Associate II, Training - Ops Performance Enablement

The Employee Readiness team is a Business Enablement function within APD Operations focused on onboarding, performance readiness, and associate development across Claims, Customer Support, and Dealer Services.

As an Associate II, Training, you will design and deliver onboarding, upskilling, and performance readiness solutions that help associates achieve proficiency and support business performance. You will partner with business leaders to identify learning needs, develop effective training solutions, and continuously improve the learner experience through innovative approaches and technology-enabled solutions.

To be considered for an interview, candidates should have:

• 3+ years of experience in Learning & Development, Training, Instructional Design, Performance Readiness, or a closely related field
• Experience designing, developing, and facilitating onboarding, training, coaching, or performance improvement programs
• Experience developing instructor-led, virtual, blended, and/or self-paced learning content
• Strong facilitation and presentation skills for both live and virtual learning environments
• Experience conducting needs assessments and translating business needs into learning solutions
• Proficiency with Microsoft 365 tools, including Teams, PowerPoint, SharePoint, and Word
• Demonstrated ability to work independently and as a team player while managing multiple priorities and deadlines
• Strong written and verbal communication skills
• Out of the box thinking skills

• Experience with Articulate 360, LMS platforms, or similar instructional design/eLearning development tools is highly desired

Applicants without direct learning and development, instructional design, training development, or performance readiness experience may not be considered for candidate interviews

Responsibilities:

• Design, develop, and facilitate onboarding, readiness, and upskilling programs for new and existing associates.
• Conduct needs assessments and partner with stakeholders to identify performance gaps and design learning, coaching, and performance support solutions aligned to business objectives.
• Create and maintain training materials, job aids, knowledge resources, facilitator guides, and eLearning content.
• Evaluate learning effectiveness and recommend improvements based on performance data, learner feedback, and business outcomes.
• Leverage learning technologies and AI-enabled tools to enhance content development, learner engagement, and training effectiveness.
• Identify and implement innovative learning approaches that support a distributed workforce.
• Document training strategies, findings, and recommendations to ensure solutions are scalable, repeatable, and sustainable.

Knowledge, Skills, Attributes:

• Knowledge of adult learning principles and effective coaching, facilitation, and performance development practices.
• Strong facilitation and presentation skills in virtual, in-person, and blended learning environments.
• Ability to consult with leaders and translate business needs into effective learning solutions.
• Strong analytical, problem-solving, and critical-thinking skills.
• Experience developing partnerships with cross-functional stakeholders and subject matter experts.
• Familiarity with AI-enabled learning, content development, or knowledge management tools.
• Strong written and verbal communication skills.
• Organized and detail-oriented with the ability to manage multiple assignments simultaneously.
• Adaptable and collaborative with a proactive approach to shifting priorities.

Requirements:

• Bachelor's degree or equivalent professional experience.
• 3-5 years of experience in learning and development, training, instructional design, performance readiness, or a related field.
• Experience designing learning, onboarding, coaching, or performance improvement solutions using adult learning principles.
• Experience developing and facilitating instructor-led, virtual, blended, or self-paced learning.
• Proficiency in Microsoft 365 (Teams, SharePoint, PowerPoint, and Word).
• Experience with Articulate 360 or similar authoring tools preferred.
• Experience supporting contact center, operations, claims, or financial services environments preferred.
• Exposure to Microsoft Power Platform (Power Apps, Power Automate, Power BI) or similar workflow automation and business process improvement tools preferred.
• Experience with AI-powered learning or content development tools preferred.
• Willingness to travel overnight up to 10%.