Sr. Customer Experience Trainer - Reach

Sr. Customer Experience Trainer - Spectrum Reach at SPECTRUM summary:

The Sr. Customer Experience Trainer at Spectrum Reach is responsible for designing, delivering, and managing role-based training and onboarding programs primarily for the advertising sales division. This senior role requires expertise in advertising workflows, sales operations, and various training delivery methods, with an emphasis on improving employee engagement and retention. The position also involves collaboration with cross-functional teams, use of LMS and CRM systems, and continuous content evaluation and improvement.

Spectrum Reach®, the advertising sales business of Charter Communications, Inc. (NASDAQ:

CHTR), provides custom advertising solutions for local, regional and national clients. Operating in 36 states and 91 markets, Spectrum Reach creates scalable advertising and marketing services driven by aggregated and de-identified data insights and award-winning creative services. Spectrum Reach helps businesses of all sizes reach anyone, anywhere, on any screen. Additional information about Spectrum Reach can be found at

JOB SUMMARY

The Sr. Customer Experience Trainer facilitates learning at Spectrum Reach, the Advertising Sales Division of Charter Communications, Inc. The role is responsible for driving the successful integration of role-based training in the organization at the Centers of Excellence site. They are a high level contributor, work independently and/or collaboratively on complex projects, seen as a resource and expert to the organization.

This is a senior level position that requires 5 years of training/facilitation experience and up to 5 years of experience in the Advertising industry, with particular experience in supporting Sales Operations workflows and processes.

MAJOR DUTIES AND RESPONSIBILITIES

• Facilitates learning in variety of content areas to support role-based training in our Centers of Excellence. Leads learning through a variety of delivery methods to develop participants' skill sets. Instructor Led Training (ILT), Virtual Instructor Led Training (VILT), rapid learning, eLearnings, and videos.
• Leads and manages onboarding efforts, ensuring new employees are effectively integrated in the organization by coordinating training and sharing appropriate resources. Oversees the end-to-end onboarding process for roles at their site location, ensuring a consistent, engaging and effective experience for new hires. Partners closely with site leadership and cross-functional teams to align onboarding activities with business goals, foster employee engagement, and support long-term retention.
  
  Ensures consistency of onboarding practices across teams and locations.
• Collaborates with Learning & Development team, business partners and greater project team to perform analysis of learning needs and implement a solution that supports initiative and its goals. Take lead training role in task forces, committees and/or team meetings providing learning subject matter expertise. Ensure training programs are tied to bigger picture company initiatives and priorities.
• Creates and/or follows facilitator guide to lead learners through appropriate activities, discussions and debriefs for consistency across efforts and site locations. With support of facilitator guide, provide feedback to learners to aid with knowledge transfer and behavior change.
• Leverages a project management approach to ensure events are proactively managed for successful execution. Completes all pre-training and post-training duties, including LMS submission forms, session registration, classroom preparation, participant attendance, evaluation assessments and follow up communication. Owns training communication between learners, leadership and project team members to foster awareness, engagement and connection.
• Maintains knowledge on specific course content to evaluate current training solutions and make timely and relevant content updates.
• Monitors, reports, and recommends delivery modifications to ensure training…