Staff Facilitator & Training Coordinator

Job description

Overview The Facilitator & Training Coordinator is a high-impact, shared-skill role that unifies live learning delivery and operational coordination into a single integrated position. You will facilitate ILT, VILT, and blended learning sessions that drive measurable behavior change; own end-to-end logistics, LMS administration, scheduling, and learner communications; and track Kirkpatrick L1–L2 data to fuel continuous improvement. The ideal candidate thrives in ambiguity — equally energized by facilitating a dynamic virtual classroom and by building a clean tracking spreadsheet the next morning. They hold two truths simultaneously: great facilitation is a craft requiring preparation, presence, and adaptability; great coordination is a discipline requiring precision, proactivity, and follow-through. Reports to the Facilitation Manager. Responsibilities Facilitation & Learning Delivery • Deliver ILT and VILT sessions on customer service, product knowledge, communication skills, systems navigation, and role-specific content across new hire onboarding, upskilling, and continuous learning programs • Create an inclusive, participatory learning environment grounded in adult learning principles; use role plays, case studies, call simulations, and scenario-based exercises (learners doing 80%, facilitator guiding 20%) • Facilitate nesting and on-the-job practice with coaching, feedback, and structured debriefs before learners are released to production • Adjust delivery in real time based on group energy and comprehension signals; provide 1:1 and small-group coaching for learners needing reinforcement • Partner with QA and Operations to align content with current KPIs, quality benchmarks, and performance standards Training Coordination & Operations • Own end-to-end scheduling of sessions — calendar setup, learner invitations, rescheduling, cancellations; serve as day-of logistics lead (virtual session setup, breakout rooms, real-time issue resolution) • Manage learner enrollment, waitlists, completions, and certifications in the LMS; maintain accurate, audit-ready records and distribute compliance reports • Prepare and version-control training materials, workbooks, facilitator guides, and job aids; coordinate supplies, vendors, and invoicing • Draft pre-training communications, reminders, pre-work instructions, and post-training follow-ups; distribute evaluation surveys within 24 hours of session close Data, Reporting & Continuous Improvement • Track and report attendance, no-show rates, completions, learner satisfaction (L1), and post-training assessment results (L2) on a weekly/monthly cadence • Identify patterns (scheduling conflicts, low-completion cohorts, engagement trends) and proactively surface insights; maintain training calendars, trackers, and dashboards • Participate in post-session debriefs and contribute to the Facilitator Community of Practice Qualifications Required • Associate's or Bachelor's degree in HR, Education, Organizational Development, Business Administration, or related field — or equivalent professional experience • 3–5 years facilitating training in contact center, customer service, financial services, or similar environments, with demonstrated success in blended learning (ILT, VILT, eLearning) • 1–3 years of training coordination, learning operations, HR administration, or event/program management • Experience with at least one enterprise LMS (Workday Learning, Docebo, Cornerstone OnDemand, or equivalent) • Proficiency with virtual platforms (Zoom, Teams, Webex, Google Meet) and Microsoft Office or Google Workspace • Clear, professional written and verbal communication; comfort compiling and presenting clean, accurate metrics Preferred • Certifications: ATD (CPTD/APTD), Kirkpatrick Four Levels®, ICF, or equivalent • Familiarity with financial services, tax, accounting, or small business software (QuickBooks, Intuit product suite) • Exposure to adult learning principles (Knowles), ADDIE/SAM, and Kirkpatrick L1–L4 evaluation • Coaching background with struggling/resistant learners; experience with Smartsheet, Asana, or Jira Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.