Senior Training Specialist

What You’ll Do

Instructional Design and Training

• Design, develop, and maintain training programs for Client Support and Provider Support, including new-hire onboarding, role-specific training, certifications, process and system training, and ongoing upskilling.
• Create engaging learning experiences across a variety of formats, including self-paced eLearning, instructor-led materials, job aids, tutorials, demonstrations, assessments, and interactive activities.
• Apply adult learning principles and instructional design best practices to ensure training is engaging, accessible, and aligned with defined learning and business outcomes.
• Continuously review and refresh curriculum based on learner feedback, performance data, process changes, and evolving business needs.
• Facilitate live and virtual training sessions, new-hire nesting, demonstrations, guided practice, and other learning experiences for Client Support and Provider Support.

Training Administration and Learning Systems

• Manage training assignments, enrollments, completion tracking, attendance, and learner progress through the LMS and other internal systems.
• Coordinate training schedules and communicate training requirements and expectations to learners, Supervisors, and other stakeholders.
• Maintain accurate training documentation and provide completion and learner performance information to relevant stakeholders.

Data Analysis & Performance Optimization

• Evaluate training effectiveness through assessments, learner feedback, operational data, and other performance indicators.
• Use data to identify knowledge and skill gaps, recommend learning interventions, and continuously improve training programs.
• Maintain department skill assessments and skill matrices to support curriculum development, employee growth, and future training needs.
• Track and communicate training initiatives, outcomes, and opportunities for improvement to leadership and relevant stakeholders.

Collaboration & Strategic Partnership

• Partner with Client Support and Provider Support leadership to identify learning opportunities and develop strategies that address knowledge and performance needs.
• Collaborate with SMEs and cross-functional partners to translate complex processes, workflows, systems, and business requirements into clear and effective learning experiences.
• Serve as a trusted training resource during organizational, process, and system changes, helping teams successfully adopt new expectations and workflows.
• Contribute to training standards, best practices, and broader learning initiatives across the organization.
• Perform other related duties as assigned.

About You

• Bachelor's degree in Instructional Design, Education, Communications, Learning & Development, or a related field; equivalent experience may be considered.
• 3–5+ years of experience in instructional design, training, learning and development, or a related field.
• Experience designing and delivering training for adult learners, including self-paced eLearning and instructor-led training.
• Experience with eLearning authoring tools such as Articulate Rise, Storyline, Captivate, or similar platforms, as well as Learning Management Systems.
• Strong facilitation, communication, project management, and organizational skills.
• Ability to translate complex processes and information into clear, engaging learning experiences.
• Data-driven approach to evaluating training effectiveness and identifying opportunities for improvement.

Bonus Points

Experience in healthcare, behavioral health, customer support, contact center, or operations environments preferred.