Senior Trainer, Service Learning & Development

New York Life•Pittsburgh, PA

7d•$66,400 - $104,000•Hybrid

About The Position

The Service Learning & Development Senior Trainer is responsible for designing, facilitating, and continuously improving performance-based learning programs that support organizational service excellence. This role focuses on new hire onboarding, skill development and strategic learning initiatives for service team members, ensuring alignment with business goals and compliance standards.

Requirements

Advanced facilitation and presentation skills; able to lead role-specific training sessions independently.
Deep functional and technical knowledge of Group Benefit Service Operations, systems, and client experience management.
Strong mentoring and coaching abilities, with a track record of developing others.
Excellent communication and interpersonal skills, both verbal and written.
Ability to manage ambiguity, prioritize tasks, and drive accountability.
Action-oriented, nimble learner, and effective collaborator across all organizational levels.
Proficient in Microsoft Office, SharePoint, MSTeams, and other learning platforms.
Growth mindset in supporting AI within Service Operations.
Bachelor’s degree in education or related field preferred.
5+ years of experience in training, coaching, curriculum development, or service operations.
Certification in training and development or facilitation (preferred).
Demonstrated success in designing and delivering impactful learning.
Experience with Knowledge Management development and governance.

Nice To Haves

Experience in Group Benefits learning, employee development, and change management.
Proven ability to innovate and implement new learning strategies.
Strong analytical skills for evaluating training effectiveness and business impact.
Experience in Lean Six Sigma Continuous Improvement organization.

Responsibilities

Lead the development and delivery of role specific training programs for service teams, including onboarding, upskilling, and project learning needs.
Collaborate with legal, compliance, and operational teams to integrate regulatory updates and best practices into training content.
Maintain curriculum design, ensuring materials are current, engaging, and effective for both in-person and virtual environments.
Analyze audit outputs and performance trends to identify skill gaps; develop targeted learning solutions to address these gaps.
Serve as a subject matter expert (SME) for service processes, systems, and client experience standards.
Mentor and coach trainers and team members, fostering a culture of collaboration and continuous improvement.
Manage classroom and virtual training environments, monitoring learner engagement and performance.
Evaluate training effectiveness through existing feedback, assessments, and business impact metrics.
Partner with business leaders to assess training needs and align learning initiatives with strategic objectives.
Drive innovation in learning methods, leveraging technology and new approaches to enhance service delivery.