Sr. Customer Experience Trainer - Spectrum Reach
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
Spectrum Reach®, the advertising sales business of Charter Communications, Inc. (NASDAQ:CHTR), provides custom advertising solutions for local, regional and national clients. Operating in 36 states and 91 markets, Spectrum Reach creates scalable advertising and marketing services driven by aggregated and de-identified data insights and award-winning creative services. Spectrum Reach helps businesses of all sizes reach anyone, anywhere, on any screen. Additional information about Spectrum Reach can be found at https://www.spectrumreach.com.
SUMMARY
The Sr. Customer Experience Trainer facilitates learning at Spectrum Reach, the Advertising Sales Division of Charter Communications, Inc. The role is responsible for driving the successful integration of role-based training in the organization at the Centers of Excellence Dallas, TX site. They are a high level contributor, work independently and/or collaboratively on complex projects, seen as a resource and expert to the organization. This is a senior level position that requires 5 years of training/facilitation experience and up to 5 years of experience in the Advertising industry, with particular experience in supporting Sales Operations workflows and processes.
MAJOR DUTIES AND RESPONSIBILITIES
- Facilitates learning in variety of content areas to support role-based training in our Centers of Excellence. Leads learning through a variety of delivery methods to develop participants' skill sets. Instructor Led Training (ILT), Virtual Instructor Led Training (VILT), rapid learning, eLearnings, and videos.
- Leads and manages onboarding efforts, ensuring new employees are effectively integrated in the organization by coordinating training and sharing appropriate resources. Oversees the end-to-end onboarding process for roles at their site location, ensuring a consistent, engaging and effective experience for new hires. Partners closely with site leadership and cross-functional teams to align onboarding activities with business goals, foster employee engagement, and support long-term retention. Ensures consistency of onboarding practices across teams and locations.
- Collaborates with Learning & Development team, business partners and greater project team to perform analysis of learning needs and implement a solution that supports initiative and its goals. Take lead training role in task forces, committees and/or team meetings providing learning subject matter expertise. Ensure training programs are tied to bigger picture company initiatives and priorities.
- Creates and/or follows facilitator guide to lead learners through appropriate activities, discussions and debriefs for consistency across efforts and site locations. With support of facilitator guide, provide feedback to learners to aid with knowledge transfer and behavior change.
- Leverages a project management approach to ensure events are proactively managed for successful execution. Completes all pre-training and post-training duties, including LMS submission forms, session registration, classroom preparation, participant attendance, evaluation assessments and follow up communication. Owns training communication between learners, leadership and project team members to foster awareness, engagement and connection.
- Maintains knowledge on specific course content to evaluate current training solutions and make timely and relevant content updates.
- Monitors, reports, and recommends delivery modifications to ensure training effectiveness.
- Seeks input from peers, stakeholders and learners on projects for continuous improvement.
- Troubleshoot technical issues and problems before and during sessions
- Shadow training end-users to gain deeper understanding of how training translates in the business.
- Pursues development opportunities focused on facilitation, learner engagement and classroom management excellence.
- Facilitate the self-discovery of strengths and opportunities for development in others.
- Serve as peer mentor.
- Serve as a resource on complex technical issues.
- Serve as back up training team lead when needed.
- Perform other duties as requested.
REQUIRED QUALIFICATIONS
- Demonstrate expert industry and company specific knowledge.
- Fluency in Advertising landscape, with focus on operational workflows and processes. Consultative Selling Strategies and Digital Advertising products and capabilities knowledge preferred.
- Must be able to develop and maintain a strong knowledge of organization’s selling strategy, workflows, and key differentiators to our customers.
- Excellent presentation and classroom management skills, in-person and virtually
- Solid knowledge of different learning approaches
- Proficiency with CRMs, Order Management Systems and other advertising operations platforms
- Experience working with Learning Management Systems, Webex and SharePoint preferred
- Ability to adapt and prioritize in a fast-paced environment
- Ability to effectively utilize Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- Ability to communicate orally and in writing in a clear and straightforward manner
- Ability to communicate with all levels of company personnel, including senior leadership
- Ability to deal with the public in a professional manner
- Strong organizational skills with ability to manage multiple projects under tight timelines
- Detail oriented
- Strong customer focus
- Supervisory experience preferred
- Participation in a professional industry association as a chair or volunteer preferred
EDUCATION
Bachelor’s degree or equivalent combination of training and/or work experience
RELATED WORK EXPERIENCE
- If you do not have internal knowledge/experience with Spectrum Reach, you must have 5+ years training delivery experience at professional level or equivalent
- 5+ years experience or equivalent in the functional area and or business unit
WORKING CONDITIONS
- Frequently travels
- Valid driver´s license, satisfactory driving record within Company required standards, and auto insurance
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: SPRCH Business Unit: Spectrum Reach
Zip Code: 63131
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.