Key Responsibilities and Required Skills for Operations Training Support

🎯 Role Definition

The Operations Training Support role is responsible for designing, delivering, and continuously improving training programs that ensure frontline operations, customer support, and cross‑functional teams have the skills, process knowledge, and compliance awareness needed to meet business KPIs. This role blends instructional design, learning technology administration, classroom and virtual facilitation, performance coaching, and operational analytics to reduce time‑to‑competency, lower error rates, and drive consistent execution of Standard Operating Procedures (SOPs). Ideal candidates are experienced in learning management systems (LMS), e‑learning authoring, training operations, stakeholder management, and data‑driven program optimization.

📈 Career Progression

Typical Career Path

Entry Point From:

Training Coordinator
Operations Analyst
Customer Support Trainer

Advancement To:

Senior Training Specialist / Lead Trainer
Operations Training Manager
Head of Learning & Development / Director of Training

Lateral Moves:

HR Business Partner (Learning & Talent)
Process Improvement or Quality Assurance Specialist

Core Responsibilities

Primary Functions

Design, develop, and maintain end‑to‑end curriculum and role‑based learning paths for new hires and ongoing employees that align with operational KPIs and SOPs, using instructional design frameworks (ADDIE, SAM).
Administer the learning management system (LMS) — including course uploads, user provisioning, enrollment automation, compliance tracking, and certification management — to ensure 100% training coverage and accurate audit trails.
Create and update standard operating procedures (SOPs), job aids, checklists, quick reference guides, and troubleshooting playbooks for day‑to‑day operational tasks to reduce variability and improve first‑time quality.
Develop interactive e‑learning modules and multimedia assets (video tutorials, microlearning, simulations) using authoring tools such as Articulate Storyline, Adobe Captivate, or Camtasia to support blended learning models.
Deliver live instructor‑led training (classroom and virtual instructor‑led training — VILT) for onboarding cohorts, new policy rollouts, and advanced operational skills, ensuring engaging adult learning experiences.
Implement and run “train‑the‑trainer” programs to scale knowledge transfer across regional trainers and subject matter experts while maintaining consistency in curriculum delivery and assessment standards.
Partner with subject matter experts (SMEs) and operations leaders to conduct needs analyses, job task analyses, and gap assessments to prioritize training initiatives that impact customer experience and productivity.
Build assessments, practical exercises, and competency evaluations (skill checks, observed structured assessments) and manage re‑certification cycles to objectively measure proficiency and readiness for promotion.
Monitor and analyze training metrics and operational performance data (time‑to‑competency, attrition, error rates, handling time) to quantify training impact and inform continuous improvement of learning programs.
Coordinate new‑hire onboarding logistics including classroom scheduling, trainer assignments, learning materials distribution, technology setup, and progress tracking to deliver seamless first‑week experiences.
Facilitate cross‑functional training initiatives with Product, Quality, Compliance, and IT teams for new feature launches, policy changes, and system migrations to minimize disruption and adoption lag.
Lead pilot programs and change management activities for process updates or new tools, gathering feedback, iterating content, and documenting lessons learned to drive adoption and reduce operational risk.
Manage training vendor relationships and external content providers, including scoping, contracting, quality assurance, and vendor performance evaluation to supplement internal capability.
Create and maintain a centralized knowledge base and searchable repository of training content, FAQs, troubleshooting guides, and post‑training follow‑up resources to support just‑in‑time learning.
Provide frontline coaching and remediation plans for underperforming employees, conducting root‑cause analysis and partnering with managers to implement targeted development plans.
Ensure all training and documentation comply with regulatory requirements and internal audit standards; prepare materials and reports for compliance reviews and external audits.
Execute periodic content audits and version control processes to keep learning materials current with process changes, legal updates, and product releases.
Manage multiple training projects concurrently, maintaining detailed project plans, timelines, stakeholder communications, and risk mitigation to deliver on schedule and budget.
Produce executive‑level reporting and dashboards that synthesize training outcomes, operational performance trends, and ROI of learning interventions for leadership decision‑making.
Champion a culture of continuous learning by running feedback loops, learner surveys, focus groups, and retrospectives to iterate on curriculum effectiveness and learner experience.
Support high‑volume scheduling and shift coverage needs by coordinating training schedules with workforce planning to maintain service levels while meeting learning objectives.
Lead post‑implementation reviews and A/B testing of training modalities (self‑paced vs. guided, microlearning vs. full course) to determine most effective formats for different learner populations.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis.
Contribute to the organization's data strategy and roadmap.
Collaborate with business units to translate data needs into engineering requirements.
Participate in sprint planning and agile ceremonies within the data engineering team.
Assist with the administration of HRIS and workforce management tools to ensure training records are reflected in people systems.
Provide backup support for the learning operations inbox and ticketing queues, triaging learner issues and escalations.
Help coordinate rewards, recognition, and certification celebrations tied to training milestones and operational excellence.

Required Skills & Competencies

Hard Skills (Technical)

Learning Management System (LMS) administration (e.g., Cornerstone, Workday Learning, Docebo, SuccessFactors) — course configuration, reporting, compliance workflows.
Instructional design expertise with practical experience applying ADDIE/SAM and developing learning objectives, storyboards, and assessments.
E‑learning authoring and multimedia production (Articulate Storyline, Adobe Captivate, Camtasia, Vyond) to create interactive modules and video content.
Proficiency with virtual facilitation platforms (Zoom, Webex, Teams) and tools for engagement (polls, breakout rooms, whiteboards).
Strong content authoring skills in PowerPoint, Google Slides, and visual design basics for clear, brand‑aligned training materials.
Basic data analysis and reporting skills using Excel (pivot tables, VLOOKUP), Looker/Tableau/Power BI, and a familiarity with learning analytics.
Experience with Learning Experience Platforms (LXP), knowledge bases, or content management systems (Confluence, SharePoint, Zendesk Guide).
Project management skills; familiar with Agile or Waterfall methodologies, with the ability to manage multiple workstreams and Gantt timelines.
Assessment design and measurement: building competency checklists, proficiency rubrics, and statistical tracking of training effectiveness.
Video recording and basic editing skills, or coordination experience with multimedia vendors and creative teams.

Soft Skills

Exceptional verbal and written communication; able to explain complex operational processes in simple, learner‑focused language.
Strong stakeholder management and influencing skills to partner with cross‑functional leaders and drive buy‑in for training initiatives.
Analytical and data‑driven mindset; able to translate metrics into actionable insights and continuous improvement plans.
Coaching and facilitation presence; comfortable presenting to groups and conducting one‑on‑one performance coaching.
Problem solving and critical thinking; able to identify root causes and design targeted interventions.
High organization, attention to detail, and time management to coordinate cohorts, materials, and reporting deadlines.
Empathy and learner‑centric approach to design inclusive, accessible training for diverse audiences.
Adaptability and change management skills to support fast‑paced operational changes and iterative program development.
Collaboration and teamwork mindset with experience working in distributed or remote teams.
Customer service orientation and a focus on operational excellence and quality outcomes.

Education & Experience

Educational Background

Minimum Education:

Bachelor's degree in Business Administration, Human Resources, Instructional Design, Education, Organizational Development, or related field.

Preferred Education:

Master’s degree in Instructional Design, Organizational Psychology, Adult Education, or an MBA with L&D specialization.
Professional certifications (e.g., CPLP, ATD certification, PMP, Certified Trainer).

Relevant Fields of Study:

Instructional Design / Educational Technology
Human Resources / Talent Development
Business Administration / Operations Management
Organizational Psychology / Adult Learning

Experience Requirements

Typical Experience Range: 2–6 years of progressive experience in training, learning operations, or operations enablement with demonstrated hands‑on ownership of curriculum design and LMS administration.

Preferred: 3–5+ years supporting high‑volume operations or contact center environments, experience with learning technologies and analytics, and proven success in reducing time‑to‑competency and improving operational KPIs.