Learning Experience Specialist/Facilitator

Job Overview

The Learning Experience Specialist is a key role that will provide learning support for our Customer Service team. This will include providing onboarding support, training around our products, systems and customer service skills, and ongoing training support for existing employees. All this will be done in partnership with the customer service leadership team and will include creating self-directed learning paths, instructor led and virtual training, experiential learning and mentoring. This position will work in a highly collaborative, fast-paced environment on cross functional projects that drive measurable and sustained business impact.

Highlights of your role

• Delivers learning solutions across a variety of topics and subject matter areas (Marvin product, sales, systems, soft skills, customer service).

• Facilitate a consistent, engaging and comprehensive Customer Service onboarding program.

• Works with the Customer Service leadership team to identify learning opportunities and facilitates programming to address those opportunities.

• Monitors progress of new employees, guides and coaches them in their journey, and holds them accountable for meeting expectations and milestones.

• Assists in the development of content, such as facilitator guides, reference guides, and PowerPoints to support facilitated learning.

• Identifies the needs and goals of various audiences, including geographic location, level of experience, focus areas, etc. and adapts the learning experience to audience's needs and goals.

• Keeps updated on systems and products changes and proactively understanding the impacts of the changes.

• Identify learning objectives and make the connection between the objectives and goals of the learners and their business line.

• Sets and tracks timelines, milestones, and due dates and remains agile when priorities shift.

• Shares reporting with the Customer Services leadership team on the progress of the team towards learning goals.

• Understands business strategy and how learning enables business success.

• Forms and strengthens relationships with various subject matter experts, leaders, and key stakeholders to ensure we are delivering the correct and most current information, best practices, and processes.

You're a good fit if you have (or if you can)

• Bachelor's degree in a relevant field or equivalent experience

• Minimum of 2 years of experience in a similar role

• Proficient in Microsoft applications

• Experience in a customer service or sales/technical support role would be an asset

Also want to make sure you have

• Strong presentation and communication skills; ability to facilitate and present to groups of varying sizes and skill level.

• Expert in learning facilitation across all modalities and creating an interactive learning experience.

• Ability to learn quickly and retain information on a continual basis.

• Superior relationship management skills with the ability to collaborate effectively and partner well with others in order to build strong and trusting relationships.

• Proven ability to communicate ideas and insights in person, virtually, and in writing, succinctly and with impact, understanding what is relevant vs. what is "noise" to the audience.

• Strong classroom management experience, including professionally handling various disruptions, interruptions, etc.

• Strong initiative and solid judgment abilities/skills; must display a balanced, objective approach and sound judgment when recommending a course of action

• Ability to work independently and with a sense of urgency.

• Demonstrated effective problem-solving and decision-making skills.

• Strong influencing skills when recommending and implementing solutions with business partners.

• Ability to travel 15-20% of the time.

We invite you to See Yourself at Marvin

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities. You also belong to one of America's Top 20 Large Employers of 2024, according to an exclusive ranking by Forbes Magazine. owned and -led window and door company, you belong to a community full of opportunities.

For more than 100 years, we've been designing, building, and engineering premier products. Today, in our 16 locations across North America, we manufacture Marvin's portfolio of products, which includes Infinity Replacement Windows, TruStile Doors, and Marvin Coastline brands.

Together, we live our values and enjoy a culture that feels like home. Our better living approach to benefits supports you at work and beyond. From day one, you receive health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more! A few unique offerings include:

• $300 annual wellbeing account to spend on whatever makes you happy + healthy

• Better Living Day! (a paid day off to go have some fun)

• $$ Annual profit sharing - get rewarded for the role everyone plays in making Marvin a success

• Giving at Marvin - join coordinated volunteer opportunities

• Brighter Days Fund - financial support thanks to your colleagues and the Marvin family should you suffer a personal hardship

When you belong to the Marvin team, it's all part of the package. Apply today!

Marvin is an Equal Opportunity Employer

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any employment offer depends on completing a background check and drug screen to company standards.

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