Senior Facilitator, Elite Care

Visa•Atlanta, GA

1d•Hybrid

About The Position

The Senior Facilitator is responsible for owning, delivering, and continuously improving role-based onboarding and upskilling programs for client-facing teams. This role is delivery-focused and blends expert facilitation, coaching, and curriculum stewardship with active subject matter expertise. The facilitator partners closely with business stakeholders, learning design partners, and Client Care leadership within Client Services to ensure training remains accurate, current, and aligned to operational, business-as-usual, strategic, and transformational priorities. The role also requires maintaining real-world expertise through ongoing engagement in the business to ensure credibility, relevance, and quality in learning delivery.

Requirements

8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Experience coaching individuals on functional and technical job requirements
8+ years of relevant experience with a Bachelor’s degree or equivalent advanced degree experience aligned to senior consultant expectations
Deep functional knowledge of Client Care business and workflows, especially in the area supported
Proven experience delivering instructor-led and/or virtual training in a technical or operational environment
Ability to collaborate and coordinate curriculum maintenance with other trainers
Experience contributing to instructional design and learning development projects
Demonstrated ability to operate as a subject matter expert across business-as-usual, strategic, and transformational initiatives
Strong knowledge of adult learning principles and training design
Excellent classroom facilitation, communication, and time management skills
Proficiency in MS Office and Learning Management Systems; experience with e-learning platforms
Strong project management skills and a proven track record of successful training program execution

Nice To Haves

9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD

Responsibilities

Facilitate instructor-led and virtual, role-based learning programs across technical and functional topics for new hires and existing team members
Apply effective adult learning principles, facilitation techniques, and engagement tools to create an interactive, high-impact learning environment
Support and prepare subject matter experts and business leads to co-facilitate learning sessions when required
Own assigned curricula, ensuring accuracy, relevance, and alignment to evolving processes, policies, and systems
Proactively identify content gaps and improvement opportunities driven by procedural, regulatory, or operational changes
Partner with learning design team members to update, enhance, and maintain instructional materials, including design revisions as needed
Maintain curriculum currency through regular reviews and structured updates
Provide coaching and reinforcement support to learners, as needed, to ensure skill retention and effective on-the-job application
Coach individual contributors on functional and technical job requirements tied to product, process, tools, and skills
Identify and recommend customized or targeted training solutions in partnership with business, client experience, quality, and knowledge management teams
Serve as a trusted subject matter expert, supporting business-as-usual, strategic, and transformation initiatives
Maintain deep functional expertise by periodically engaging in production work and meeting quality assurance standards
Apply frontline insights to continuously improve training relevance, realism, and effectiveness