Job Description

Deliver and guide professional, technical, tools, and process customer service training for CSS through classroom, online and virtual experiences. Manage breakout sessions, including setting expectations, presenting content, managing activities, and daily close. Guide AI tooling as part of the learning experience, including coaching in the flow of work and skills simulator. Provide feedback on the effectiveness and improvement of AI tools used in training. Introduce new hires to support onboarding and learning resources, guiding them through curriculum and role requirements. Provide real-time feedback and assist with iterative program design improvements. Coach and track employees through online learning, enabling peer-to-peer and SME coaching. Report on KPIs and metrics, providing analytics to support program evaluation and improvement. Manage feedback surveys, provide insights by cohort and program, and support scorecard reporting. Improve service quality and ensure training programs are current and aligned with learner needs. Facilitate training sessions (virtual and in-person) for diverse learner groups. Manage onboarding programs and maintain learning management systems. Conduct needs analysis and design instructional content. Collaborate with cross-functional teams and subject matter experts to deliver training. Monitor and report on KPIs, recommending program improvements. Provide coaching and mentoring to learners. Support technical training and customer service excellence initiatives. Ensure training aligns with adult learning principles and best practices. Handle multiple projects and meet deadlines in a complex environment. Bachelor's Degree AND 2+ years experience in training, education, information technology (IT), cloud systems, datacenter environments, server environments, or computer technologies OR equivalent experience. Proven experience in training facilitation, preferably in a corporate or technical environment. Strong understanding of professional skills development and customer service excellence. Excellent communication and presentation skills. Ability to manage virtual training environments and breakout sessions effectively. Experience with onboarding programs and learning management systems. Analytical skills to report on KPIs and contribute to program enhancements. Ability to collaborate with cross-functional teams and subject matter experts. Experience working with diverse learner groups, including interns and university hires. Demonstrated coaching and mentoring skills. Strong knowledge of adult learning theories, interactive training, instructor-led training, self-paced instruction, evaluation methods, and performance support systems. Proven experience in needs analysis, instructional design, content development, and learning technologies. Ability to deal with ambiguity and complex, matrixed environments with minimal oversight. Demonstrated ability to prioritize, organize, and manage multiple projects to meet deadlines. Collaborative approach, able to work well with trainers, instructional designers, vendors, program managers, and business stakeholders. Excellent analytical skills and experience in identifying improvement opportunities, generating ideas, and implementing solutions.

Skills Required