Operational Training & Enablement Specialist

NightOwl Consulting

About The Position

The Operational Training & Enablement Specialist partners with Training & Development, Operations, Compliance, Underwriting, IT, and other departments to translate business initiatives, workflow changes, and operational processes into effective, end-user-focused training and communication resources. This role is responsible for supporting the development, coordination, and delivery of operational training content and adoption initiatives across the organization. The ideal candidate is highly organized, operationally minded, detail-oriented, and able to communicate complex processes in a clear, practical, and user-friendly manner. Successful candidates for this position demonstrate strong judgment, adaptability, intellectual curiosity, communication awareness, and a commitment to continuous learning while working effectively in fast-moving environments involving multiple departments, priorities, and operational initiatives.

Requirements

Strong written and verbal communication skills, with the ability to tailor messaging and training content to diverse audiences and learning styles.
Strong operational awareness and the ability to understand, navigate, and support interconnected workflows across multiple departments and business functions.
Excellent organizational and time management skills, with the ability to manage multiple projects, shifting priorities, and evolving business needs simultaneously.
Demonstrated ability to receive, synthesize, and apply feedback effectively while continuously improving training materials, communications, documentation, and operational support resources.
Strong critical-thinking, problem-solving, and decision-making skills, with the ability to quickly learn new concepts, adapt to change, and perform effectively in a fast-paced environment.
Strong interpersonal and collaboration skills, with the ability to build productive working relationships across teams and organizational levels.
Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and other training- and communication-related software platforms.
Minimum of one (1) year of professional experience in mortgage operations, training, education, onboarding, communications, operational support, process improvement, or a related field.
Demonstrated ability and willingness to learn complex operational processes, systems, and regulatory requirements; mortgage industry experience is preferred.

Nice To Haves

Working knowledge of Encompass and mortgage operational workflows is preferred.
Experience working with Encompass or a comparable enterprise workflow management system is preferred.
Experience supporting operational training programs, onboarding initiatives, workflow documentation, or process improvement efforts is preferred.
Experience leveraging technology solutions, including LMS platforms, SharePoint, virtual training tools, and AI-assisted productivity platforms, to enhance communication, training effectiveness, and workflow efficiency is strongly preferred.

Responsibilities

Assist in the development, maintenance, and continuous improvement of operational training materials, including presentations, Quick Reference Guides (QRGs), workflows, job aids, newsletters, announcements, and LMS/e-learning content.
Translate operational, compliance, underwriting, and technology-related updates into practical, audience-appropriate training materials that support knowledge retention and operational effectiveness.
Partner with cross-functional teams to support the rollout, communication, and adoption of operational initiatives, workflow enhancements, and process improvements.
Participate in operational discussions and proactively identify areas where additional communication, clarification, documentation, or training reinforcement may be beneficial.
Identify opportunities to improve training effectiveness, learner engagement, adoption rates, and operational consistency through observation, feedback analysis, and process evaluation.
Assist with the facilitation of live webinars, virtual training sessions, onboarding programs, and operational workshops to support employee development and knowledge transfer.
Analyze recurring operational questions, support trends, and workflow challenges to identify gaps in understanding and recommend additional training or process clarification.
Support the ongoing adoption and effective use of company systems, operational processes, policies, and workflow expectations.
Assist with the scheduling, coordination, documentation, and progress tracking of training initiatives, projects, and operational improvement efforts.
Maintain organized and up-to-date training resources while supporting updates and content management within SharePoint, LMS platforms, Microsoft Teams, and other training systems.
Perform other duties and responsibilities as assigned.