Associate II, Training – Ops Performance Enablement

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Design, develop, and implement onboarding, readiness, and upskilling programs for both new and current associates.

• Conduct needs assessments and collaborate with stakeholders to pinpoint performance gaps, creating learning, coaching, and performance support solutions that align with business goals.

• Create and uphold training materials, job aids, knowledge resources, facilitator guides, and eLearning content.

• Assess the effectiveness of learning initiatives and suggest enhancements based on performance metrics, learner feedback, and business results.

• Utilize learning technologies and AI-driven tools to improve content creation, learner engagement, and training efficacy.

• Discover and apply innovative learning strategies that cater to a distributed workforce.

• Document training strategies, insights, and recommendations to ensure that solutions are scalable, repeatable, and sustainable.

• Collaborate with business leaders to identify learning requirements and continually enhance the learner experience.

⛳️ Requirements

• Over 3 years of experience in Learning & Development, Training, Instructional Design, Performance Readiness, or a closely related field.

• Proven experience in designing, developing, and facilitating onboarding, training, coaching, or performance enhancement programs.

• Background in creating instructor-led, virtual, blended, and/or self-paced learning content.

• Excellent facilitation and presentation abilities for both live and virtual learning environments.

• Experience in conducting needs assessments and converting business requirements into learning solutions.

• Proficient in Microsoft 365 applications, including Teams, PowerPoint, SharePoint, and Word.

• Capable of working independently and collaboratively as part of a team while juggling multiple priorities and deadlines.

• Strong written and verbal communication capabilities.

• Creative and innovative thinking skills.

• Familiarity with Articulate 360, LMS platforms, or similar instructional design/eLearning development tools is highly desirable.

• Knowledge of adult learning principles and effective coaching, facilitation, and performance development practices.

• Strong analytical, problem-solving, and critical-thinking abilities.

• Experience in forging partnerships with cross-functional stakeholders and subject matter experts.

• Knowledge of AI-enabled learning, content development, or knowledge management tools.

• Highly organized and detail-oriented, with the ability to manage multiple assignments concurrently.

• Adaptable and collaborative with a proactive approach to changing priorities.

• Bachelor's degree or equivalent professional experience.

• 3–5 years of experience in learning and development, training, instructional design, performance readiness, or a related field.

• Experience in designing learning, onboarding, coaching, or performance improvement solutions using adult learning principles.

• Experience in developing and facilitating instructor-led, virtual, blended, or self-paced learning.

• Experience with Articulate 360 or similar authoring tools is preferred.

• Experience in supporting contact center, operations, claims, or financial services sectors is preferred.

• Exposure to Microsoft Power Platform (Power Apps, Power Automate, Power BI) or similar workflow automation and business process improvement tools is preferred.

• Experience with AI-powered learning or content development tools is preferred.

• Willingness to travel overnight up to 10% of the time.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Mental health benefits.

• Employee assistance program.

• Paid time off.

• Paid parental leave.

• Short-term disability coverage.

• Cultural observance day.

• Contributions to healthcare accounts.

• Pension plan.

• 401(k) plan with company matching.

• ProHealth Rewards platform offering cash incentives.

• Annual incentive based on individual and company performance.

• Flexible remote work arrangement.

• Commitment to equal opportunity and an inclusive workforce.