Job Description

The Training Lead is a strategic learning partner responsible for delivering high-impact training experiences and developing best-in-class learning programs. This role combines expert facilitation skills with strong instructional design capabilities to support new hire onboarding, continuous development, and performance improvement across teams. This role leads the design and delivery of learner-centered programs aligned to business objectives, using data-driven insights and proven learning methodologies. They also collaborate with cross-functional stakeholders to identify skill gaps, recommend targeted interventions, and help drive operational excellence.

• Deliver engaging, inclusive training sessions across onboarding, upskilling, and refresher programs using best practices in adult learning and facilitation.
• Design and develop training materials (e.g., guides, decks, videos, eLearning) using structured to enhance knowledge retention and application.
• Conduct needs assessments and performance analysis in collaboration with leaders to identify gaps and recommend targeted training solutions.
• Maintain and update all training documentation, including SOPs, job aids, and process maps, ensuring accessibility and version control.
• Collaborate with internal teams on UAT testing, tool rollouts, and process changes by providing feedback and enabling just-in-time training.
• Evaluate training effectiveness using feedback, assessments, and key performance indicators; iterate programs based on learner and business input.
• Mentor facilitators and model best practices in training delivery and learner engagement.
• Support operations during high-volume periods by assisting with escalated calls and integrating real-time insights into training improvements.
• Promote a culture of learning that is inclusive, performance-focused, and aligned with company values.
• Contribute to other strategic initiatives and department-wide projects as assigned.

Qualifications

Education & Experience

• Bachelor’s degree in Instructional Design, Education, Business, or related field preferred
• 3–5 years of experience in training, instructional design, or learning and development.
• Professional certification in instructional design or training (e.g., CISP) preferred.

Skills & Abilities

Facilitation & Communication

• Exceptional facilitation skills with the ability to lead dynamic, learner-centered sessions across in-person, virtual, and hybrid environments.
• Clear, engaging communicator with strong verbal and written communication skills.

Instructional Design & Learning Science

• Deep understanding of adult learning theory, instructional frameworks (ADDIE, Bloom’s), and learner engagement strategies.
• Demonstrated experience designing inclusive, effective learning content.

Client Service & Relationship Management

• Builds trust and rapport with internal and external stakeholders.
• Maintains professionalism and a client-focused mindset in all interactions.

Critical Thinking & Problem Solving

• Applies sound judgment, analytical thinking, and creative solutions to training challenges.
• Manages competing priorities in fast-paced environments.

Organization & Reliability

• Highly organized, dependable, and detail-oriented with excellent time management skills.
• Follows through on commitments and adapts well under pressure.

Technical Proficiency

• Proficient in Microsoft Office Suite (Excel, PowerPoint, Outlook, etc.).
• Skilled in content creation tools such as Articulate Rise/Storyline, Camtasia, and Canva.
• Working knowledge of Salesforce, Service Cloud, and InContact preferred.

Collaboration & Teamwork

• Contributes to a positive, high-performing team culture.
• Mentors peers and supports knowledge sharing across teams.

Continuous Learning & Innovation

• Proactively explores new training methods, technologies, and tools to enhance learning experiences.
• Demonstrates adaptability in evolving training environments.

Industry & Platform Knowledge

• Familiarity with trust accounting systems is a plus.
• Bilingual language proficiency preferred.

Additional Requirements

• Primarily computer-based role; may require extended periods of screen time.
• Occasional lifting of training materials up to 25 lbs.
• Flexibility to work overtime during program launches or peak periods.

Join Us!

Pay Range

$25.25/hr-$30.75/hr

Compensation & Benefits