Senior Learning Specialist (Remote)

Remote

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation. 

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities. 

Our Values

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

• Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
• Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
• Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

What Need Can You Fill? 

The Learning Services Specialist role is a member of the  People Team and Learning Services Business Enablement group (People Team) which designs, develops and delivers Intradiem’s training (i.e., application, implementation, configuration, troubleshooting, etc.) for internal/external customers. This role is 50% instructional design, 30% training delivery, and 10% project engagement. 

What Will You Be Doing? 

• Responsible for the design, development, training delivery, and refining of learning programs, content, and supporting materials, for various types of customer audiences that are engaging and effective.  
• Partner internally with cross-functional teams to help identify and develop employee training that meets the needs of all learning groups. 
• Manage the end-to-end instructional design process (using ADDIE or other models) to create learning solutions. 
• Train customers on company products and facilitate educational and training strategy meetings to consult and advise on the appropriate learning path for each key role. 
• Optimize training and content development processes to streamline and improve the overall customer experience. 
• Evaluate the effectiveness of training design by creating assessments and evaluations before, during and after training. 
• Develop and use work plans, storyboards, trackers, and other project management tools to successfully complete training projects and materials on time.  
• Participate in cross-functional project teams, ensuring training tasks are executed successfully throughout the project cycle. 
• Maintain training documentation, roadmap, and storage. 
• Troubleshoot internal and external customer challenges affecting online training access.  
• Ability to travel up to 20%.  
• Conduct all business in accordance with Intradiem policies and procedures. 
• All other duties as assigned. 

What Will You Need To Succeed? 

• Ability to manage multiple projects and design materials within limited time constraints. 
• Quick learner, willing to become an expert in using both Intradiem’s software solution as well as design authorware. 
• Self-directed with excellent judgment, strategic thinking, leadership, and the ability to manage risk and competing priorities and deadlines.  
• Excellent organizational, interpersonal, written and verbal communication skills. 
• Proven skill set in needs assessment and the development of learning courses, and ability to incorporate best practice theories of instructional design into practice. 
• Excellent training, facilitation, presentation and related training delivery skills.  
• Proven track record in creating innovative, high-impact technical-related learning solutions. 
• Proven analytical and problem-solving skills within a technical environment. 

Education Requirements: 

• Bachelor’s degree in Instructional Design, Education, Communication, or related field.  
• This position requires at least 5-7 years of experience working as a trainer, facilitator, and instructional designer. Preferably, four years of experience in the software industry (SaaS), producing customer-facing training collateral and delivering instructor-led training to customer audiences. 
• Experience with Articulate Storyline, Rise and Camtasia required. Additional eLearning tools using video production (i.e., Premiere Pro or Camtasia) preferred. Advanced skills in MS Office Suite needed. 
• Expertise in delivering instructor-led classroom and web-based training, exhibiting related facilitation skills that engage learning audiences. 
• Experience with a variety of learning management systems and web-based delivery tools such as Zoom, MS Teams or Adobe Connect. 
• Experience in a SaaS environment is highly desirable. 

Work Authorization:

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. 

Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.