Payroll Training & Communications Specialist; Hybrid

The Payroll Training & Communications Specialist supports Payroll and Concur Operations by developing and delivering effective training, communications, knowledge resources, and process-improvement solutions.
Reporting to the Payroll Business Process Manager, this position partners closely with Payroll and Concur leadership, subject matter experts, the Contact Center, and other business partners to translate complex processes, policies, and system changes into clear, actionable communications and training.
The specialist develops field-facing and internal training, maintains operational knowledge resources and standard operating procedures, analyzes feedback and service trends to identify opportunities for improvement, and supports change adoption associated with Payroll and Concur initiatives.
This role also partners with individual operational teams to understand current processes, identify gaps and inefficiencies, and recommend improvements that enhance accuracy, efficiency, employee understanding, and the overall customer experience.

• Training & Employee Enablement
  • Develop and deliver field-facing training on Payroll and Concur processes, policies, systems, and tools.
  • Create engaging training materials, including e-learning modules, job aids, reference guides, presentations, and other learning resources.
  • Develop and maintain training content using tools such as Articulate and other learning technologies.
  • Partner with subject matter experts to translate complex operational information into clear, practical learning materials.
  • Develop and maintain training and resource materials supporting onboarding for Payroll and Concur team members.
  • Evaluate existing training materials and revise content based on process changes, system enhancements, employee feedback, and operational needs.
  • Identify opportunities to improve training effectiveness and employee adoption.
• Communications & Change Support
  • Develop and coordinate communications supporting Payroll and Concur operations, initiatives, policy changes, system enhancements, and other business needs.
  • Create communication materials including email communications, briefings, newsletters, presentations, flyers, intranet content, and other employee-facing resources.
  • Develop communication plans and timelines appropriate for various stakeholder audiences.
  • Manage communication and training review cycles to ensure accuracy, consistency, and timely delivery.
  • Partner with business leaders and subject matter experts to identify communication needs and ensure messaging effectively supports organizational objectives.
  • Maintain and enhance communication channels including SharePoint, MyPay, and other internal platforms.
  • Support change adoption by ensuring employees and stakeholders understand new processes, systems, policies, and expectations.
• Process Improvement & Knowledge Management
  • Conduct structured working sessions with Payroll and Concur teams to understand day-to-day, monthly, and annual operational processes.
  • Document current-state workflows and identify process gaps, inefficiencies, training opportunities, and communication needs.
  • Partner with operational teams to recommend practical process improvements.
  • Maintain and coordinate review cycles for standard operating procedures, desktop procedures, knowledge articles, cyclical templates, and other operational documentation.
  • Ensure operational documentation remains accurate and current as processes, policies, and systems change.
  • Partner with the Contact Center to review Service Now ticket trends and identify recurring issues that may indicate training, communication, documentation, or process gaps.
  • Design and administer feedback surveys and other methods of gathering stakeholder input…