Senior Learning & Development Specialist

Senior Learning & Development Specialist

Choice Home Warranty is seeking an experienced Senior Learning & Development Specialist who combines strong training facilitation skills with hands on instructional design and content development experience.

This is not a traditional trainer position focused primarily on delivering existing material. We are looking for someone who can identify a learning or performance need, understand the business process behind it, partner with subject matter experts, design an effective learning solution, facilitate the training, and evaluate whether it produced the intended results.

You will have the opportunity to influence how employees learn by improving existing programs and developing new learning experiences that are practical, engaging, and connected to employee performance.

The ideal candidate has experience in Learning & Development, instructional design, and corporate training, preferably within a call center, customer service, claims, sales, or high volume operations environment.

You should be equally comfortable facilitating a classroom, building a professional training presentation, creating a job aid, designing an assessment, developing realistic scenarios, and improving a training program that is not producing the desired results.

Training Facilitation

• Facilitate new hire training, ongoing training, refresher training, process updates, and employee development programs.
• Deliver engaging instructor led and virtual training to employees with varying levels of experience.
• Adjust facilitation methods based on the audience, subject matter, learning objectives, and employee needs.
• Create an interactive learning environment that encourages participation, practical application, critical thinking, and knowledge retention.
• Incorporate realistic scenarios, exercises, role playing activities, and knowledge checks into learning programs.
• Evaluate employee understanding throughout training and provide additional reinforcement when needed.

Learning & Development

• Partner with Operations, Quality, leadership, and subject matter experts to identify performance gaps and determine whether training is the appropriate solution.
• Conduct training needs analysis to identify knowledge, skill, and behavioral gaps.
• Translate business processes, policies, procedures, system functionality, and operational requirements into structured and practical learning programs.
• Develop measurable learning objectives and select appropriate learning approaches based on the topic and audience.
• Design training that teaches employees how to apply knowledge, use judgment, solve problems, and handle realistic situations rather than simply memorize information.
• Recommend improvements to existing programs based on employee performance, Quality results, operational feedback, customer experience, and changes within the business.

Instructional Design and Content Development

• Design and develop learning programs from initial concept through implementation and evaluation.
• Create professional training presentations, facilitator guides, participant materials, job aids, reference guides, assessments, exercises, scenarios, and other learning resources.
• Simplify complex policies, processes, and technical information into content that frontline employees can understand and apply.
• Develop scenario based learning that requires employees to apply policies and procedures to realistic customer and operational situations.
• Create assessments and knowledge checks that measure understanding and practical application.
• Review and redesign existing training materials to improve clarity, organization, consistency, visual presentation, and effectiveness.
• Maintain training materials as policies, processes, systems, and business requirements change.
• Help establish consistent standards for training presentations, facilitator materials, job aids, assessments, and other learning resources.

Training Effectiveness and Continuous Improvement

• Measure training effectiveness using assessments, employee performance, Quality results, operational metrics, and feedback.
• Partner with Operations and Quality to determine whether training is producing measurable…