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Training & Development Specialist

Training Specialist, Worldwide Customer Experience

You are a Training Specialist.

You are a confident learning consultant. You have a keen understanding of instructional design theory and practice, and you offer training solutions that have measurable business impact. You pay attention to the details and work hard to keep things organized. You prioritize being a team player. You take charge of your assignments and own the results from beginning to end. You’re efficient and work with minimal supervision to produce quality work within tight deadlines. You’re comfortable collaborating, and you’re happier with a team win than an individual medal. You have effective verbal and written communication skills. Your integrity and judgement help you earn the trust of all your stakeholders, leaders, and peers. You’re also a genuinely nice person who brings positive energy to an office. You’re approachable and take the time to listen so that you understand someone else’s view.

We are the WWCE Training Team, part of the larger WWCE Communications and Employee Enablement organization. We exist to help the world play by supporting WWCE teams through interactive learning experiences. We create engaging learning experiences, implementing adult learning principles and following ADDIE methodology. We provide training resources that enhance the player experience by training our teams in virtual and classroom environments.

As a Training Specialist, you:

● Ask thoughtful questions to understand why people are asking for training.

● Examine data to determine root cause of issues to determine if training is what they really need.

● Work with Training leadership to brainstorm alternative solutions when appropriate.

● Connect the dots between what’s happening in the business to how it impacts employees.

● Understand the pulse of the organization through informal temperature checks and more formal analyses.

● Create training programs that engage employees and deliver business results.

● Measure the effectiveness of our work - if it’s not improving business results, you work with your manager to figure out why and recommend something else.

You’ll need to be awesome at wearing these hats:

● Instructional Designer: You have a good understanding of learning models and a passion for knowledge. You are skilled in using visual design tools to engage learners. You follow Bloom’s Taxonomy when designing training materials.

● Communicator: You’re a good writer, speaker, and visual communicator who is comfortable creating training content in various formats.

● Creator: You find unique ways to engage learners and are always looking for the next innovative methodology to increase training impact.

● Self-Starter: You provide recommendations and take the lead without prompting.

● Leader: You know when to lead and when to support the lead of others.

● Organizer: You’re organized, resourceful, and always looking for ways to do things better and more efficiently, without giving up quality and follow-through.

● Team Player: You collaborate well with others, know how to play your position, and bring out the best in others to win as a team.

● Researcher – You search before you ask, and you read up on the latest trends and developments in corporate training.

● Project Manager: You propose, manage, and execute plans to make your ideas a reality. You’ll know you’re excelling when...

● You’re fast out of the blocks - you have an update or a plan before your manager asks you "where's that thing we talked about?"

● You’re always improving - you analyze a task and assess what needs to get done dynamically (what it took last time may not work this time). You think about how you can improve on what you would normally do.

● You can show your work - you think through the subtasks that will get you to your solution and can talk it out with your manager or bullet it out for leadership. You work with your manager to define a project plan with milestones and timelines.

● You think critically - you ask thoughtful questions, seek out unique sources, get diverse viewpoints. You think about the risks and opportunities of your proposed solution.

● You’re genuinely curious - you fall in love with your problem and dig deep into the root cause vs. sticking to the first solution or the status quo. You see the task as a whole rather than just your part of it.

● You ask smart questions - when you’re working with other teams, you’re careful about expressing concerns, and manage expectations well.

● You’re great at gauging the value of your work - you have an objective perspective of how what you're doing fits into the bigger picture. You know what matters and what doesn't (and you don't hang onto it if it needs to go.) You’re not afraid to ask for help prioritizing if you’re not sure what matters most.

● You can always connect the dots - whatever it is you're doing you bring it back to the rest of our work/goals/campaigns so that it aligns. You're aware of more than just your work. You're actively collaborating, plugged into the business, you know what people's priorities are and can help build a roadmap for new projects.

● You always validate your hypothesis - you double-check your first instincts and ask, "is this going to play out well?" You use your resources, your network, your focus group to test your work before you roll it out. You constantly have the WWCE business priorities in mind and tie things back to those priorities.

● You’re not a lone wolf, or a brilliant jerk - you love working with other people, and value their perspectives. You excel at building genuine relationships with your team and with other stakeholders, and you’re great at keeping people in the loop. People inside and outside of your team come to you for help thinking through ideas or tackling problems.

You’ll love your job THE MOST if you:

● Are a lifelong learner

● Want to make people’s work life better

● Are a confident, creative communicator who likes to share information in a way that your audience can easily understand it

● Thrive in fast-paced environments with frequent updates (or curveballs, because what company doesn’t throw a few of those?).

● Are positive, empathetic, and respectful; we could call your co-workers and they’d tell us how great it is working with you every step of the way

● Like talking to people, influencing, and collaborating You might feel pretty bummed about this job if you:

● Dislike writing content or following lesson plans

● Work best in a structured workplace where you get specific metrics, tasks or tickets

● Aren’t energized and fueled by influencing and building relationships

● Get easily discouraged by negative feedback or are resistant feedback

● Are okay with “good” or “what I did last time”

● Want to focus on one project at a time

● Like working on your own rather than talking to other people, at all levels, about a challenge and how to tackle it

● Think your first idea is the best idea A few more things about how we work, because they’re super important:

● We chat to each other in Slack

● We email each other about things that can wait or are just FYI

● We store all our documents and runbooks and how-to’s on Google Drive

● We track our projects on Google Drive

● We manage our 1:1s and to-do’s in Hive or on Google Drive

● We use Confluence for our team webpage (so other people know what we do and how to get in touch with us)

● We follow internal Training Team documented processes, such as the Editorial Review Process and the Design Blueprint Process.

● We leave track changes turned on when we send docs to others for a review

A typical day in the life of a Training Specialist:

Training Requests You work with Training leadership to identify new training opportunities. For your assigned projects, you use our Design Blueprint to ensure creation of content with targeted impact. You partner with stakeholders to support initiatives around your projects, and revise related training, as appropriate.

Training Needs Analysis You partner with the Training Team and relevant stakeholders to conduct Training Needs Analysis (TNA) for projects, as assigned. You seek to identify the root cause for training requests and identify the target audience.

Creation of Training Programs and Events You work closely with Training leadership to create instructional end goals and supporting content within required timelines. You create engaging and challenging learning content in a variety of formats and appropriately incorporate interactive media elements. You design compelling layouts of instructional material and related facilitator guides. You work closely with the Assessment Specialist to create assessment questions relating to learning objectives and supported by training content. You assist the team with peer reviews of content, as assigned. Your content demonstrates good usage of Good COP Style.

Instructional Design Expertise You work with the Training team to create training artifacts, as assigned. You effectively apply tested instructional design theories, practice, and methods. You actively improve the reliability of your assessment questions. You write assessments at Kirkpatrick Levels One and Two, and correlate them to the Bloom's taxonomy level of your training objectives. You create instructional design blueprints (DBPs) for new training offerings, following team guidelines. You create engaging learning activities and compelling course content that enhances learner retention and application to work.

Project Management You document project plans, including milestones and SMART goals, for projects as assigned and lead relevant meetings (i.e. New Hire Pre-Flight, Content Pre-Publication meetings) as required. With the support and guidance of Training leadership, you maintain appropriate levels of communication with all project stakeholders. You follow the scheduling process and communicate with scheduling teams to ensure timely delivery of eLearning and other training events for courses as assigned.

Training Team Process Improvement and Reporting As you encounter gaps in the internal Training Team Process, you work with the Training team to update and revise process documentation. You generate reports on courses you have created or facilitated and present your finds to Training leadership.

Collaboration with Stakeholders and Subject Matter Experts (SMEs) You work closely with subject matter experts and key stakeholders to ensure the quality and consistency of the information available to team members who help our players directly. With guidance of Training leadership, you set and manage stakeholder expectations and efficiently engages requestors through the training creation process. You contribute to quarterly updates for Partner Training Teams, as assigned.

Training Delivery and Facilitation You skillfully deliver instructor-led and virtual instructor-led training courses as assigned. You meet with cross-functional teams to coordinate and support the delivery of assigned training programs. You prepare training rooms and virtual environments for content delivery and follow the process for scheduling and communicating with participants in advance of the delivery. You test and maintain tech specs in the training environment and manage classroom participation.

Learning Management System (LMS) You upload and maintain training content in the Learning Management System (LMS.) For your training events, you ensure audience groups (LMS profiles) are accurately created and maintained in the LMS. You administer learning assessment to classes, as assigned, and generate standard LMS reports, as needed.