Operations Training Specialist

• Operations Training Ownership  

• Design, develop, and own onboarding programs for both Inside Operations and Field Operations team members. 

• Create role-specific and cross-functional training curricula to support consistent and effective ramp-up experiences. 

• Build training solutions that include a mix of asynchronous modules, interactive sessions, and flipped classroom strategies to enable flexibility and maximize engagement. 

• Collaborate with operations leaders to assess training needs, create scalable training programs, and recommend learning strategies that promote operational success. 

• Develop and partner with the knowledge lead to and maintain a library of training content, visuals, SOPs, and support materials optimized for delivery through multiple modalities (e.g., virtual, in-person, LMS). Use a Train-the-Trainer (TTT) model to empower field and smaller inside operations teams to deliver consistent, effective training across all operational functions. Contact Center Training – New hire and continuous Improvement 

• Deliver and refine new hire training and continuous learning programs for Customer Service Representatives (CSRs), ensuring alignment with product updates, quality standards, and process changes. 

• Support ongoing training initiatives driven by feedback from QA and performance reviews to address gaps and drive continuous improvement. 

• Leverage asynchronous refreshers and on-demand learning assets to reinforce learning outside of scheduled sessions. 

• Create targeted coaching interventions, microlearning content, and role-specific booster courses. 

New Process & Tool Rollouts 

• Partner with internal stakeholders and process improvement team members to design and deliver training for new systems, tools, and process implementations. 

• Translate complex operational changes into accessible, scalable training programs, using flipped classroom preparation materials followed by hands-on sessions when appropriate. 

• Build comprehensive change training toolkits and materials that can be delivered internally or through TTT channels Learning Systems & Content Management 

• Manage and continuously improve the company’s Learning Management System (LMS), including uploading content, user assignments, reporting, and technical troubleshooting. 

• Design and build instructional materials including eLearning modules, instructor-led sessions, videos, job aids, and microlearning tools using platforms such as Articulate, PowerPoint, Canva, or AI-assisted tools. 

• Deliver training content through a blended learning approach, emphasizing asynchronous learning paths to increase efficiency and learner control. 

• Evaluate training effectiveness using feedback surveys, performance metrics, and assessments, and implement improvements accordingly. 

• 5+ years of experience in training delivery, curriculum development, and instructional design, including in a call center or operational setting. 

• Proven ability to design training at scale, support distributed teams, and deliver content across multiple modalities (live, virtual, asynchronous). 

• Experience with Learning Management Systems (e.g., Tovuti, ADP,  WorkRamp). 

• Strong facilitation, coaching, communication, and content creation skills. 

• High technical proficiency and the ability to teach tools, platforms, and systems effectively. 

• Bachelor’s degree preferred; equivalent experience in training, operations, or instructional design will be considered in lieu of a degree. 

• Medical, Dental, Vision insurance
• Virtual Doctor Visits with $0 Co-Pay
• Life Insurance (company paid)
• Short Term Disability Insurance (company paid)
• Long-Term Disability Insurance (company paid)
• Paid Time Off (PTO)
• Paid Holidays
• Paid Time to Volunteer
• Flex Spending Account (FSA)
• 401K Plan (with an awesome employer match!)
• Employee Assistance Program
• Employee Discounts Program

Since 2006, EverDriven has remained committed to incorporating environmental, social and governance fundamentals into the framework of our internal and external culture. Today, ESG principles are part of the lifeblood of EverDriven and a driving influence that shapes not only our culture but all aspects of our day-to-day operations. We believe ESG principles enable us to more successfully achieve our mission to help every child have an equal opportunity to learn, grow, and succeed.

Commitment to Diversity and Inclusion:

EverDriven is a mission-centered, action-oriented company that honors diversity and inclusion. Our customers come from all walks of life and so do we. We strive to hire great people from a variety of backgrounds, not just because it’s the right thing to do, but because it makes our cultural health stronger. In turn, our inclusive culture inspires our innovation and fosters a sense of belonging so we can continue to serve the most vulnerable populations with excellence.

Commitment to Equal Opportunity:

EverDriven is deeply committed to building a workplace where inclusion is not only valued but prioritized. We’re proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

Visit our website and learn more about us at www.EverDriven.com

#LI-Hybrid