You can present complex information to a variety of audiences
You adapt quickly to change and shifting priorities
You approach challenges with a solutions-driven mindset
You thrive both working independently and collaborating with a team
What You’ll Do
Independently create and develop training materials, retention exercises, and learning activities
Partner with stakeholders and subject matter experts (SMEs) to build training programs and calendars, and clearly communicate training expectations to trainees
Help new hires get up to speed on the business and successfully complete onboarding
Facilitate training workshops and activities across the department, including ongoing training as team members advance in their roles
Create a supportive learning environment by offering timely feedback and modeling a growth-oriented coaching approach
Track trainee progress using lesson completion data, assessments, and report cards, and clearly document training outcomes and observations
Regularly evaluate training programs and materials against business and process changes, using performance data to identify gaps before they turn into a backlog of training needs
Stay current on support process updates and common areas of confusion surfaced through audit and QA to inform new and updated training content
Recommend training improvements based on QA scores, feedback, and observations from training sessions
Keep managers and leads informed on training progress, outcomes, and individual trainee performance
Review training materials in development and provide feedback to fellow training specialists
Train and mentor other training specialists in facilitation and learning and development best practices
Own and report on success metrics across all training programs, both new hire and ongoing (such as completion rate, assessment pass rate, post-training QA score, and time to proficiency), diagnosing the root causes of any dips and turning findings into concrete recommendations for content or delivery
What You’ll Bring
5+ years of experience in training, learning and development, or a related role
Proven experience creating training materials, retention exercises, and learning activities
Strong knowledge of adult learning principles and how to engage learners in a variety of ways
Proven experience facilitating training workshops and activities
A track record of working with complex processes and subjects that require critical thinking
Project management experience, with the ability to take a project from idea to implementation
Experience working with a learning management system (LMS)
Experience mentoring and coaching peers, and a desire to grow as a leader
Bonus: experience training in a customer support, operations, or e-commerce environment
