Job Title:  

Partner, Training and Development: Upskilling and Enablement 

In this exciting position, you will play a key role in creating, executing, supporting, and guiding all training initiatives that impact the different facets of our client’s organization. Your contributions will be invaluable in ensuring their front-line customer service teams are well-informed and performing at their absolute best.

This is a fantastic opportunity to build meaningful virtual relationships while creating and evaluating on-site training programs and performance for each value brand, collaborating closely with field and operations teams on behalf of the client.

You’ll have the opportunity to analyze training trends and spend ample time engaging with the on-site training leadership team to develop strategies that enhance training performance. Additionally, you’ll be responsible for creating dynamic train-the-trainer session videos and presentations, uploading and updating training materials, and responding to, drafting, and addressing emails from internal and external partners.

Your role is crucial to the client’s daily training execution operations. You help ensure that their users have access to the most relevant and up-to-date training content and materials precisely when they need it. This includes observing training sessions, reviewing training content and materials, resources, facilitator guides, train-the-trainer materials and videos, job aids, manuals, training flashes, and huddle content.

What You'll Need (Most Important):

• A creative and experiential approach to delivering content and processes that enhance the training experience within the client’s organization.
• Skills to assess functional job tasks, including setting and achieving daily operational goals.
• Expertise in training the trainer to align the curriculum with the client’s high standards.
• A passion for driving training performance and developing effective training strategies for our partners.
• Experience conducting training observations and providing feedback to ensure alignment with the client’s customer experience.
• A collaborative spirit to work with the training leadership team in shaping and executing training strategies that maximize performance.
• A talent for nurturing and growing partner relationships.
• At least two years of experience across various technology platforms, such as Adobe Experience.
• Excellent verbal and written communication skills.
• Effective planning, time management, multitasking, and organizational ability.
• Experience supporting products and customers.
• Experience working in fast-paced and challenging environments.
• Ability to provide, receive, and implement feedback from DRIs.
• Proficient written and verbal English skills: Must achieve over 80% on the Level 3 English standards test.
• Strong prioritization skills to navigate tasks efficiently and correctly.
• Strong focus on attention to detail and ability to work independently on tasks and with a group.

What Additional Skills Are Required:

• A Bachelor’s degree or four or more years of relevant work experience.
• Three or more years of experience in a related field.
• Two or more years in a customer-facing role like sales, customer service, or retail.
• Open to working a rotating schedule (shifts) that may include nights, weekends, and holidays, as needed.
• Demonstrated self-discipline, resourcefulness, and the ability to contribute constructively in a remote team environment.
• Experience in analyzing data to create recommendations that drive positive results.
• Background in a call center environment.
• Two or more years in a training and/or quality-focused role.
• Experience with engaging mobile and/or prepaid programs.
• A track record of success in a remote or virtual work environment.
• Proficiency in Google’s G-Suite (e.g., Docs, Sheets) and Microsoft Office Suite (e.g., Word, Excel).
• A solid background in facilitating training initiatives and effectively communicating with leadership in writing.

If you feel that this role aligns with your skills and aspirations, we warmly encourage you to apply, even if you don’t meet every qualification mentioned above. 

Where You'll Be Working: 

This is an in-office position during 8 am-5 pm EST.