Customer Experience Training Facilitator

Role Overview

• Deliver effective training sessions, including; new hire onboarding, follow up, reinforcement, reoccurring, and leadership training
• Develop training programs and explore new and experimental methodologies to enhance their effectiveness.
• Identify and assess the training needs of the organization by collaborating and participating in business reviews
• Collaborate regularly with Product Managers, Engineering, and other internal teams, as well as external partners, to gain and provide insights on agent-facing training topics.
• Select and manage resources for developing and delivering curricula.
• Facilitate regular communication and collaboration sessions both internally and externally with trainers, team leads, and staff across departments to ensure alignment with key processes and organizational goals.
• Regularly monitor, evaluate and report on training program effectiveness, success and ROI
• KPIs (CSAT, QA, Productivity)
• Regularly monitor, evaluate and report on Vendor Partner Trainers’ effectiveness, success and ROI
• KPIs (Assessment Scores, graduation rate, first 30-day CSAT).
• Regularly analyze overall performance data, including metrics and skill opportunities, to provide insights and highlight areas for targeted training recommendations and solutions to ensure continuous improvement and strategic alignment.
• Responsible for observing Vendor Partner Sites' training sessions and providing coaching and development to ensure their performance meets Instacart standards, focusing on facilitation skills and training effectiveness.
• Assess and evaluate facilitators by providing written evaluations with recommendations for improvement.
• Coordinate and implement Vendor Partner Trainer and Master Training Certification programs
• Identify, curate, and update training curricula in anticipation of, or rapid response to operational needs on an ongoing basis
• Continuously identify, curate, and update training curricula to proactively address or swiftly respond to operational needs.
• Drive brand values and philosophy through all training and development activities
• Effectively communicate with leadership, trainers, managers, and stakeholders across the organization and partner networks.
• Regularly provide project updates to managers and stakeholders involved in training and development initiatives.
• Perform monthly agent cohort duties (phone, email and chat tickets) maintaining real-time engagement and ensuring continuous learning
• Continuously improve and stay up to date on facilitation skills and professional development to ensure the highest quality of training delivery and maintain adaptability
• Identify additional responsibilities that will contribute to the overall success of the organization
• Occasional domestic and/or international travel may be required

Requirements

• 4+ years experience in corporate level Training & Development or equivalent subject matter expertise
• Bachelor’s degree or equivalent (4+ years’ experience in facilitation and/or developing training programs) or equivalent subject matter expertise
• Knowledge of Adult Learning Principles
• Public speaking skills – comfortable speaking to a large group in-person or via web conference
• Strong knowledge of written English with excellent verbal communication skills
• Experience producing training, utilizing one or more specialized delivery modes such as Web or audio
• Prior experience with eLearning software and curriculum development
• Strong time management and organization skills
• The ability to work well independently as well as part of a team
• The ability to learn new technical and business concepts quickly
• Proficient in MS Word, Excel, and PowerPoint or equivalent Google programs as well as other computer based programs and learning management systems
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment
• Ability to express ideas in clear and concise manner
• Ability to think tactically and identify significant success factors
• Ability to work in a high energy, fast paced environment

Benefits

• Health insurance
• Flexible work arrangements
• Professional development
• Bonuses
• Stock options