Specialist - Training & Development

Hard Rock Digital•Atlantic City, NJ

17h

About The Position

The Specialist – Training & Development sits within Hard Rock Digital’s Customer Operations team and reports to the Training & Delivery Manager. The role delivers impactful learning experiences, primarily through onboarding and new-hire training, with opportunities to support product updates, refresher sessions, quality initiatives, and professional development programs. The Specialist also facilitates Train-the-Trainer sessions to help supervisors and agents develop their coaching and mentoring skills. Training is delivered in both in-person and virtual environments to provide a consistent, engaging experience. The candidate must be located within a reasonable distance of either the Hard Rock Hotel & Casino Atlantic City in New Jersey or Hard Rock locations in Hollywood, Florida. Travel of up to 50% domestically and internationally is required. As a regulated gaming company, employment may be conditional on obtaining a gaming license from the appropriate state agency.

Requirements

At least 2 years of customer service experience and 3 years in a trainer position.
Previous experience in a call center environment.
Experience delivering training in face-to-face and virtual environments, using Zoom.
Strong understanding of adult learning principles and theories.
Engaging, fun facilitation style that inspires others to learn.
Excellent organization and prioritization skills.
Motivation and adaptability in a fast-paced environment involving change and multitasking.
Strong communication skills and ability to influence at all levels.
Willingness and ability to travel up to 50%, domestically and internationally.
May be required to obtain a gaming license from the appropriate state agency as a condition of employment.
Must be located within a reasonable distance of the specified Hard Rock locations in Atlantic City, New Jersey, or Hollywood, Florida.

Nice To Haves

Expertise in building and delivering detailed, comprehensive training documentation.
Ability to address areas of underperformance with a structured plan.
Casino and/or gaming knowledge.

Responsibilities

Facilitate engaging and effective onboarding sessions for new-hire cohorts.
Partner with the Content team to keep training materials and learning resources accurate and relevant.
Translate knowledge-base content into interactive, learner-friendly training experiences.
Analyze customer trends and support data to identify performance gaps and recommend targeted training solutions.
Collaborate with Operations and cross-functional teams to enhance service delivery and share best practices.
Design and deliver Train-the-Trainer programs to build facilitation capability within the team.
Develop structured learning plans, modules, and supporting materials aligned with business goals.
Work with stakeholders across departments to assess training needs and drive continuous learning and development initiatives.