Customer Experience Training Facilitator at Instacart

Instacart

United States - Remote·12h ago

Mid LevelFull-time

Salary Range

$72,250 - $97,750 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Instacart is seeking a Customer Experience Training Facilitator to join our Learning and Development (L&D) team. This role will be responsible for delivering effective training sessions, developing training programs, and ensuring alignment across various functions within the organization.

Key Responsibilities

→Deliver effective training sessions, including new hire onboarding, follow-up, reinforcement, reoccurring, and leadership training
→Develop training programs and explore new methodologies to enhance their effectiveness
→Identify and assess training needs by collaborating in business reviews
→Collaborate with Product Managers, Engineering, and other internal teams to gain insights on agent-facing training topics
→Select and manage resources for developing and delivering curricula
→Facilitate regular communication and collaboration sessions to ensure alignment with key processes and organizational goals
→Monitor, evaluate, and report on training program effectiveness, success, and ROI
→Analyze overall performance data to provide insights and highlight areas for targeted training recommendations
→Coordinate and implement Vendor Partner Trainer and Master Training Certification programs
→Drive brand values and philosophy through all training and development activities
→Communicate effectively with leadership, trainers, managers, and stakeholders
→Perform monthly agent cohort duties maintaining real-time engagement and ensuring continuous learning
→Continuously improve facilitation skills and professional development

Requirements

✓4+ years experience in corporate level Training & Development or equivalent subject matter expertise
✓Bachelor’s degree or equivalent (4+ years’ experience in facilitation and/or developing training programs) or equivalent subject matter expertise
✓Knowledge of Adult Learning Principles
✓Public speaking skills – comfortable speaking to a large group in-person or via web conference
✓Strong knowledge of written English with excellent verbal communication skills
✓Experience producing training, utilizing one or more specialized delivery modes such as Web or audio
✓Prior experience with eLearning software and curriculum development
✓Strong time management and organization skills
✓The ability to work well independently as well as part of a team
✓The ability to learn new technical and business concepts quickly
✓Proficient in MS Word, Excel, and PowerPoint or equivalent Google programs as well as other computer based programs and learning management systems
✓Ability to work efficiently in a high demand, team oriented, and fast-paced environment
✓Ability to express ideas in clear and concise manner
✓Ability to think tactically and identify significant success factors
✓Ability to work in a high energy, fast paced environment