Education Programs Lead – Hybrid

Sallie Mae; Indianapolis (IN); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Generous PTO and holidays

401k with employer match

Tuition reimbursement

Job summary

Sallie Mae is seeking an Associate, Education to design, deliver, and evaluate training for new hires and tenured staff. You will manage New Hire Education teams, coach employees, and ensure readiness for production with a strong emphasis on compliance and customer service excellence.

You’ll design curricula for onboarding, product knowledge, and banking systems, deliver engaging sessions, and align programs with key KPIs. A collaborative, growth-minded environment awaits.

Qualifications

• Strong organizational skills to manage program logistics.
• Excellent written and verbal communication with participants and stakeholders.
• Proficiency in MS Office Suite and related software.
• Knowledge of contact center operations and performance metrics.
• Experience with adult learning, instructional design, and learning technologies.
• Strong communication, facilitation, and coaching skills.
• Ability to analyze data, measure training effectiveness, and adjust content.
• Direct experience in coaching and developing employees with accountability.

Responsibilities

• Provide direct management and leadership of education employees.
• Set clear attendance, punctuality, engagement, and performance expectations.
• Monitor progress and coaching needs throughout the education program.
• Deliver training across onboarding, compliance, product knowledge, and systems.
• Align training with KPIs like ICR, AHT, NPS, and QA.
• Implement post-training reinforcement such as coaching and OJT.
• Collaborate with HR, operations, QA, and CX to identify needs.

Skills

Organizational skills

Communication skills

MS Office

Contact center knowledge

Instructional design

Facilitation

Coaching

Data analysis

Education

Bachelor’s degree in Education

Bachelor’s degree in Business Administration

Tools

LMS (Learning Management System)

Job description

Sallie Mae is seeking an Associate, Education to design, deliver, and evaluate training for new hires and tenured staff. You will manage New Hire Education teams, coach employees, and ensure readiness for production with a strong emphasis on compliance and customer service excellence.

You’ll design curricula for onboarding, product knowledge, and banking systems, deliver engaging sessions, and align programs with key KPIs. A collaborative, growth-minded environment awaits.