, our customer service ecosystem is the engine of our growth. We are seeking a strategic Head of Global Training to take ownership of operational excellence across our third‐party (BPO) contact center network. You will ensure that every agent, regardless of geography, embodies the Perk brand and possesses the technical mastery to navigate complex business travel.About the RoleYou will move beyond simple 'Train the Trainer' models to manage the entire lifecycle of BPO agent readiness. You will hold our vendors accountable for knowledge retention and training throughput.Training StrategyYou will oversee technical training on global distribution systems (GDS) and Perk's proprietary platforms, ensuring agents can navigate high‐pressure travel disruptions with speed.Standardization at ScaleCreate and own the "Perk Playbook." You will ensure that an agent in the Philippines and an agent in Barcelona receive identical core training, adapted for local nuance both customer and agent facing, but unified in quality.GDS & Tech MasteryOversee technical training on global distribution systems (GDS) and Perk's proprietary platforms, ensuring agents can navigate high‐pressure travel disruptions with speed.Data‐Driven LearningMove beyond 'completion rates.' You will measure training success via CSAT, First Contact Resolution (FCR), Handle time and error rates, iterating the curriculum based on real‐world performance data.Rapid DeploymentWhen Perk launches new features, updates processes or adds new guidance for agents, you will lead the rapid‐response training updates to ensure the global network is up to speed, quickly and with a good understanding.What You'll DoProven experience managing training functions specifically for outsourced vendor networks.Experience with GDS (Amadeus, Sabre, Travelport) or complex logistics / booking platforms is highly preferred.Experience managing teams across APAC, EMEA, and the Americas. You know how to adapt content for different learning cultures.Scale‐Up Mindset. You are comfortable building the plane while flying it. You don't need a legacy L&D department to get things done; you are scrappy, digital‐first, and agile.3‐5 years of experience leading training across large‐scale Customer Care teams.Demonstrated ability to build and develop high‐performing, customer‐centric teams.Excellent communication skills (verbal and written) in English.What we offerCompetitive compensation and equity ownership in Perk.Generous vacation allocation plus public holidays.Private healthcare or gym allowance for physical health.Life Insurance protection for loved ones.Annual Perk events, including our spectacular summer party.Spring Health wellbeing partner providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones.Flexible compensation plan to make your money go further.17 weeks' paid parental leave during your child's first year.16 paid volunteer hours per year to support charitable causes.Up to 20 "Work from Anywhere" days per year.In‐real‐life English, Spanish, and Catalan lessons to broaden your language skills.Four‐week, fully paid sabbatical once you reach 5 years.Relocation support to one of our hubs.How We WorkAt Perk, we take an IRL‐first approach to work, where our team works together in‐person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.For certain roles, we can help with relocation from anywhere in the world. English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and / or resume.Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We're an equal opportunity employer, which means you're welcome at Perk regardless of how you look, where you're from, or anything else that makes you, well, you.Protect Yourself from Recruitment ScamsAll official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security@perk.com, and we will confirm whether it is legitimate.#J-18808-Ljbffr
