Training Specialist - Customer Experience

PosiGen is searching for a Sr. Training Specialist/Training Specialist responsible for developing, delivering, scheduling, and program managing role-focused curricula for PosiGen’s Customer Care and Collections department; on company products, service requests, operations processes and procedures, customer management & engagement, dispute resolution, software, leadership development, manager training, and other related topic areas. This role requires vision and execution chops. Many have one or the other, we need both. This requires gaining a deep understanding of business processes & system workflows, managing stakeholder expectations, expert communications, with an eye on quality, and fiscal awareness. This position is highly visible with exposure to PosiGen’s entire business and Channel Partner network. It will require significant multi-tasking and willingness to take on various learning, development, training, and support responsibilities. This position will report to the Sr. Manager/Manager, Learning & Development. 

Responsibilities

• Runs weekly webinars, in-person training and spends the majority of time physically working with and coaching teams. 
• Consults with Sr. Manager/Manager, Learning and Development, and supports PosiGen business leaders to ensure appropriate learning and development needs are being met. 
• Collaborates with PosiGen Customer Experience leadership and stakeholders on overall L&D initiatives, training plans, strategies, and alignments to ensure full adoption of training programs, educational initiatives and track progress. 
• Discovers and aids in designing eLearning and training content, tools, and assessments for knowledge transfer and ongoing development. 
• Performs individual coaching sessions or on-site visits to evaluate and guide processes.
• Analyze data to identify the problem(s) and develop solutions. 
• Drives adoption and full utilization of program tools, incentives, and initiatives. 
• Creates and follows service-level agreements with leadership teams from various departments. 
• Sets performance goals, measures results, and reports metrics via SFDC, Tableau, Looker, etc. 
• Creates training objectives and metrics to assess if objectives are met. 
• Effectively manages own deadlines and completes multiple projects. 
• Showcases our Customer Care, Dispute Resolution, and Collections processes and can transfer that knowledge to the appropriate audience. 

Minimum Requirements 

• Bachelor’s Degree in Business, Training, Organizational Development, or similar disciplines is preferred 
• 4 years of experience in customer service, learning and development, organizational development, or customer experience. 
• Proven ability to facilitate virtual and live instructor-led sales training (on products, processes, or skills-related training topics) using Zoom, MS Teams, or Google Meet platforms 
• Personality, confidence, and polish to engage upstream with executives, downstream with the individual contributors, and across business units with Legal, Marketing, Product, Dealer Support Desk, Project Coordinators, Business Development Sales Teams, and other groups within the company. Requires the ability to influence and gain acceptance from others on L&D matters and training initiatives 
• Someone who blends technical aptitude with business savvy and has successfully managed complex projects from start to finish. 
• Experience with Customer Experience training and L&D initiatives.
• Ability to understand data and reporting to develop a focused-based curriculum to drive measurable results. 
• Solid computer skills, including MS Office, Google Suite, and preferably some CRM experience, including creating and running reports. 
• SFDC experience preferred. 

Preferred Qualifications 

• Bachelor's degree preferred 
• Bilingual Spanish (conversational, business, written) preferred 

Additional Knowledge, Skills, and Abilities 

• The ability to think strategically; is grounded in the tactical execution of the vision. 
• Detail-oriented, resourceful, and able to manage shifting priorities. 
• Strong interpersonal skills, self-starter, and ability to work with little supervision. 
• Must pass a pre-employment background check and have an acceptable driving record. 
• Excellent project management and organizational skills. 
• Proactive and self-directed: Must be able to define and scope new initiatives with minimal guidance based on field input and relevant field data. 
• Dynamic and proven presentation and written communication skills are a must. 
• Excellent verbal and written communication skills with dir