Training Delivery is responsible for driving the execution of enterprise-wide training programs across National Distribution with a strong focus on vendor and call center environments. This role supports organizational effectiveness and employee development by implementing structured training and performance programs, ensuring quality standards, and proactively identifying business needs, risks, and opportunities.

Key Responsibilities

Training Delivery & Execution

• Lead the delivery of training programs across National Distribution ensuring alignment with business goals.
• Execute training strategies for vendor partners and call center operations, maintaining consistency and quality across all environments.
• Drive adoption of training initiatives that enhance sales effectiveness and operational performance.
• Capability to integrate AI, digital tools, and emerging technologies into learning experiences.
• Contribute/lead innovative practices that improve learner outcomes.
• Ability to provide real time coaching and feedback to learners.

Vendor & Call Center Performance Management

• Own performance management processes for vendors and call center partners, including accountability for outcomes.
• Develop, implement, and administer scorecards to measure vendor performance and training effectiveness.
• Define and continuously refine quality standards, ensuring clear expectations for performance and service delivery.

Quality Assurance & Stakeholder Alignment

• Serve as a QA partner to evaluate training impact and ensure alignment with business standards.
• Collaborate with executive stakeholders and business leaders to provide insights, recommendations, and updates on training effectiveness.
• Support escalation mitigation through proactive issue identification and resolution strategies.

Needs Assessment & Continuous Improvement

• Proactively assess training needs by analyzing business performance, trends, and feedback.
• Identify risks and opportunities impacting training delivery and performance outcomes.
• Continuously evaluate and improve training programs, leveraging best practices to drive organizational effectiveness.

Organizational Development & Reporting

• Support organizational development initiatives, including change management and culture programs tied to training outcomes.
• Collect, analyze, and report on performance data to identify gaps and opportunities for improvement.
• Contribute to broader talent and performance strategies, including training, planning, and compliance initiatives.

Required Qualifications

• 5+ years of experience in training delivery, learning & development, or related field
• Experience creating and administering vendor performance scorecards
• Proven ability to define and implement quality standards
• Strong experience partnering with business stakeholders to identify risks and opportunities
• Demonstrated ability to manage escalations and drive resolution

Preferred Qualifications

• Experience in call center sales, direct sales, and/or indirect sales training environments
• Bachelor’s degree in Organizational Development, Learning & Development, or related field
• Experience supporting large-scale training programs across distributed teams

Key Competencies

• Strong stakeholder management and executive communication
• Data-driven decision making and performance analysis
• Accountability and ownership mindset
• Continuous improvement and proactive problem solving
• Ability to influence vendors and internal teams

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

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