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 Footer 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.