Learning & Development Specialist

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes Ship Station, , Ship Station API, Metapack, Global Post, and Packlink. Our partners include Amazon, UPS, USPS, eBay, Big Commerce, Shopify, Woo Commerce, and Walmart.

Win as One. Delight Customers. Deliver Great Outcomes.

The Learning & Development Specialist for Ship Station Global Brands Support is a strategic and hands‑on role responsible for designing, delivering, and continuously optimizing training programs that directly impact new hire performance, customer satisfaction (CSAT), and employee experience (eNPS). This role owns the onboarding lifecycle, supports trainer excellence, and drives training innovation to ensure a graduation rate of 75%+, CSAT of 90%, and eNPS of +35.

• Own the onboarding program lifecycle
• Maintain training content, videos and learning systems
• Develop trainers and ensure consistent delivery quality
• Analyze performance and feedback data to drive improvement
• Partner with Support and Ops stakeholders
• Enable employees through post‑onboarding upskilling
• Drive recognition and engagement

This position is hybrid (3 days per week in office; Tuesday - Thursday) and is located in Austin, TX. Approximately up to 15% expected travel to different cities, states, or countries to deliver learning programs or for professional development opportunities

The Ship Station Global CX Learning & Development Team fosters employee and customer growth by creating and managing learning programs aligned with organizational goals. This team handles employee and customer education, product release readiness, content development, knowledge management, and the design and implementation of the customer experience journey.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Onboarding Program Ownership
  • Designs, delivers, and refines onboarding journeys based on performance data
  • Develops graduation criteria and ensures 75%+ of trainees meet readiness benchmarks
  • Collaborates with Ops to align training timelines with hiring needs
• Training Content, Video and Systems
  • Maintains an up-to-date knowledge base and adaptive learning content
  • Creates and edits training videos for internal and external users
  • Leverages technology (Docebo LMS, AI tools, microlearning) to enhance training impact
  • Ensures all materials reflect brand tone, values, and key metrics
• Trainer Development and QA
  • Leads Train‑the‑Trainer (TTT) certification and conducts regular trainer coaching, audits, and performance reviews
  • Creates a QA framework to ensure consistent delivery across sites
• Performance & Feedback Analytics
  • Monitors new hire metrics throughout the 8‑week training, utilizing a point system to measure success after every semester
  • Reports on graduation rates, CSAT trends, and agent sentiment (eNPS), driving improvement through post‑training surveys and feedback loops
• Stakeholder Partnership
  • Conducts bi‑weekly syncs with…