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Operational Trainer

Department: Operational Training and Communication; Reports To: Director of Operational Training and Communication

We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs. Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands. Want to learn more about joining our team? Visit www.palcofirst.com to explore opportunities.

The Operational Trainer is responsible for designing, delivering, and maintaining high‑quality training experiences for both internal team members and external users of Palco’s products and services. This role supports the full lifecycle of learning—guiding new employees beyond initial onboarding, ensuring continued internal skill development, and equipping external partners and stakeholders with clear, effective educational resources.

The Operational Trainer manages Palco’s internal and external training libraries, develops engaging training content, and facilitates regular training sessions on topics such as product updates, process changes, and workplace productivity. This role collaborates closely with HR, Marketing, Product Management, and the Client Engagement Team to ensure all training materials and communications are accurate, timely, and aligned with current organizational needs.

Responsibilities include supporting employees after their first 90 days, developing and maintaining user guides and LMS content for external audiences, and coordinating scheduled educational communications such as training emails and text notifications. The Operational Trainer also delivers train‑the‑trainer programs and maintains comprehensive documentation to ensure a consistent, high‑quality learning experience across all audiences.

Duties and Responsibilities
Internal Training

• Facilitate ongoing training for new employees after initial HR onboarding, guiding them through their first 90 days and continued development.
• Deliver group and one-on-one training sessions on internal processes, software changes, policy updates, and other operational topics.
• Develop and lead training sessions that help employees improve remote-work productivity, communication, and technology use. Create meeting agendas, schedule, host conference call, and webinar training with management and partners.
• Maintain and expand the internal SharePoint knowledge base, ensuring articles, guides, and documentation remain accurate and well-organized.
• Collaborate with HR to update training modules, onboarding content, and process documentation as changes occur.
• Partner with Marketing and Product Management to ensure internal teams receive up-to-date information about new initiatives, products, or system enhancements.
• Track new employee progress and follow up on training milestones.
• Collect feedback from managers and employees to refine training materials and delivery methods.
• Support company-wide communications and internal rollout of new tools or update

External Training

• Develop, update, and maintain external user guides, training documents, and support materials.
• Provide “train-the-trainer” support to the Client Engagement Team to ensure consistent and accurate messaging across programs.
• Conduct external training sessions as needed to support program rollouts, new features, or user needs.
• Collaborate with Marketing and Product Management to ensure all external-facing materials are accurate, up-to-date, and aligned with product enhancements.
• Oversee the creation and scheduling of outbound email and text communications across programs, including feature promotions and informational updates.
• Manage the external training library and support LMS development, ensuring content is accessible, well-organized, and user-friendly.
• Ensure communication campaigns are delivered on schedule and meet quality standards.
• Track training effectiveness, collect feedback, and recommend improvements.
• Assist the Communications & Training team with external rollout strategies as new products, updates, or policy changes occur.

Skills and Attributes

• Excellent presentation, facilitation, and communication skills in both in‑person and virtual environments.
• Ability to simplify complex information into clear, accessible training content.
• Strong written and verbal communication skills.
• Strong collaboration skills with marketing, product, and client-facing teams.
• Highly organized, detail-oriented, and adaptable to shifting needs or product updates.
• Ability to manage multiple training topics and deadlines.

Other Essential Traits

• Proficient with MS Office
• Must be able to exercise tact and discretion under a variety of stressors.
• Must have excellent verbal and written communication skills.
• Must be able to multi-task and meet deadlines.
• Must understand and adhere to Palco’s Core Values.

Education and Experience

• 2+ years of experience in training, operations, onboarding, communications, or instructional design.
• Strong working knowledge of SharePoint, including content management and organizational design.
• Experience developing or maintaining user guides, training materials, or LMS content.
• Ability to manage email and text communication workflows or platforms (experience with CRM or campaign tools is a plus).
• Experience working cross-departmentally with HR, Marketing, and product-focused teams is a plus.

Join Us

• Company benefits designed for you:
• Generous Paid time off.
• Quarterly/Annual bonus potential.
• Retirement Savings: We will support you as you save for your future.
• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Great Work Environment: We are proud of our company culture of collaboration and the recognition we’ve received for our diversity efforts.

When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:

• Bring your authentic self to work.
• Grow and thrive, both personally and professionally.
• Make a difference with our clients, in our communities, and with the millions of people we support.
• Experience work/life balance.
• Feel value and a greater purpose through the work you do.

Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis.