Overview In this role you design and continuously improve customer and agent training by partnering with Call Centers, Product Engineering, and other stakeholders. You create quick references, eLearning, assessments, and facilitator materials to enable on-demand and live training. You leverage performance data and feedback to refresh or retire content, driving measurable learning outcomes. You will also shape AI-powered training scripts and align content with product processes. This is a chance to influence how Traeger delivers world-class support in a fast-paced, innovative environment.
Compensation / Benefits- medical/dental/vision package
- 401k
- tuition reimbursement
- professional development programs
- employee discounts
- flexible work options (implied)
Responsibilities- Partner with stakeholders to diagnose customer and business challenges and design effective learning solutions
- Scope training needs by gathering information to guide content strategy
- Design scenario-based simulations and branching exercises to promote decision-making over memorization
- Write clear, concise instructional text
- Create and maintain facilitator guides for consistent delivery
- Create and administer assessments aligned to learning objectives and KPI goals
- Collaborate with AI/automation teams to shape training scripts and conversational logic for AI-powered agents
- Keep content fresh, accurate, and aligned to current products and processes
Key requirements- 3+ years of instructional design experience including technical content creation
- Experience authoring and facilitating technical content and familiarity with eLearning authoring tools
- Excellent verbal and written communication skills
- Fast learner with aptitude for new tools and AI-related practices
- Experience working with call centers or third-party customer support vendors
- Bachelor's degree in related field or equivalent experience
- strong communication
- cross-functional collaboration
- creative problem-solving
- instructional design
- eLearning authoring tools
- scenario-based design
