Sr. AR Learning & Development Program Lead

Sr. AR Learning & Development Program Lead

Redmond, Washington, United States

In this role, you will build and manage the training programs that keep Pokémon Automated Retail kiosks running smoothly  will design and deliver role‑based learning experiences for our Remote Support and Field Services teams, using human‑centered design practices to ensure technicians can diagnose issues accurately, resolve cases faster, and reduce repeat service visits. You will lead the rollout of a decentralized onboarding model by equipping partner organizations with certified trainers.

Success in this role means helping technicians become job‑ready faster, strengthening the quality and consistency of service ticketing, improving diagnostic discipline, and developing a scalable network of local certified trainers who uphold a high and measurable standard of onboarding across our rapidly expanding footprint.

• FLSA Classification (US Only):
  Exempt
• People Manager:
  No

• End‑to‑end Training Program Ownership – Own the Net Ops training framework and delivery cadence across onboarding, refreshers, clinics, and job shadowing. Adhere to a structured learning journey (Onboarding → Intermediate → Advanced) aligned to the Q‑series support models and the 70/20/10 learning philosophy. Ensure training is optimized for distributed technicians (short, role‑specific modules; scenario practice; performance checklists; field‑ready job aids).
• Facilitate Trainings – Facilitate live training sessions (virtual and in‑person) with a strong bias toward hands‑on practice, troubleshooting simulations, and case‑based assessment. Tailor sessions based on learner input and performance signals (survey insights, observed gaps, ticket quality trends), adapting instruction to the audience. Run “train‑the‑trainer” sessions that validate both technical competence and facilitation skill.
• Certification and Decentralized Onboarding Scale‑Up – Implement certification requirements for trainers and trainees (scenario evidence, shadowing/ride‑alongs, evaluations, and ongoing check‑ins). Coordinate pilots, then scale rollout; maintain training quality controls across partner‑led deliveries. Teach and enforce the operational standard (remote support + break/fix) including support workflow, non‑negotiables like safety and ethics, ticketing excellence, and top diagnostic and resolution approaches.
• Content Ownership – Author, package, and maintain the Trainer Toolkit (onboarding deck, facilitator guide, performance checklist, KPI tracking). Own updates to knowledge articles, field guides, quick‑reference one‑pagers, test plans, and troubleshooting runbooks as new patterns emerge. Translate “what’s changing” into what technicians must do differently in the next remote support and dispatch cycle (procedures, evidence expectations, parts discipline).
• Training Operations, Metrics, and Continuous Improvement – Use ticket/dispatch/parts patterns to prioritize training updates and refreshers (top repeat issues, poor documentation patterns, parts waste, trunk stock non‑compliance). Partner with Ops/Net Ops leaders to define and report KPIs tied to the Net Ops strategy (quality, speed, sustainability). Build feedback loops with Remote Support, Field Services, and vendors to keep training aligned to reality, not theory.

• Eight (8) to eleven (11) years of relevant professional experience of a demonstrated equivalent level of expertise.
• Five (5)+ years designing and delivering technical training for frontline roles (field service, service desk, or technical operations), including onboarding and skill progression.
• Demonstrated ability to teach diagnostic thinking (root cause approach) and drive measurable performance improvement (e.g., improved first‑time fix, reduced repeat dispatches, improved ticket quality).
• Strong facilitation skills across virtual and in‑person environments; able to lead mixed‑experience cohorts and drive hands‑on practice.
• Proficiency with enterprise productivity and documentation tools (Microsoft 365: PowerPoint, Word, Excel) and content repositories (SharePoint, Confluence or equivalent).
• Working knowledge of IT…