Overview

We are seeking a Customer Experience Training Facilitator to serve as a dedicated liaison between teams, providing a critical conduit for information and coordination. This role is integral to ensuring effective communication and alignment across various functions. As a Customer Experience Training Facilitator, you are expected to be a strategic thinker with excellent organizational and time management skills. You must possess strong analytical abilities with the aptitude to multitask and quickly adapt in a fast-paced environment.

To ensure success, the role must understand business operations and decision-making processes, with a keen interest in producing targeted and tangible results by creating an effective and efficient workforce. The facilitator will help maintain stakeholder awareness, drive alignment on key training initiatives, and enhance overall training processes. You are responsible for leading training performance reviews, coordinating support requests, identifying improvement opportunities, and enhancing cooperation at all levels, with a specific focus on customer experience.

As a Training Facilitator, you'll be joining a dynamic Learning and Development (L&D) team dedicated to fostering a culture of continuous learning and growth. Our team is instrumental in shaping the development of Instacart employees and partners by providing supportive, innovative, and effective training solutions. We emphasize collaboration with various departments, aligning our efforts to ensure operational success and a seamless training experience. As part of this team, you'll contribute to projects that enhance Instacart’s market impact and success.

About the Job

• 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

About You

Minimum Qualifications

• 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

Preferred Qualifications

• Ability to work irregular hours as needed

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