Education & Training Lead: New Hire to Production

Sallie Mae; New Castle (DE); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Generous PTO and holidays

401k with employer match

Medical, dental, vision coverage

Disability & life insurance

Hybrid working arrangements

Parental leave & adoption support

On-site fitness centers (Delaware)

Job summary

Sallie Mae is seeking an Associate, Education to design, deliver, and evaluate educational programs for new and tenured employees. The role includes managing New Hire Education staff, coaching, and ensuring compliance and performance targets are met.

You will develop curricula for onboarding, product knowledge, and systems, and you will deliver training across in-person, virtual, and e-learning formats to drive customer service excellence and operational readiness.

Qualifications

• Strong organizational skills to manage program logistics.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite.
• Proven knowledge of adult learning principles and training technologies.
• Ability to analyze training data and measure effectiveness.
• Demonstrated experience in coaching and employee development.
• Understanding of contact center operations and performance metrics.

Responsibilities

• Provide direct management of New Hire Education staff and oversee transition to production.
• Design and develop comprehensive training curricula for onboarding, compliance, product knowledge, and systems.
• Deliver engaging training using in-person, virtual, e-learning, and simulations.
• Align training programs with KPIs such as ICR, AHT, NPS, and QA scores.
• Implement post-training reinforcement and coaching to ensure skill transfer.
• Collaborate with department heads to identify performance gaps and training needs.
• Manage LMS administration, record-keeping, and reporting.

Skills

Organizational skills

Communication skills

Microsoft Office

Adult learning

Data analysis

Coaching

Contact center knowledge

Education

Bachelor’s degree in Education

Tools

LMS

Job description

Sallie Mae is seeking an Associate, Education to design, deliver, and evaluate educational programs for new and tenured employees. The role includes managing New Hire Education staff, coaching, and ensuring compliance and performance targets are met.

You will develop curricula for onboarding, product knowledge, and systems, and you will deliver training across in-person, virtual, and e-learning formats to drive customer service excellence and operational readiness.