Training and eLearning Specialist

Job Description

JOB DESCRIPTION

Job Purpose:

Cendyn has expanded the Learning & Development team and now it truly impacts the culture of the company and has a huge impact on our customers and team members. Reporting to the VP, Global Learning & Development, this role joins a Learning and Development team ready to update, enhance, and strengthen its impact on Cendyn.

This role is responsible for the creation, launch, upkeep of sessions and activities impacting our four focus areas:

• Implement training that empowers customers to self-serve
• Design learning that leads to product expertise / subject matter experts
• Invest in employee development
• Modernize learning

Join a team of Learning & Development professionals who update, enhance, strengthen and sustain materials for customers and internal team members. Create eLearning and instructor led focused on customer experience, internal product knowledge and human development.

Responsibilities:

Essential Functions:

Accountability

• Identify process and product improvements based on data.
  • Utilize support ticket information (Zendesk) to understand customer workflows and improve the Knowledge Cloud.
  • Create and maintain product onboarding learning series as needed.
  • Using trend data, assist with optimizing the Knowledge Cloud.  
  • Coordinate with Support and customer facing teams to identify types of tasks that generate the most volume, and create content based off those high traffic areas.

Excellence

• Automate the predictable so we can humanize the exceptional
  • Create videos and content that drive customers to self-service via the customer portal.
  • Ensure that Cendyn customer facing teams have the resources to support customers.
• Through various learning formats, drive customer ROI with our products

Collaboration

• Work with subject matter experts throughout the company to develop courses
• Inspire excellence in customer service across company
  • Align with Product Owners to keep our knowledge cloud up to date and accurate.
  • Align with customer facing teams to create articles and training programs to proactively support those teams.

Innovation

• Continue to innovate Learning & Development products to be industry leading
• Comfortable with building instructor-led, virtual online, and/or asynchronous online courses.
• Enhance customer facing team member effectiveness and efficiency through technology and/or automation. Including optimization/adding to the Knowledge Cloud.
• Leverage data to create relevant articles and videos for the customer.
• Continuously improve customer product onboarding programs to optimize their ability to self-serve and achieve excellence faster.

Humanity

• Through effective listening with Cendyn team members, foster a strong relationship with stakeholders.
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning throughout Cendyn.

Requirements:

Required Education and Services:

• 2+ years’ experience in corporate training or equivalent experience
• Degree from an accredited college or university, or equivalent experience preferably with a focus on adult learning/education or instructional design.
• Excellent communication and presentation skills.       
• Solid communication skills to effectively deal with various levels of management, staff, and/or outside contacts.
• Familiarity with eLearning authoring tools (E.g., Captivate, Camtasia)
• Experience in these areas is a plus.
  • hotel operations or equivalent services
  • working in an email or digital marketing field
  • comfortable working with a Learning Management System

Competencies 

• Comfortable with public speaking, both in person and virtual
• Proficient with various Learning and Development programs. Currently working with Ultipro, Brainshark, Videoken, and other L&D programs. (E.g., authoring tools, video creation programs, Learning Management Systems, and more)
• Planning and Organizational Skills –Excellent organizational, planning, and proven ability to manage multiple priorities.        
• Decision Making – Excellent decision making and problem-solving skills.
• Office Tools – Proficiency in Microsoft Office products: Outlook, Excel, Word, PowerPoint. Basic abilities with SharePoint and Smartsheet are a plus.
• Analytical and Conceptual Thinking – Ability to interpret and analyze situations, identify solutions, and formulate recommendations.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.