Senior Training Specialist

Job DescriptionA bit about this role:You will independently develop and deliver learning programs, materials, and resources that enable frontline staff to provide strong care and service to members.You will own complex training end-to-end and acts as a project leader, partnering directly with operational and technical stakeholders.You will support ongoing education on products, workflows, and services so call center agents (Guides) have the knowledge and tools to succeed.You will provide a "One Team" learning framework, equipping Guides to assist wherever needed, as well as provide scheduled and on-demand coaching and self-development tools grounded in core competencies. Responsibilities and Impact will include:Analysis: Use data, observation, and interaction to proactively identify learning needs, defining gaps, instructional goals, success metrics, and objectives while collaborating across levels and teams.Design: Independently translate analysis findings into focused learning solutions—creating measurable objectives, instructional strategies, assessments, and content sequencing.Design (AI-era): Independently design soft-skill and competency-based curriculum, leverage AI tools and workflows, and determine delivery formats and needed resources.Development: Direct and manage the creation of learning materials across multiple modalities, incorporating feedback through established review and approval processes.Development (synthesis): Apply expertise to combine all elements into cohesive, accurate final learning experiences.Implementation: Complete all logistical tasks, deliver instructor-led materials confidently and accurately, and upload/assign accurate e-learning modules that meet learning objectives.Evaluation: Determine whether training met its goals and identify improvements, measuring impact via Kirkpatrick's Four Levels using relevant multi-source data.Required skills and experience:Experience designing and delivering AI-era instructional training (using AI tools and workflows) as well as soft-skill and competency-based curriculums.5+ years in learning design and facilitation across multiple modalities, with demonstrated innovation and successful "outside the box" learning solutions.3+ years independently managing full lifecycle instructional design and delivery projects—from conceptualization through delivery and evaluation—with minimal supervision.Strong emotional intelligence and interpersonal skills, adapting to varied personalities and building productive relationships across levels and teams.Self-motivated change champion who continually adds value and is open to accepting and applying feedback from peers, leaders, and stakeholders.Salary: $58,000 - $82,000 / yearThe pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensati...