Senior Learning & Development Specialist

Senior Learning & Development Specialist

Choice Home Warranty is seeking an experienced Senior Learning & Development Specialist who combines strong training facilitation skills with hands on instructional design and content development experience.

This is not a traditional trainer position focused primarily on delivering existing material. We are looking for someone who can identify a learning or performance need, understand the business process behind it, partner with subject matter experts, design an effective learning solution, facilitate the training, and evaluate whether it produced the intended results.

You will have the opportunity to influence how employees learn by improving existing programs and developing new learning experiences that are practical, engaging, and connected to employee performance.

The ideal candidate has experience in Learning & Development, instructional design, and corporate training, preferably within a call center, customer service, claims, sales, or high volume operations environment.

You should be equally comfortable facilitating a classroom, building a professional training presentation, creating a job aid, designing an assessment, developing realistic scenarios, and improving a training program that is not producing the desired results.

Training Facilitation

• Facilitate new hire training, ongoing training, refresher training, process updates, and employee development programs.
• Deliver engaging instructor led and virtual training to employees with varying levels of experience.
• Adjust facilitation methods based on the audience, subject matter, learning objectives, and employee needs.
• Create an interactive learning environment that encourages participation, practical application, critical thinking, and knowledge retention.
• Incorporate realistic scenarios, exercises, role playing activities, and knowledge checks into learning programs.
• Evaluate employee understanding throughout training and provide additional reinforcement when needed.

Learning & Development

• Partner with Operations, Quality, leadership, and subject matter experts to identify performance gaps and determine whether training is the appropriate solution.
• Conduct training needs analysis to identify knowledge, skill, and behavioral gaps.
• Translate business processes, policies, procedures, system functionality, and operational requirements into structured and practical learning programs.
• Develop measurable learning objectives and select appropriate learning approaches based on the topic and audience.
• Design training that teaches employees how to apply knowledge, use judgment, solve problems, and handle realistic situations rather than simply memorize information.
• Recommend improvements to existing programs based on employee performance, Quality results, operational feedback, customer experience, and changes within the business.

Instructional Design and Content Development

• Design and develop learning programs from initial concept through implementation and evaluation.
• Create professional training presentations, facilitator guides, participant materials, job aids, reference guides, assessments, exercises, scenarios, and other learning resources.
• Simplify complex policies, processes, and technical information into content that frontline employees can understand and apply.
• Develop scenario based learning that requires employees to apply policies and procedures to realistic customer and operational situations.
• Create assessments and knowledge checks that measure understanding and practical application.
• Review and redesign existing training materials to improve clarity, organization, consistency, visual presentation, and effectiveness.
• Maintain training materials as policies, processes, systems, and business requirements change.
• Help establish consistent standards for training presentations, facilitator materials, job aids, assessments, and other learning resources.

Training Effectiveness and Continuous Improvement

• Measure training effectiveness using assessments, employee performance, Quality results, operational metrics, and feedback.
• Partner with Operations and Quality to determine whether training is producing measurable improvements in employee performance.
• Identify recurring performance issues and recommend appropriate training, coaching, or other learning interventions.
• Use feedback from employees, trainers, supervisors, and operational leadership to continuously improve learning programs.
• Help establish best practices for how training is developed, facilitated, measured, and maintained across the organization.

What We Are Looking For

• Minimum of 5 years of professional experience in Learning & Development, corporate training, instructional design, or a closely related field.
• Demonstrated experience independently designing and developing corporate training programs.
• Demonstrated experience facilitating instructor led training in a professional environment.
• Strong knowledge of instructional design and adult learning principles.
• Advanced PowerPoint skills with the ability to create professional, visually organized, and engaging training materials.
• Experience developing facilitator guides, job aids, assessments, exercises, scenarios, reference materials, and other learning resources.
• Strong written communication and content development skills.
• Ability to translate complex processes, policies, procedures, or technical information into clear and practical learning experiences.
• Strong presentation, facilitation, and classroom management skills.
• Experience partnering with subject matter experts, operational leaders, and other stakeholders.
• Strong organizational and project management skills.
• Ability to manage multiple learning initiatives and priorities simultaneously.
• Ability to work independently and take ownership of projects from initial need through development, delivery, and evaluation.

Preferred Experience

• Learning & Development experience within a call center, customer service, claims, insurance, financial services, sales, or other high volume operational environment.
• Experience developing scenario based and interactive learning programs.
• Experience using Quality results, operational KPIs, customer feedback, or other performance data to identify learning opportunities.
• Experience developing training for complex policies and processes that require employees to exercise judgment and critical thinking.
• Bachelor's degree in Learning & Development, Instructional Design, Education, Human Resources, Communications, Business, or a related field is preferred. Equivalent professional experience will also be considered.

What Success Looks Like

Success in this position is not measured simply by how many training sessions are delivered.

A successful Senior Learning & Development Specialist will be able to understand a complex business process, determine what employees need to know and do, anticipate where employees may struggle, and build learning experiences that prepare them to perform successfully in real situations.

You will also be expected to recognize when existing training is not producing the intended results, identify potential causes, and recommend or implement improvements.

Ultimately, your work should contribute to measurable improvements in employee knowledge, confidence, performance, and the customer experience.

Compensation

The salary range for this position is $75,000 to $90,000 annually. Compensation within the range will be based on relevant experience, instructional design capabilities, technical skills, and demonstrated ability to develop high quality learning programs.

Interview Process

As part of the interview process, qualified candidates may be asked to discuss examples of learning programs or training materials they have previously developed and may be asked to complete a brief instructional design exercise.

Candidates should not submit confidential, proprietary, or otherwise protected information or materials belonging to a current or former employer.

Equal Employment Opportunity

Choice Home Warranty is an equal opportunity employer. Employment decisions are based on qualifications, experience, business needs, and other job related factors without regard to any characteristic protected by applicable federal, state, or local law.

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person