Associate II, Training

Job Description

Responsibilities:

• Design, develop, and facilitate onboarding, readiness, and upskilling programs for new and existing associates.
• Conduct needs assessments and partner with stakeholders to identify performance gaps and design learning, coaching, and performance support solutions aligned to business objectives.
• Create and maintain training materials, job aids, knowledge resources, facilitator guides, and eLearning content.
• Evaluate learning effectiveness and recommend improvements based on performance data, learner feedback, and business outcomes.
• Leverage learning technologies and AI-enabled tools to enhance content development, learner engagement, and training effectiveness.
• Identify and implement innovative learning approaches that support a distributed workforce.
• Document training strategies, findings, and recommendations to ensure solutions are scalable, repeatable, and sustainable.

Knowledge, Skills, Attributes:

• Knowledge of adult learning principles and effective coaching, facilitation, and performance development practices.
• Strong facilitation and presentation skills in virtual, in-person, and blended learning environments.
• Ability to consult with leaders and translate business needs into effective learning solutions.
• Strong analytical, problem-solving, and critical-thinking skills.
• Experience developing partnerships with cross-functional stakeholders and subject matter experts.
• Familiarity with AI-enabled learning, content development, or knowledge management tools.
• Strong written and verbal communication skills.
• Organized and detail-oriented with the ability to manage multiple assignments simultaneously.
• Adaptable and collaborative with a proactive approach to shifting priorities.

Requirements:

• Bachelor's degree or equivalent professional experience.
• 3–5 years of experience in learning and development, training, instructional design, performance readiness, or a related field.
• Experience designing learning, onboarding, coaching, or performance improvement solutions using adult learning principles.
• Experience developing and facilitating instructor-led, virtual, blended, or self-paced learning.
• Proficiency in Microsoft 365 (Teams, SharePoint, PowerPoint, and Word).
• Experience with Articulate 360 or similar authoring tools preferred.
• Experience supporting contact center, operations, claims, or financial services environments preferred.
• Exposure to Microsoft Power Platform (Power Apps, Power Automate, Power BI) or similar workflow automation and business process improvement tools preferred.
• Experience with AI-powered learning or content development tools preferred.
• Willingness to travel overnight up to 10%.