Customer Advocacy Learning Specialist

Subaru's Customer Advocacy Department (CAD) is seeking a Training Specialist to develop and lead impactful training programs that enhance contact center staff performance. This role involves assessing training needs, designing and delivering engaging learning experiences, and using data analytics to measure effectiveness. With a focus on both in-person and virtual sessions, the Training Specialist will support onboarding, facilitate performance feedback, and align training with evolving business goals.

Key Responsibilities:

• Facilitate training in-person and virtually, tailoring methods for various audiences, including vendor partners.
• Collaborate on content development, leveraging AI and industry trends to create engaging programs.
• Use data to evaluate training impact, identify improvement strategies, and adjust programs to align with changing policies.
• Support new hire onboarding, monitor performance, and assist managers with feedback on skill development.
• Conduct side-by-side listening sessions and work closely with Quality Coaches to maintain training effectiveness.

Qualifications:

• Bachelor’s degree in learning science, educational psychology, or similar field preferred.
• 4-6 years of experience in training delivery across multiple formats (virtual, direct, classroom).
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, SharePoint, Visio).
• Strong communication, facilitation, and change management skills.
• Knowledge of adult learning theory and experience adapting training for different learning styles.

Compensation & Benefits:

• Annual salary: $67,900 - $76,000, based on skills, experience, and education.
• Comprehensive benefits package: medical, dental, vision, 401K matching, profit sharing, tuition reimbursement, vehicle discounts, and generous time-off policies.

This role requires up to 20% travel and involves classroom facilitation and prolonged computer work. Join Subaru in advancing its commitment to community, innovation, and customer support excellence.