BPO Training Liaison

First American•Washington, DC

About The Position

Oversees, develops and delivers training programs for First American employees and/or external customers and/or partners to meet organizational and learner needs. Partners with business leaders, stakeholders, and, as applicable, external partners to identify training needs, design scalable solutions and ensure consistent, high-quality training execution. Play a key mentorship role, coaching and supporting trainers to elevate facilitation quality, instructional effectiveness, and learner outcomes. This role brings deep expertise in learning design, facilitation and performance improvement to solve complex business challenges.

Requirements

Bachelor’s degree or equivalent combination of education and experience
8+ years of directly related experience in training, learning, or performance enablement
Ability to establish and maintain effective working relationships at the senior management level across functional groups, business units, and external partners.
Extensive knowledge of instructional design theory and/or learning principles
Ability to influence without direct authority and manage training initiatives across organizational or external boundaries.
Strong understanding of effective teaching methodologies and tools
Demonstrated ability to coach, mentor, and influence trainers without direct authority
Extensive knowledge of traditional and modern training methods, tools and techniques
Ability to present complex information to a variety of audiences
Data gathering and analysis
Knowledge of modern training techniques and tools

Responsibilities

Responsible for training programs/initiatives and training outcomes for organization employees and/or external customers
Partners with management to identify and develop training solutions to solve a wide range of business issues
May partner with external vendors, service providers, or strategic partners to ensure training alignment, effectiveness, and performance outcomes.
Provides mentorship, coaching and guidance to trainers to improve facilitation skills, instructional consistency, and learner engagement.
Observes training delivery and provides actionable feedback to support trainer growth and effectiveness.
Audits training delivery, materials, and learner outcomes to ensure alignment with business objectives, curriculum standards, and quality expectations.
Either partners with Instructional designers or independently completes updates to curriculum to address identified gaps.
This role could operate as a functional training manager for a program, functional unit, or area
Conducts needs analysis and confers with management to gain knowledge of work situations requiring training
Determines training needs, develops plans/curriculum and conducts training sessions
Using subject matter expertise, develops new training programs for targeted use, assessing content, target audiences and program deliverables
May evaluate training programs and conduct return-on-investment studies
Selects appropriate instructional procedures or methods to deliver effective training
May travel to remote locations to assess needs and deliver training