Instacart

Customer Experience Training Facilitator

Instacart

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $30 - $38 per hour

About the role

  • Deliver effective training sessions, including; new hire onboarding, follow up, reinforcement, reoccurring, and leadership training
  • Develop training programs and explore new and experimental methodologies to enhance their effectiveness.
  • Identify and assess the training needs of the organization by collaborating and participating in business reviews
  • Collaborate regularly with Product Managers, Engineering, and other internal teams, as well as external partners, to gain and provide insights on agent-facing training topics.
  • Select and manage resources for developing and delivering curricula.
  • Facilitate regular communication and collaboration sessions both internally and externally with trainers, team leads, and staff across departments to ensure alignment with key processes and organizational goals.
  • Regularly monitor, evaluate and report on training program effectiveness, success and ROI - KPIs (CSAT, QA, Productivity)
  • Regularly monitor, evaluate and report on Vendor Partner Trainers’ effectiveness, success and ROI - KPIs (Assessment Scores, graduation rate, first 30-day CSAT).
  • Regularly analyze overall performance data, including metrics and skill opportunities, to provide insights and highlight areas for targeted training recommendations and solutions to ensure continuous improvement and strategic alignment.
  • Responsible for observing Vendor Partner Sites' training sessions and providing coaching and development to ensure their performance meets Instacart standards, focusing on facilitation skills and training effectiveness.
  • Assess and evaluate facilitators by providing written evaluations with recommendations for improvement.
  • Coordinate and implement Vendor Partner Trainer and Master Training Certification programs
  • Identify, curate, and update training curricula in anticipation of, or rapid response to operational needs on an ongoing basis
  • Continuously identify, curate, and update training curricula to proactively address or swiftly respond to operational needs.
  • Drive brand values and philosophy through all training and development activities
  • Effectively communicate with leadership, trainers, managers, and stakeholders across the organization and partner networks.
  • Regularly provide project updates to managers and stakeholders involved in training and development initiatives.
  • Perform monthly agent cohort duties (phone, email and chat tickets) maintaining real-time engagement and ensuring continuous learning
  • Continuously improve and stay up to date on facilitation skills and professional development to ensure the highest quality of training delivery and maintain adaptability
  • Identify additional responsibilities that will contribute to the overall success of the organization
  • Occasional domestic and/or international travel may be required

Requirements

  • 4+ years experience in corporate level Training & Development or equivalent subject matter expertise
  • Bachelor’s degree or equivalent (4+ years’ experience in facilitation and/or developing training programs) or equivalent subject matter expertise
  • Knowledge of Adult Learning Principles
  • Public speaking skills – comfortable speaking to a large group in-person or via web conference
  • Strong knowledge of written English with excellent verbal communication skills
  • Experience producing training, utilizing one or more specialized delivery modes such as Web or audio
  • Prior experience with eLearning software and curriculum development
  • Strong time management and organization skills
  • The ability to work well independently as well as part of a team
  • The ability to learn new technical and business concepts quickly
  • Proficient in MS Word, Excel, and PowerPoint or equivalent Google programs as well as other computer based programs and learning management systems
  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment
  • Ability to express ideas in clear and concise manner
  • Ability to think tactically and identify significant success factors
  • Ability to work in a high energy, fast paced environment.
Benefits
  • Competitive salary
  • Flexible working hours
  • Professional development opportunities
  • Remote work options
  • Equity grant eligibility
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
training program developmentcurriculum developmentadult learning principleseLearning softwarefacilitation skillsperformance data analysisKPI monitoringpublic speakingtraining effectiveness evaluationproject management
Soft Skills
communicationcollaborationtime managementorganizationindependenceteamworkadaptabilitycritical thinkingcoachingcontinuous improvement
Certifications
Bachelor's degreeMaster Training Certification