Learning & Development Specialist

Learning & Development Specialist

Job Category:
Customer Operations

Requisition Number: LEARN
002895

• Full-Time
• Hybrid
• Southfield, MI, USA

Description

The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs that build the knowledge, skills, and capabilities of employees across Customer Operations.

This role supports learning throughout the employee lifecycle, including new-hire onboarding, role-specific development, cross-training, systems and platform training, process changes, customer experience initiatives, compliance, refresher training, performance improvement, and ongoing professional development. The Customer Operations Learning & Development Specialist serves as the primary learning resource for the function, partnering with leaders and subject matter experts to identify skill and knowledge gaps, determine appropriate learning interventions, and create engaging instructor-led, virtual, digital, and blended learning experiences grounded in adult learning principles.

This role is responsible not only for delivering training, but also for assessing whether learning results in demonstrated knowledge, skill development, adoption, and improved performance.

• Partner with Customer Operations leadership to identify current and emerging knowledge, skill, and performance gaps across teams and roles.
• Conduct and support skills assessments, knowledge assessments, proficiency evaluations, and other learning-needs analyses to determine where training or development intervention is appropriate.
• Analyze assessment results, performance trends, leader feedback, quality results, and other available information to identify learning priorities.
• Distinguish between performance issues that can be addressed through training and those requiring other operational or leadership interventions.
• Establish appropriate learning objectives and proficiency expectations based on identified business and employee-development needs.
• Partner with leaders to develop targeted learning and reinforcement plans for employees or groups who do not initially demonstrate required proficiency.
• Periodically reassess skills and knowledge to identify emerging development needs and support continuous employee growth.

• Design comprehensive learning programs using adult learning principles and instructional-design methodologies.
• Develop engaging instructor-led, virtual, blended, and self-paced learning experiences appropriate to the subject matter and learner population.
• Create lesson plans, presentations, facilitator guides, participant materials, exercises, simulations, assessments, e-learning modules, job aids, and other instructional resources.
• Translate complex operational, technical, and customer-facing information into practical learning experiences employees can understand and apply.
• Partner with subject matter experts and operational leaders to validate technical accuracy while maintaining ownership of instructional design and learning methodology.
• Incorporate real-world scenarios, hands-on practice, role-play, simulations, and other experiential learning techniques when appropriate.
• Continuously evaluate and improve learning content based on learner performance, feedback, business changes, and measured training effectiveness.

• Facilitate engaging and effective training for Customer Operations employees across the full employee lifecycle, including new-hire onboarding, role-specific development, cross-training, upskilling, systems training, process changes, refresher training, and performance improvement.
• Deliver training through classroom, virtual, e-learning, blended, and hands-on formats based on learning objectives and business needs.
• Create an inclusive, participative learning environment that encourages questions, practice, collaboration, accountability, and confidence.
• Adapt facilitation techniques to different learning styles, experience levels, and learner needs while maintaining established proficiency expectations.
• Provide constructive, timely feedback to learners and reinforce expectations throughout the learning process.
• Partner with leaders following training to support knowledge transfer, reinforcement, and successful application on the job.
• Create meaningful recognition opportunities that celebrate learning…