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About the role
Key responsibilities & impact- Own the new hire program from design through results
- Facilitate in-person, virtual, and hybrid learning sessions, including live new hire cohorts
- Facilitate learning across at least six distinct and complex knowledge areas
- Create inclusive, dynamic learning environments using critical-thinking and problem-solving activities
- Engage learners through interactive techniques, real-world examples, and structured activities
- Provide real-time learner feedback and coaching
- Design and facilitate sessions teaching CX teams to use AI tools responsibly and effectively
- Use AI-assisted tools to enhance participation and personalization during live training
- Lead comprehensive course design and continuous improvement of learning materials
- Own content development and quality control for course updates
- Develop communication strategies for learning initiatives
- Integrate AI-enabled design approaches into curriculum development
- Manage complex, high-visibility learning programs end to end
- Oversee multiple new-hire cohorts, including CX Academy
- Monitor participant progress and engagement and address barriers to success
- Drive program improvements using participant and stakeholder feedback
- Operationalize AI tools for program administration
- Implement AI-assisted project tracking, communication, and reporting
- Build strategic relationships with senior leaders and department heads
- Consult on learning initiatives supporting organizational growth and CX effectiveness
- Use AI-supported data visualization and summary tools to present actionable insights
- Own learning data strategy for key programs
- Track KPIs including learner progress, program impact, and ROI
- Apply the Kirkpatrick Model of Training Evaluation
- Translate AI-derived insights into program-optimization recommendations
Requirements
What you’ll need- 5+ years of L&D experience required
- Ability to travel up to 50% of the time
- Proven experience in learning program design, development, and facilitation across multiple knowledge areas
- Experience building content from scratch with a learner-centered approach
- Strong coaching skills
- Expertise in end-to-end learning program management, cohort management, learner-progress tracking, proactive outreach to at-risk learners, and continuous improvement
- Excellent stakeholder management skills
- Ability to analyze program outcomes and use insights for continuous enhancement
- Ability to manage multiple priorities in a fast-paced, dynamic environment
- Strong communication skills
- Demonstrated experience designing, implementing, and evaluating AI-enabled learning solutions
- Demonstrated experimentation with AI applications in learning, communication, or content design
- Practical experience with modern AI tools and workflows used in L&D
- Familiarity with LLMs, prompt engineering, and APIs/integrations
- Familiarity with AI tools supporting content creation, data analysis, or learner engagement
- Ability to prompt and fine-tune AI tools to produce high-quality, relevant, brand-aligned outputs
- Experience evaluating or implementing AI-enabled learning platforms
- Must be able to work from one of the listed hybrid locations: Atlanta, Denver, New York, San Francisco, or Scottsdale
Benefits
Comp & perks- Competitive base pay
- Benefits
- Equity (RSUs)
- Secure, reliable, and consistent internet connection requirement when approved to work from a non-office location
- Equal employment opportunity
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans
- Medical or religious accommodation support during the candidate journey