Summary of Job Description:The Senior Technical Support Trainer is responsible for working on the design, development, delivery, and continuous improvement of technical training, knowledge management, and performance enablement programs that support Panda's technology ecosystem. This role partners with cross-functional teams to drive associate readiness, technology adoption, and operational excellence through innovative learning solutions, AI-enabled content development, knowledge-centered support practices, and data-driven training strategies. The Senior Technical Support Trainer leverages emerging technologies and learning analytics to improve performance, increase efficiency, and enhance the associate's experience.
Job Responsibilities:- Partners with other functions on the development of scalable learning solutions using blended learning methodologies, including eLearning, virtual instructor-led training, simulations, videos, microlearning, and AI-assisted learning experiences.
- Works on designing, developing, maintaining, and continuously improving training materials, including eLearning modules, instructor-led content, job aids, knowledge articles, assessments, and performance support resources.
- Performs evaluations for all contact methods (e.g., Phone, Chat, Email, etc.) to ensure proper application of new knowledge and skills and demonstrate call quality.
- Handles support calls from customers to stay current and relevant.
- Partners with subject matter experts, business stakeholders, and project teams to identify training needs and ensure learning solutions align with operational priorities and business objectives.
- Evaluates and leverages AI-powered tools and technologies to improve learning design, content development, knowledge management, learner engagement, and training effectiveness.
- Facilitates onboarding, upskilling, and continuous learning programs while assessing learner proficiency and measuring training effectiveness through evaluations, assessments, and performance metrics.
How we reward you:- Hybrid Work schedule
- 401K with company match
- Yearly bonus opportunity*
- Full medical, dental, and vision insurance *
- On-site fitness center, biometric screen, and flu shot clinic
- Discounts at Panda restaurants, theme parks, and gym memberships
- Paid time off starting at 15 days with 7 federal holidays*
- Continuous education assistance and scholarships*
- Income protection including Disability, Life and AD&D insurance*
- Bereavement leave*
*Benefits available for eligible permanent full time associates
Your background and experience: - Bachelor's degree in IS or related field or equivalent experience required
- 5+ years of technical writing and training experience; experience utilizing AI-enabled productivity tools, learning technologies, or knowledge management platforms preferred
- Successful completion of initial and periodically required trainings.
- Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.
Pay Range: P3: $90,000 - $126,500 / Annual
* Within the range, individual pay is determined using various factors, including work location and experience.
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