Operational Trainer
Location: Primarily on-site, with flexibility for remote work as needed based on operational requirements and performance.
Employment Type: Full-Time
The Trainer delivers engaging, effective learning experiences that prepare employees for success in their roles. This includes onboarding, upskilling, and cross-training across programs and departments. Trainers ensure curriculum fidelity, learner readiness, and performance alignment, while partnering with Operations, QA, and Workforce to support ramp and nesting strategies.
Key Responsibilities:
- Facilitate new hire onboarding, program-specific training, and refresher sessions
- Deliver curriculum using approved materials, tools, and instructional techniques
- Monitor learner engagement, performance, and readiness throughout training
- Provide coaching, feedback, and support during nesting and transition phases
- Document attendance, assessments, and training outcomes accurately
- Collaborate with QA and Operations to align training with performance gaps
- Support curriculum updates, pilot launches, and cross-training initiatives
- Maintain a professional, inclusive, and learner-centered training environment
- Uphold confidentiality and compliance with training documentation standards
Core Competencies
- Competency
- Behavioral Expectations
- Communicates Effectively
- Delivers content clearly and adapts to learner needs
- Develops Talent
- Coaches learners and supports performance readiness
- Plans and Aligns
- Prepares sessions that meet program goals and ramp timelines
- Collaborates
- Partners with QA, Ops, and Workforce to support learner success
- Instills Trust
- Maintains confidentiality and professionalism in all interactions
- Facilitation Skills & Adult Learning Principles
- Communicates Effectively
- Coaching for Performance & Readiness
- Develops Talent
- Training Planning & Session Management
- Plans and aligns
- Data Storytelling & Schedule Presentation
- Communicates Effectively
- Intraday Management & Real-Time Adjustment
- Manages Complexity