Training & Performance Support Developer

You Are: We are seeking a motivated and people-centered learning professional to design, develop, and deliver workforce education programs that build capability across our Delivery and Transformation offerings. This role is ideal for someone who bridges the worlds of customer service and instructional design, bringing empathy, creativity, and rigor to every learning experience they create. In this role, you will partner closely with offering leads, subject matter experts (SMEs), and operations teams to translate complex, domain-specific content into structured bootcamps, onboarding programs, e-learning modules, job aids, and continuing education curricula for both employees and contractors. You will champion learning as a strategic business driver  helping our workforce stay current, confident, and compliant across a diverse and evolving portfolio of services. As an emerging leader within the enablement function, you will also leverage AI and Microsoft productivity tools to modernize learning design, accelerate content development, and personalize the learner experience at scale. The Work: Curriculum Design & Program Development Design and develop end-to-end educational programs, bootcamps, and onboarding curricula tailored to the needs of employees and contractors. Create engaging, multi-format training materials including instructor-led training (ILT), virtual ILT (vILT), e-learning modules, quick reference guides, job aids, videos, and assessments. Apply adult learning principles and instructional design methodologies to ensure training is effective, scalable, and measurable. Maintain a curriculum library, ensuring content remains accurate, current, and aligned with offering updates, regulatory changes, and organizational priorities. Stakeholder Partnership & Needs Analysis Collaborate with offering managers, SMEs, operations leads, and Business Partners to conduct training needs assessments and identify skills gaps across the workforce. Translate complex operational and domain-specific content into clear, accessible learning experiences appropriate for diverse learner audiences. Build and maintain strong relationships with internal stakeholders, acting as a trusted educational advisor across multiple business functions. Delivery & Facilitation Facilitate live and virtual training sessions, bootcamps, and workshops for employees and contractors across US-based remote and dispersed teams. Adapt facilitation style and content delivery to meet the needs of varying learner experience levels, roles, and schedules. Coordinate logistics for training events, including scheduling, communications, materials preparation, and post-training follow-up. AI & Digital Enablement in Learning Champion the responsible use of AI and Microsoft productivity tools (e.g., Microsoft 365, Teams, SharePoint, Copilot, Claude, ChatGPT) to modernize learning content development and delivery. Leverage AI-assisted tools to accelerate course authoring, generate draft content, personalize learning pathways, and analyze learner performance data. Maintain a continuous learning mindset around emerging EdTech, AI tools, and learning innovations identifying opportunities to improve speed, quality, and learner outcomes. Measurement & Continuous Improvement Track key learning metrics (e.g., completion rates, assessment scores, learner satisfaction, on-the-job performance impact) to evaluate program effectiveness. Will work with the Senior Manager to establish baseline metrics and reporting frameworks within the first 90 days. Apply data-driven insights to continuously refine and improve training programs in collaboration with offering and operations stakeholders. Contribute to the development of a learning culture by sharing best practices, facilitating knowledge-sharing sessions, and mentoring peers in educational approaches. Contractor & Workforce Enablement Develop targeted onboarding and continuing education programs for contractor populations, ensuring alignment with service delivery standards and compliance requirements. Partner with workforce management and vendor teams to align contractor training with performance expectations across offerings. Here's what you need: A minimum of 3 years of professional experience in a combination of customer service, client-facing, education, training, or instructional facilitation roles. A minimum of 1year of experience translating customer, client, learner, or stakeholder feedback into actionable recommendations or improvements to programs, processes, training, or learning experiences. Bachelor's degree in Education, Instructional Design, Learning & Developmen Bonus points if: AI Literacy Demonstrate the ability to efficiently and responsibly use AI tools in day-to-day learning design and delivery work, including: Practical, consistent use of AI assistants (e.g., Microsoft Copilot, generative AI tools) to accelerate content creation, draft materials, and personalize learning pathways — with sound judgment and quality control. Ability to translate learning objectives into clear AI prompts and iterate quickly to produce accurate, high-quality training outputs. Curiosity, structured thinking, and willingness to challenge traditional content development approaches in favor of faster, higher-quality methods. Microsoft Tools Proficiency Proficiency in Microsoft 365 suite including Teams, SharePoint, PowerPoint, Word, Excel, and OneNote. Willingness to develop Microsoft Copilot proficiency preferred. Communication & Facilitation Strong written and verbal communication skills with the ability to present complex information clearly to diverse learner audiences. Confident virtual facilitator delivering engaging remote training sessions across dispersed, US-based teams. Ability to tailor messaging and content tone for varying audiences from new contractor onboarding to experienced professional upskilling