In this role, you will be primarily focused on facilitating new hire training and supporting learning and development opportunities that drive performance improvement across the Cash App Customer Success team. As a Training Specialist, you’ll be setting up new Customer Success Advocates for success by facilitating and managing the logistics of new hire training, coaching new hires through their first 3 months on the job, constantly iterating on current training programs to drive improvement, and working closely with other teams and leaders on a variety of development projects.

As a member of the Cash App Learning Specialist Team, your primary responsibilities will be delivering, maintaining and improving our new hire onboarding curriculum. Your role also involves a variety of other Learning & Development tasks such as developing content, upskilling tenured employees and collaborating closely with operations leaders and other cross-functional teams.

The ideal candidate is a self-motivated team player with a strong sense of ownership and a "get things done" attitude. You’re effective at managing multiple projects at once, very detail-oriented and organized, like to be busy and productive, learn quickly, and have a track record of being adaptable in a fluid, high-growth environment.

You Will:

• Deliver new hire training to Cash App and Business Partner Advocates

• Provide real time coaching to Advocates to improve performance and shorten ramp up timelines

• Create, update and curate training content as needed

• Organize and arrange all back end logistics associated with the new hire training program

• Provide qualitative and quantitative feedback to Customer Success Leaders regarding new hire performance

• Engage shared service partners as needed to deliver select training modules (Quality Assurance, Risk Operations, etc.)

• Project manage select L&D initiatives projects so they are delivered on-time and within scope

• Contribute to L&D projects by doing research around best practices 

• Support content development, content design, and facilitate L&D course offerings when needed

• BA/ BS degree or 3+ years practical experience in a Learning and Development role

• 2+ years managing organizational projects and programs

• 2+ years formal facilitation experience in both classroom and virtual environments

• Understanding of Adult Learning Theory and experience developing learning content

• A track-record of success displaying a flexible, adaptable and solutions-oriented mindset in the face of opportunity

• Proven ability to work autonomously and amidst ambiguity 

• Attention to detail, strong follow up skills and a proactive approach to getting the job done

• Competence with performance coaching and feedback delivery 

• Capacity to balance competing priorities in a fast-paced environment 

• Ability to travel up to 25% of the time

Even Better:

• A degree in adult learning, organizational development, organizational behavior, industrial-organizational psychology, human resources, or equivalent

• Instructional Design experience 

• Experience leveraging technology in the classroom

• Insight into project management, stakeholder management and results tracking methods

• Exposure to Learning Management Systems