Customer Experience Training Facilitator

Summary

Instacart, a grocery delivery platform transforming the industry, is seeking a Customer Experience Training Facilitator to serve as a liaison between teams and drive effective training initiatives. This role focuses on delivering training sessions, developing curricula, and ensuring alignment across various departments to enhance customer experience and employee development.

What you'll do

Deliver training sessions including onboarding, reinforcement, and leadership programs; develop and enhance training curricula; collaborate with Product, Engineering, and internal/external teams on training topics; facilitate communication and alignment sessions; monitor and report on training program effectiveness using KPIs; observe and coach vendor partner trainers; assess facilitator performance; coordinate certification programs; update curricula to address operational needs; perform monthly agent cohort duties; provide project updates to stakeholders; occasional domestic and international travel.

Requirements

4+ years corporate Training & Development experience or equivalent; Bachelor's degree or 4+ years facilitation/training program development experience; knowledge of Adult Learning Principles; public speaking skills; strong written and verbal English communication; experience producing training in multiple delivery modes; eLearning software and curriculum development experience; proficiency in MS Office/Google Suite and learning management systems; ability to learn technical and business concepts quickly; tactical thinking and clear communication skills.

Conditions

Remote position (Flex First policy); flexible work location (home, office, or other); base pay ranges from $30-$31/month USD (all other states) to $36-$38/month USD (CA, NY, CT, NJ); eligible for new hire equity grant and annual refresh grants; benefits package available; ability to work irregular hours preferred; health and competitive benefits offered.