Training Delivery Specialist

POSITION SUMMARY: Deliver exceptional tier 1 service and support to store employees, managers, and system users across the organization.

Responsibilities

• Serve as a trusted operational advisor by diagnosing, troubleshooting, resolving, or escalating submitted technical tickets, system inquiries, and course challenges related to operational training programs.
• Facilitate virtual instructor-led learning sessions, host training deep dives, and support key administrative logistics for events.
• Execute routine system administration duties within the Learning Management System ( the hub ), including training assignments, transcript research, report requests, and instructor-led roster management.
• Provide direct instruction assistance to retail stores, perform comprehensive course attendance and transcript tracking, manage system configuration and automated training assignments, execute precise data input and weekly/monthly/quarterly reporting, lead session planning and virtual classroom facilitation, deliver tier 1 technical support and ticket resolution via service tracking tools, conduct
• Quality Assurance testing on new e-learning courses and curriculum deliverables, partner with Help Desk and content development teams, and manage end-to-end event logistics for both digital and onsite training programs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/primary responsibilities.
• GENERAL % OF WORK TIME: 70% - Training Support Provide World Class Customer Service to employees and serve as a trusted advisor for all operational training programs.
• Troubleshoot user reported LMS and course challenges and ultimately identify root cause.
• Document and escalate each issue using internal service tracking tools.
• Resolve or escalate course issues to content development teams and communicate all other identified issues.
• Follow through to ensure issue resolution.
• Provide end user training and assistance for LMS navigation, transcripts and reporting.
• Support various instructor led training sessions including in-person and virtual.
• Maintain a positive and collaborative relationship with Help Desk resources.
• Partner with stakeholders on end user system usage and feedback; collect system improvement opportunities.
• 20% - Training Coordination Serve as a trusted advisor for all operational training programs by answering questions and escalating issues as needed.
• Research training history and provide reports upon request.
• Execute and QA review weekly, monthly and quarterly reports and others as needed.
• Administer and deliver configured reports.
• Assist with design of system generated reports.
• Assign training to end users as needed.
• 10% - Technical Support Assist with maintenance of system configuration including: automatic training assignments, curriculum adjustments, custom pages, welcome pages, system generated email, system release readiness.
• Conduct Quality assurance tests as outlined in course/curriculum deployment processes.
• Assist with content development as assigned, including curriculum configuration, user guides, job aids, store training meeting materials, onboarding packets, and other deliverables.

Requirements

• Educational/Experience Requirements: Bachelor’s degree preferred; minimum 1+ years of customer service support required; 1-3 years of LMS support/administration preferred.
• Preferred experience in e-learning quality testing, technical troubleshooting processes, and the ability to multi-task and effectively manage competing deadlines and demands.
• Preferred experience with Cornerstone Learning Management System, Google Suite, Microsoft Word, Excel, PowerPoint.
• Written and verbal communication skills, excellent interpersonal skills, commitment to providing
• World Class Customer Service, ability to troubleshoot and problem solve, ability to develop creative solutions; ability to work effectively within a high performing team, capacity for flexibility and responsiveness to changing demands; problem solving.

Pay

Higher minimum wage applies in applicable locations.

Benefits

• For full time positions after eligibility criteria are met, benefits include: Quarterly Bonus Medical, dental, vision, and life insurance Company-funded retirement plan
• Paid time off Short- and long-term disability
• Employee discount Tuition Assistance Benefits are subject to change at any time and governed by plan documents and Company policy.

Physical Requirements

• Use of computer, keyboard, copier, telephone; occasional lifting up to 25lbs Work Environment: Office environment; minimal travel.
• This job description is not all inclusive and is subject to change. Additional duties, responsibilities, and tasks may be assigned, as necessary. Employment remains “AT WILL” at all times.