{"id":317202,"url":"https://alion.io/job/side-global-coaching-lead-learning-development","title":"Global Coaching Lead (Learning & Development)","company":{"id":4302,"name":"Side","domain":"side.com","url":"https://alion.io/company/side","size_band":"501-1000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":97,"open_postings":64,"ghost_share":0,"stale_share":0.109,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-09-24T05:45:00Z"}},"role":"HR","role_family":"HR","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":71000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":428},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Post-training","optional":false}],"status":"live","first_seen_at":"2026-08-05T00:00:00Z","employer_posted_date":"2026-08-05","last_verified_at":"2026-09-24T21:57:12Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":50},"description":"As part of SIDE's Global Player Support organization, the Global Coaching Lead is responsible for leading the strategy, execution, and continuous improvement of coaching programs that enhance agent performance, Team Leader capability, and overall operational excellence across global Player Support teams.\nWorking closely with Operations, Quality, Learning & Development, Workforce Management, and Client stakeholders, you will ensure coaching initiatives are aligned with business objectives, quality standards, and player experience goals.\nThe ideal candidate brings strong coaching experience within Player Support, Customer Experience, BPO, or the gaming industry, with a passion for developing people, using performance insights to drive improvement, and building a coaching culture across global teams.\nWhat You'll Be Doing\nCoaching Strategy & Delivery\nLead the design, implementation, and continuous improvement of coaching frameworks across multiple programs. \nDevelop coaching playbooks, coaching guides, scorecards, feedback templates, and best practices. \nStandardize coaching methodologies to ensure consistency across global locations. \nEnsure coaching initiatives align with operational KPIs, quality expectations, client requirements, and player experience objectives. \nDrive coaching governance and continuously improve coaching processes using operational insights and performance data. \nSupport coaching readiness during new client implementations, process transitions, and operational changes.\nTeam Leader Coaching & Capability Development\nCoach, mentor, and develop Team Leaders to improve their coaching effectiveness. \nDeliver Train-the-Coach sessions across global teams. \nObserve coaching sessions and provide structured feedback to improve coaching quality. \nImplement coaching calibration sessions to ensure consistency across sites. \nIdentify coaching capability gaps and partner with Operations, QA, and L&D to implement targeted development plans. \nSupport performance improvement initiatives through structured coaching interventions.\nNew Hire & Operational Readiness\nDefine and continuously improve Grad Week and post-training coaching frameworks. \nPartner with L&D and Operations to ensure smooth transition from classroom training to production. \nProvide structured coaching during shadowing and nesting activities. \nIdentify early performance risks and implement targeted coaching plans. \nReinforce quality standards, customer experience principles, and operational processes. \nSupport continuous improvement of onboarding, certification, and readiness programs.\nPerformance & Continuous Improvement\nAnalyse coaching data to identify trends, risks, and improvement opportunities. \nMeasure coaching effectiveness using QA scores, CSAT, DSAT, productivity, operational KPIs, and coaching outcomes. \nTranslate operational insights into actionable coaching initiatives. \nBuild dashboards and reports that demonstrate coaching impact. \nPartner with Business Intelligence and QA teams to improve coaching reporting and analytics. \nDrive continuous improvement through innovative coaching methodologies and scalable coaching solutions.\nRequirements\nWhat You'll Bring\n4-6 years of experience within Player Support, Customer Experience, Customer Support, BPO, or similar operational environments.\n2-3 years of hands-on coaching experience, developing frontline agents and Team Leaders.\nExperience within the gaming industry or supporting gaming clients is highly preferred\nStrong understanding of coaching methodologies, adult learning principles, quality frameworks, and operational performance management.\nExperience using Microsoft Office Suite, coaching trackers, reporting tools, and knowledge management platforms.\nStrong stakeholder management skills with the ability to influence leaders across Operations, Quality, Learning & Development, and Client teams.\nPreferred Qualifications\nProfessional certifications in Coaching, Learning & Development, Leadership Development, or Performance Coaching is an advantage.\nExperience supporting multiple global sites or distributed teams.\nExposure to coaching analytics and performance reporting.","description_format":"text","description_chars":4169,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Services","Real Estate","Real Estate Brokerage"],"lifecycle":[{"event":"open","at":"2026-09-05T16:16:46Z"}],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.713,"p_room":0.55,"age_days":50,"expected_fill_days":43,"reasons":["conf:0","velocity","win:tail"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/side-global-coaching-lead-learning-development","json_url":"https://alion.io/job/side-global-coaching-lead-learning-development.json","meta":{"generated_at":"2026-09-25T02:42:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2889,"day_limit":5000,"remaining_today":2111,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}