Internal Enablement Senior Trainer

About this roll (Responsibilities)

• Create and facilitate comprehensive training agendas in-person and virtually—including new hire, upskilling, and process change enablement—across diverse internals and BPO teams through multiple campaigns and channels in a fast-paced, self-directed environment.
• Guide AI enabled blended facilitation delivery, integrating AI voice role-play tools into the "practice arena" to simulate high-complexity customer interactions, ensuring agents are proficient before interacting with live customers.
• Create hyper-personalized learning experiences leveraging AI analytics and transcription engines to glean performance insights, identifying specific opportunities to assess training needs based on real-time agent performance and customer friction points, and driving curriculum design, maintenance, and iterative improvement.
• Partner with Enablement Program Managers to coordinate all aspects of new hire and ongoing enablement initiatives, including content updates, scheduling, transition to their in-line managers, evaluations, and more
• Provide observational, and Train-the-Trainer/Mentor needs to support programmatic needs
• Evaluate and assess post training impact measurement through innovative AI optimization and provide input to enhance and improve the learning experience.
• Problem-solve for technology, learner, and environment needs, often with minimal support and in new environments leading with an AI-first methodology.
• Support ad hoc enablement projects as needed.

Do you have the right ingredients? (Requirements)

• 5-8 years of direct classroom training/facilitation/design experience as part of a learning delivery team, delivering a variety of effective learning solutions in a fast-paced, ever-changing tech environment
• As needed, travel to national and international destinations to provide in-person support to our Toasters around the globe.
• Exceptional facilitation and classroom management skills, with a history of success driving measurable results by delivering modern, innovative, and interactive learning solutions in both virtual and in-person settings
• Skilled at navigating ambiguity in an autonomous setting while representing Toast, cultivating relationships, and creating meaningful learner experiences
• Ability to manage and prioritize multiple projects