Responsible for developing, administering & facilitating strategic service learning & development programs that drive new hire retention and productivity to meet business unit metrics, as well as company goals and objectives. Able to execute learning & development programs on complex product sets across multiple business units at all levels of service and service leadership. Works as a strategic partner within the business unit to identify, develop and implement strategies, learning programs and technologies to prepare service employees to meet business unit metrics and growth strategies. Collaborates directly with service leadership to ensure learning programs are applicable to the needs of internal/external clients. Measured results, inspection and ongoing development in role is required.

• Responsible for effectively developing and facilitating service learning & development programs that drive new hire retention and service employee productivity to meet business unit metrics. Increase the knowledge of service new hire participants, inspect & validate the proficiency and execution of key service skills and processes required to execute at or above service key performance metrics.
• Responsible for Instructor Led Training (ILT) and/or Virtual Instructor Led Training (VILT) tasks and facilitation, as well as report out on participant retention, service performance, and skills proficiency to service leadership.
• Works in partnership with Learning & Development Operations to develop and maintain high-quality ILT and VILT facilitation materials including agendas, lesson plans, coaching call decks all other program materials required to execute an effective learning program.
• Responsible for leading cohort participants to required performance levels, identify potential concerns and/or barriers to performance and work in partnership with sales leadership to coach, correct and increase proficiency in a timely manner to ensure cohort & business objectives are met.
• Collaborates with internal L&D partners such as Project Managers, Learning Designers, & Content Curators to ensure all program materials are relevant to the business unit strategies and meet the effectiveness standards of program facilitation.
• Maintain a consistent field presence via in-person or virtual field rides, observe service employee performance and provide timely feedback to service leadership on service process execution and development opportunities, as well as coaching recommendations.
• Participate in leadership meetings and applicable service training programs and events to provide insights on learning opportunities, make effective recommendations for service proficiency improvements, and maintain relevancy to industry trigger events.
• Other duties as assigned.