Training Specialist II, Account Health Support

Do you want to define and drive the learning strategy for an organization that impacts thousands of associates globally? As a Site Trainer, you will own the end-to-end training lifecycle — from identifying strategic learning needs to designing scalable programs, mentoring trainers, and measuring business-level impact. You will bring deep expertise in communication training and instructional design to shape how teams develop, perform, and grow. This role goes beyond delivery — you will set the direction, influence stakeholders, and build training frameworks that scale across sites and geographies. Key job responsibilities Training Strategy & Program Ownership • Own and drive the training strategy for assigned programs or business lines, defining learning roadmaps aligned with organizational goals and operational priorities • Design and implement scalable training frameworks that can be replicated across sites, teams, and geographies • Identify emerging skill gaps through proactive analysis of business trends, performance data, and stakeholder input; develop strategic interventions without waiting for escalation • Lead the design and rollout of organization-wide communication excellence programs (business writing, verbal fluency, presentation skills, stakeholder communication) Advanced Training Delivery & Communication Coaching • Facilitate high-complexity training sessions including leadership communication workshops, advanced soft skills programs, and cross-functional capability-building initiatives • Serve as the subject matter expert for communication training — design and deliver modules on accent modification, business communication, customer interaction strategies, and executive communication • Lead Train-the-Trainer (TTT) programs to build trainer capability across sites; certify and calibrate trainers on delivery standards • Design and facilitate simulations, role-plays, and scenario-based learning for complex, ambiguous situations Curriculum Design & Innovation • Architect comprehensive curricula using advanced instructional design methodologies (ADDIE, SAM, Agile Learning Design) with emphasis on scalability and learner experience • Pioneer innovative learning formats (microlearning, gamification, AI-assisted content, peer learning communities) to drive engagement and retention • Establish content governance standards — version control, review cadence, and retirement criteria for training materials • Design multi-level assessment frameworks including competency-based evaluations, capstone projects, and certification pathways Data-Driven Training Effectiveness & Impact • Define and own training effectiveness metrics across the full Kirkpatrick model (Levels 1-4); establish causal links between training programs and business outcomes • Build and maintain executive-level dashboards that communicate training ROI, learner progression, and capability development trends • Conduct deep-dive analyses on underperforming programs; develop and execute improvement action plans with measurable targets • Benchmark training programs against industry standards and internal best practices; drive continuous improvement through data Stakeholder Influence & Cross-Functional Leadership • Partner with senior leaders across Operations, Quality, WFM, and HR to align training investments with business strategy • Represent training in business reviews (WBRs, MBRs, QBRs) — present insights, advocate for learning initiatives, and influence resource allocation decisions • Mentor and develop Training Specialists; provide structured coaching, feedback, and career development guidance • Drive cross-site standardization of training practices while adapting for local context and needs A day in the life Your morning may begin with a strategy session with operations leadership, aligning training priorities with upcoming business goals and identifying capability gaps across multiple programs. You then