Sr. Specialist, Training & Operations

The Sr. Specialist, Training & Operations strengthens team readiness and consistent process execution across Global Services Centers of Excellence (COEs). The primary responsibilities are onboarding new team members, cross-training existing team members, and reinforcing consistent execution of established processes. The role turns program and workflow knowledge into practical learning plans, clear job aids, guided practice, and ongoing reinforcement so team members can perform their responsibilities accurately and confidently.

This is a training and operational enablement role. The specialist partners with leaders and subject-matter experts across the initial assignment and, as scope expands, other COEs to identify learning needs, coordinate training, and promote consistent ways of working.

Supervisory responsibilities

None. This position may mentor and coach peers but does not have direct people-management responsibilities.

Duties and responsibilities

• Coordinate onboarding for new team members, including role-based learning plans, training schedules, reference materials, practice activities, and readiness checkpoints.

• Plan and facilitate cross-training so team members can build backup coverage and understand relevant programs, workflows, tools, and handoffs.

• Reinforce consistent process execution by translating approved procedures and updates into clear guidance, demonstrations, job aids, and follow-up learning.

• Partner with managers, leads, and subject-matter experts to identify knowledge gaps, prioritize training needs, and keep learning content aligned with current processes.

• Develop, organize, and maintain training materials, standard operating procedures, checklists, knowledge articles, and other reference resources; review them periodically for accuracy and usability.

• Deliver or coordinate live and virtual learning sessions, guided practice, and refresher training for team members across the initial assignment and, as needed, other Global Services COEs.

• Check learner understanding through practical exercises, knowledge checks, observations, and feedback; recommend reinforcement or additional coaching when needed.

• Gather feedback from learners and team leaders and use it to improve training content, sequencing, and delivery.

• Track onboarding and cross-training progress, completion, readiness, and identified follow-up needs; provide concise status updates to the appropriate leader.

• Observe process execution and recurring questions or quality themes; surface patterns and recommend training or documentation improvements to team leadership.

• Communicate process changes promptly and help ensure impacted team members understand and consistently apply updated guidance.

• Coordinate across teams and time zones to support an effective learning experience for a globally distributed workforce.

• Perform other related duties consistent with the role and business needs. Any direct production work should remain secondary to the role’s training and enablement priorities.

Required skills and abilities

• Strong facilitation, coaching, and knowledge-transfer skills, including the ability to explain complex workflows in a clear, practical way.

• Excellent written and verbal English communication skills for training, documentation, and collaboration with US-based colleagues.

• Strong organization and follow-through; able to manage multiple learning plans, schedules, materials, and deadlines.

• Careful attention to detail and a consistent approach to documenting and communicating processes.

• Ability to identify learning gaps, synthesize feedback, and recommend practical improvements.

• Comfort delivering virtual training and using common collaboration and productivity tools, including Microsoft Word, Excel, PowerPoint, Outlook, and Teams.

• Ability to work independently while collaborating effectively with leaders, subject-matter experts, and learners.

• Adaptability and sound judgment when priorities or processes change.

• Commitment to confidentiality, quality, accountability, and continuous learning.

Education and experience

• Bachelor’s degree in business, communications, education, marketing, or a related field, or equivalent relevant experience.

• Four or more years of experience in training, onboarding, operations, process enablement, client delivery, or a related field.

• Demonstrated experience creating or maintaining training materials, job aids, process documentation, or learning plans.

• Experience facilitating training or coaching adults in a team or operational environment.

• Experience in marketing, advertising, channel partner programs, or incentive-program operations is preferred.

• Experience supporting distributed or cross-functional teams is preferred.

Work arrangement and schedule

• India-based position; specific office location to be confirmed.

• Willingness to work hours that provide meaningful overlap with US-based teams, based on business requirements.

• Some schedule flexibility may be needed to support onboarding, cross-training, and process updates across time zones.

Measures of success

• New team members complete structured onboarding and reach agreed readiness milestones.

• Cross-training coverage improves for designated workflows and backup responsibilities.

• Training materials and process guidance are current, accessible, and used by the team.

• Team members demonstrate consistent understanding and application of documented processes.

• Training gaps, recurring questions, and process-related quality themes are identified and addressed through targeted reinforcement.

• Team leaders have clear visibility into training completion, readiness, and follow-up needs.