Specialist - Training & Development
What’s the position?
Our Specialist – Training & Development, sits within our Customer Operations team, reporting to the Training & Delivery Manager.
The Specialist – Training & Delivery, is responsible for delivering impactful learning experiences for our Customer Operations team. This role primarily focuses on onboarding and new hire training, with opportunities to expand into product updates, refresher sessions, quality initiatives, and professional development programs. You’ll also facilitate Train-the-Trainer sessions to equip supervisors and agents with the skills to coach and mentor others effectively. Training will be delivered across both in-person and virtual environments, ensuring a consistent and engaging learning experience for all team members.
This role is for a candidate located within a reasonable distance of our New Jersey Hard Rock Hotel & Casino Atlantic City or our Hollywood, FL Hard Rock locations.
Responsibilities:
Facilitate engaging and effective onboarding sessions for new hire cohorts.
Partner with the Content team to ensure training materials and learning resources remain accurate and relevant.
Translate knowledge base content into interactive, learner-friendly training experiences.
Analyze customer trends and support data to identify performance gaps and recommend targeted training solutions.
Collaborate with Operations and cross-functional teams to enhance service delivery and share best practices
Design and deliver Train-the-Trainer programs to build facilitation capability within the team
Develop structural learning plans, modules, and supporting materials aligned to business goals
Work closely with stakeholders across departments to assess training needs and drive continuous learning and development initiatives
Requirements
What are we looking for?
As a regulated gaming company, you may be required to obtain a gaming license issues by the appropriate state agency as a condition of employments
Minimum of 2 years experience in customer service and 3 years in a trainer position
Previous experience within a call center environment
Experience delivering training in both face-to-face and virtual environment (using Zoom)
Strong understanding of adult learning principles and theories
Engaging and fun delivery/facilitator style that inspires others to learn
Excellent organization and prioritization skills
Excited and motived by change, multi-tasking, and working within a fast-paced environment
Strong communicator, able to influence at all levels
Willing and able to travel, up to 50%, both domestically and internationally
Desirable skills & experience
Expert in building and delivering detailed and comprehensive training documentation
Ability to address areas of underperformance with a structured plan
Casino and/or gaming knowledge
What’s in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:
Competitive pay and benefits
Flexible vacation allowance
Startup culture backed by a secure, global brand
