GM-Learning & Development Full Time NEW

GM – Learning and Development

Digital Marketing & Ads Troubleshooting

Role Overview

13+ years in Learning & Development (L&D) or Technical Training, with at least 5 years in a leadership capacity within the AdTech or SaaS space.

As the GM / DGM – Learning and Development, you will be the architect of knowledge for our Ads Troubleshooting division in Gurgaon. This is a high-stakes leadership role designed for a “teacher-leader” who will lead a team of trainers responsible for the end-to-end lifecycle of learning—from onboarding fresh talent to “up-skilling” seasoned troubleshooters on complex topics

Key Responsibilities

• Strategy & Curriculum Design: Develop a multi-tiered training roadmap that covers foundational Ads knowledge, deep-dive technical troubleshooting, and “soft skills” for high-stakes stakeholder management.
• New Hire Onboarding (NHT): Own the “Zero to Hero” journey. Ensure new recruits reach billable proficiency levels faster through immersive, simulation-based learning environments.
• Continuous Learning & Retraining: Identify knowledge gaps within the tenured team through quality audits and performance data. Design “Delta Training” modules for new product launches and policy updates.
• Stakeholder Partnership: Collaborate with the Troubleshooting Senior Manager and Product Specialists to align training content with real-world “pain points” seen in the queue.
• L&D Analytics: Define and track metrics for training effectiveness, such as Time to Proficiency, NHT Quality Scores, and the correlation between training interventions and performance metrics
• Mentorship: Lead and coach a team of technical trainers, helping them evolve from subject matter experts into world-class educators.

Key Skills

Digital Marketing and understanding of Ads Trouble shooting is desired. Expert-level knowledge of adult learning principles. The ability to pivot training materials within the prescribed time in response to a global product rollout.

Minimum Qualifications

• 12-18 years of total experience, with a heavy focus on Technical Training or Instructional Design within a global captive or Tier-1 BPO/Tech firm.
• Proven track record of managing training functions for teams of 50+ heads.
• Expertise in Learning Management Systems (LMS) and content authoring tools.
• Bachelor’s or Master’s degree in Human Resources, Education, Communications, or a technical field.
• Google Ads Certification: (Search, Display, Measurement, and Video).
• Data Literacy: Ability to use SQL or Data Studio to visualize the impact of training on operational KPIs.
• Understanding of the local talent landscape and cultural nuances in professional development

Certifications Required

Certified Professional in Learning and Performance (CPLP) or equivalent certification in learning and development.