Get to know the role

• Job Title: Sr. Automated Retail (AR) Learning & Development Program Lead

• Job Summary: In this role, you will build and manage the training programs that keep Pokémon Automated Retail kiosks running smoothly at scale. You will design and deliver role-based learning experiences for our Remote Support and Field Services teams, using human-centered design practices to ensure technicians can diagnose issues accurately, resolve cases faster, and reduce repeat service visits. 
  You will lead the rollout of a decentralized onboarding model by equipping partner organizations with certified trainers. This allows us to grow efficiently without relying on travel to a central training location. Success in this role means helping technicians become job-ready faster, strengthening the quality and consistency of service ticketing, improving diagnostic discipline, and developing a scalable network of local certified trainers who uphold a high and measurable standard of onboarding across our rapidly expanding footprint. 

• FLSA Classification (US Only): Exempt

• People Manager: No

What you'll do

End-to-end Training Program Ownership

• Own the NetOps training framework and delivery cadence across onboarding, refreshers, clinics, and job shadowing.

• Adhere to a structured learning journey (Onboarding → Intermediate → Advanced) aligned to the Q-series support models and the 70/20/10 learning philosophy.

• Ensure training is optimized for distributed technicians (short, role-specific modules; scenario practice; performance checklists; field-ready job aids).

Facilitate Trainings

• Facilitate live training sessions (virtual and in-person) with a strong bias toward hands-on practice, troubleshooting simulations, and case-based assessment.

• Tailor sessions based on learner input and performance signals (survey insights, observed gaps, ticket quality trends), adapting instruction to the audience.

• Run “train-the-trainer” sessions that validate both technical competence and facilitation skill. 

Certification and Decentralized Onboarding Scale-Up

• Implement certification requirements for trainers and trainees (scenario evidence, shadowing/ride-alongs, evaluations, and ongoing check-ins).

• Coordinate pilots, then scale rollout; maintain training quality controls across partner-led deliveries.

• Teach and enforce the operational standard (remote support + break/fix) including support workflow, non-negotiables like safety and ethics, ticketing excellence, and top diagnostic and resolution approaches.

Content Ownership

• Author, package, and maintain the Trainer Toolkit (onboarding deck, facilitator guide, performance checklist, KPI tracking).

• Own updates to knowledge articles, field guides, quick-reference one-pagers, test plans, and troubleshooting runbooks as new patterns emerge.

• Translate “what’s changing” into what technicians must do differently in the next remote support and dispatch cycle (procedures, evidence expectations, parts discipline).

Training Operations, Metrics, and Continuous Improvement

• Use ticket/dispatch/parts patterns to prioritize training updates and refreshers (top repeat issues, poor documentation patterns, parts waste, trunk stock non-compliance).

• Partner with Ops/NetOps leaders to define and report KPIs tied to the NetOps strategy (quality, speed, sustainability).

• Build feedback loops with Remote Support, Field Services, and vendors to keep training aligned to reality, not theory.

What you'll bring

• Eight (8) to eleven (11) years of relevant professional experience of a demonstrated equivalent level of expertise.

• Five (5)+ years designing and delivering technical training for frontline roles (field service, service desk, or technical operations), including onboarding and skill progression.

• Demonstrated ability to teach diagnostic thinking (root cause approach) and drive measurable performance improvement (e.g., improved first-time fix, reduced repeat dispatches, improved ticket quality).

• Strong facilitation skills across virtual and in-person environments; able to lead mixed-experience cohorts and drive hands-on practice.

• Proficiency with enterprise productivity and documentation tools (Microsoft 365: PowerPoint, Word, Excel) and content repositories (SharePoint, Confluence, or equivalent).

• Working knowledge of IT service management workflows and ticket quality standards, including experience using an ITSM/ticketing platform (e.g., Salesforce Service Cloud, ServiceNow, Jira Service Management, Zendesk, or equivalent).

• Experience authoring and maintaining operational knowledge content (knowledge articles, runbooks, job aids) content production and delivery platforms (e.g. Clipchamp, Articulate360, Articulate Rise, SmarterU, ALM, Docebo, Fuse, or equivalent).

• Ability to use data to convert insights into targeted interventions and prioritize training improvements (Salesforce Reporting, Excel, and Tableau preferred; ability to interpret case and work order trends and convert insights into targeted interventions).

• Ability and willingness to travel domestically and internationally as needed for labs, pilots, and launch support; flexibility for occasional after-hours coordination during critical events.

• Requires occasional after-hours coordination during critical incidents or major releases (training updates, field comms, rapid refreshers).

Preferred Qualifications

• Experience supporting automated retail, kiosks, vending, IoT/edge devices, or other distributed hardware fleets.

• Experience with fleet/network management and monitoring/telemetry platforms (e.g., cellular router dashboards such as Cradlepoint NetCloud Manager or equivalent; Splunk, Datadog, Grafana/ELK, or similar).

• Experience with field service management and dispatch workflows (e.g., Salesforce Field Service, Dynamics 365 Field Service, ServiceMax, or equivalent).

• Familiarity with parts/inventory operations and evidence-based replacement discipline (trunk stock compliance, RMA flows, parts usage controls).

• Experience administering or operating within an LMS/LXP (publishing content, managing enrollments, reporting completions/certifications); SCORM/xAPI familiarity a plus.

• Experience with eLearning authoring and lightweight media production (e.g., Articulate Rise/Storyline, Captivate, Camtasia, or equivalent) to create modular training for distributed technicians.

• Experience building partner enablement programs (vendor training, train-the-trainer certification, quality audits, and governance scorecards).

• Comfort with performance analytics and dashboards (Power BI/Tableau or equivalent) to report training effectiveness and operational outcomes.

Base Salary Range: For this role, new hires generally start between $116,000.00 - $154,000.00 per year. The full range is $116,000.00 - $209,000.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate’s qualifications and professional experience uniquely.

#LI-Hybrid #LI-JL1