Learning Consultant - Remote

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London.

The Learning Consultant is a full-time role reporting into the Senior Learning Consultant.

Job Duties and Responsibilities

• Design and deliver new learning strategies that engage, inform, excite, and change the behavior of our Customer Service agents.
• Apply SquareTrade’s voice and style to produce and deliver training in a conversational and informative style.
• Work closely with internationally-based colleagues in L&D, QA, HR, IT as well as local Call Center Management team to rapidly gather information, refine objectives, produce, and deliver training that’s relevant and of the highest quality.
• Be adaptive, innovative thinker, with a demonstrated comfort with ambiguity.
• Embrace new ways to deliver learning experiences and think outside the box and work with our global training team.
• Able to work additional hours during a project or when training or shift work hours to meet with a global partner, as required
• Other learning duties as assigned.

Design/Develop:

• Design and build extraordinary learning content for our Customer service teams to support many delivery types—including classroom, trainer led and virtual classroom.
• Write storyboards, produce media, and lessons that utilize technology to achieve learning objectives—including PowerPoints, videos, games, and more.
• Work with Team Managers, QA and other trainers to update and improve our new hire training.
• Work with our global trainers and conduct train the trainer sessions for new content rollouts.

Deliver/Implement:

• Facilitation of training from one day up to our multi-week blended new hire on-boarding program as well as stand-alone courses, as required (lecture, small group discussions, role play and activities/games).
• Utilization of mixed media resources to enhance learner comprehension.
• Evaluation of curriculum (drawing attention to opportunities to improve, reinvent or streamline the learning experience to maximize retention and adherence).
• Learner comprehension monitoring & assessment (administration of exams, coaching and reporting)
• Daily, weekly, monthly learner observation documentation.
• People and resource management (new hire management for 4-6 weeks, maintaining of classroom technology and reasonable utilization of temporary support resources)

Preferred Education & Experience

• Project Familiarity with CRM system (Salesforce preferred) and JIRA
• Previous experience working with customer experience or impacting customer service
• Advanced skills with eLearning software (Articulate Storyline preferred)
• Industry certification(s) or prior experience building training within a technical environment: A+, MCP, MCSE, Cloud
• 2+ years of experience in education and/or training design and development
• 2+ years training in a classroom setting
• Familiarity with Learning Management Systems

Required Education and Experience

• Bachelor’s Degree is required (English, Education, Communication, or similar)
• Familiarity with adult learning principles, theories, concepts and development technologies or modalities, practical experience and application of training development models
• Able to manage a design project end to end
• Ability to meet aggressive timelines for deliverables, with accuracy, quality and attention to detail
• Organized with strong ability to prioritize and effectively manage multiple projects simultaneously
• Clear and concise verbal and presentation skills
• Strong problem solving and critical thinking skills
• Proficient with Microsoft Office Suite and Google tools
• Detail oriented, organized, able to juggle multiple projects at once

Some of the benefits of working @Squaretrade include:

• Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!
• Competitive salaries, Benefits (Medical, Dental, Vision), PTO, 401k matching
• Respect for your work-life balance
• A paid volunteer day to give back to the community

The Team: http://www.squaretrade.com/leadership

SquareTrade is an Equal Opportunity Employer

The candidate(s) offered this position will be required to submit to a background check, which includes a drug screen.