Education Architect
Tempe

About Zenefits:

About the role:

The Customer Experience team is tasked with delivering world class service to Zenefits customers through a number of channels. Our teams support customers across all areas of our product including HR, Payroll and Insurance Benefits.

In this role you will develop, formalize, and implement an internal technical and behavioral learning and development curriculum for the Customer Experience team by leveraging best practices and principles of adult learning theories to engage learners and build skills. You’ll partner with content experts throughout the organization to curate training, up-level the experts on course delivery, and empower the leadership team with actionable insights.

Responsibilities:

Qualifications:

Job Duties and Responsibilities:

  • End to end management of the internal training development lifecycle:
  • Gather requirements - identifying learning gaps and needs, identify and partner with SMEs, and determine objectives for training
  • Create storyboards - lay out the training topics and scope
  • Determine the training modality with a focus on hands on learning
  • Partner with SMEs for content creation, delivery, and assessments
  • Train the trainer - ensuring the SME or team lead is prepared for course delivery
  • Manage, schedule, and assist with facilitation of all internal training
  • Develop a formalized certification program
  • Create, schedule and track curriculum and certifications via our LMS for internal and customer facing product training
  • Expand our behavioral and soft skills training curriculum
  • Iterate on existing learning content to be more interactive and hands on
  • Facilitate training as appropriate
  • Evaluate learning programs to measure employee engagement and business impact
  • Other things as needed to achieve a functional learning program for the Customer Experience teams

A little more about you:

  • Gather requirements - identifying learning gaps and needs, identify and partner with SMEs, and determine objectives for training
  • Create storyboards - lay out the training topics and scope
  • Determine the training modality with a focus on hands on learning
  • Partner with SMEs for content creation, delivery, and assessments
  • Train the trainer - ensuring the SME or team lead is prepared for course delivery

Nice-to-haves:

  • Proven experience in developing, executing and managing successful technical learning and soft skills training programs
  • Understanding of training and development principles and adult learning theories
  • Must have strong interpersonal skills, be able to perform in a team environment, collaborate with others, handle multiple projects, be flexible with change, and meet deadlines
  • Experience in curriculum design and presentation
  • Proficient in learning management systems administration including course and student management.  Skilljar preferred.
  • Takes a proactive approach to conduct needs assessments by evaluating knowledge, skill levels and organizational situations to determine performance gaps and appropriate training and development solutions
  • Outstanding organizational skills; including the ability to effectively prioritize and meet deadlines, as well as multi-task in a fast paced environment
  • Ability to manage ambiguity and push through business challenges with a focus on continuous development

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