Operations and Technical Training Specialist

• Strategy: Establish a scalable training strategy, governance processes, standards, metrics, and documentation. Assess current-state and clearly define roadmap for organizational training excellence, operating within resources constraints as necessary.
• Content Development: Design and develop training content and curriculum that applies industry best practices and effectively aligns to clear and measurable learning objectives to ensure team success. Content includes manuals, job aids, simulations, videos, and other module types.
• Delivery: Engage learners through multiple delivery methods that appeal to different learning styles, improve competency, and increase training capacity. The ideal candidate has demonstrated success in developing and delivering content through instructor-led, on-demand, hands-on, and blended or hybrid learning instruction.
• Planning: Strategically develop short- and long-term plans to identify skill gaps, opportunities for improving performance or customer satisfaction, upskilling to support continued readiness and performance, and other recurring training needs. Follow/develop trend analysis to predict training needs for successful achievement of strategic objectives. Collaboration with Operations, Engineering, Quality, and Compliance teams will be critical to development of training plans.
• Training Management: Provide continuous oversight and leadership of the organization’s training program (including training staff as needed), effectively collaborating and communicating with other organizational team members. Training management includes establishing and maintaining efficient monitoring and reporting capabilities around all training tasks and projects and providing useful data to drive decision making and demonstrate growth.
• Performance Improvement: Champion continuous optimization of processes, deliverables, and user experience. Evaluate and improve support to operations and customers through best practices, innovation, and resource utilization. Effectively lead the organization in high-value training. Evaluate training effectiveness and provide actionable feedback to address opportunities for improvement. Build reporting structures to demonstrate impact and ROI assessments.
• Technical / Operational Expertise: Develop and maintain an understanding of the tools and technologies utilized by customers and organizational teams. Identify opportunities for improvement and efficiency through innovative technologies and solutions. Ensure content complies with industry or regulatory standards, contractual and organizational requirements, and evolving best practices that enhance customer, user, and agent experience.
• Collaboration: Collaborate with business stakeholders through strong interpersonal, verbal, and written communication skills. Represent the team and/or organization professionally and effectively. Develop and deliver insightful reporting and status artifacts.
• Grow: Support proposal efforts, on-contract growth and new opportunities as needed.

• BA/BS or equivalent experience and a minimum of 8 years or prior relevant experience or Masters with a minimum of 6 years of prior relevant experience. High school diploma with additional experience may be considered in lieu of degree. Degree in Technical, Education, Business or related discipline preferred.
• Must be a U.S. Citizen.
• A minimum of 5 years of experience instructional design and delivery, including:
  • Experience delivering training in a technical or operational environment
  • Strong understanding of adult learning principles
  • Advanced experience with LMS platforms and training development tools, including assessment, selection, and implementation
  • Demonstrated ability to translate complex technical concepts into practical instruction
• A minimum of 5 years of experience effectively utilizing modern training development and delivery tools, such as Articulate, Absorb, Adobe, etc.
• A minimum of 3 years of experience managing staff, including goal-setting, performance management, and career growth.
• Prior experience establishing a standardized, repeatable approach to learning and instructional design.
• Project planning and management experience, including:
  • Risk identification and mitigation
  • Demonstrated ability to adapt and prioritize in a fast-paced environment in order to meet objectives
  • Developing high-quality deliverables
• Ability to thrive in a matrixed/cross-functional environment where collaboration, effective prioritization, and flexibility are necessary.
• Ability to effectively communicate, both written and verbally, with technical and non-technical teams as well as organizational leadership.
• Critical thinker with strategic and creative mindset, along with innovative problem-solving skills.
• Ability to effectively manage and prioritize multiple tasks / projects concurrently with minimal supervision.
• Proven organizational and time management skills, with exceptional attention to detail.
• Proficient in Microsoft office/M365 products such as Teams, SharePoint, and other tools to deliver high-impact efficiencies and standardization.
• Ability to maintain high performance in virtual work environment and effectively collaborate with virtual teams.

• Ability to obtain up to a Top-Secret clearance upon hire

• Prior Service Desk or IT Operations experience, preferably supporting large-scale customers
• Relevant instructional design or training certification(s)
• Knowledge and experience supporting regulated or government-contracted customers and operations
• Experience supporting the establishment of new operations and/or adoption of new capabilities
• Demonstrated experience with continuous improvement methodologies and best practices
• ITIL Foundations (or higher) and/or HDI certification(s)
• Active CompTIA Security+ certification or ability to obtain if required