Field Service Training Lead - Gaming Ops

Light and Wonder International, Inc.; Las Vegas (NV); On-site; USD 70,000 - 90,000; Full time

Job summary

Light & Wonder in Las Vegas seeks a Service Operations Trainer to translate new products, workflow software, and service processes into day-to-day field operations. You will partner with instructional design, Salesforce Support, product, and technical teams to deliver high-quality training, drive change management, and improve processes.

This role focuses on readiness, competency, and alignment as the organization evolves, leading live in-person and virtual sessions and contributing to testing

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years of experience of dedicated training, teaching, or related experience.
• Valid gaming card and/or the ability to obtain required jurisdictional licenses.
• Must be at least 21 years of age, as required by law. Experience with change management and continuous improvement methodology.
• Lean Six Sigma experience preferred.
• Casino operations and gaming experience preferred.

Responsibilities

• Drive change management related to changes in standard operating procedures, FAQs, and communications.
• Act as a Salesforce SME for initiatives and projects.
• Oversee all Salesforce new hire training.
• Lead recurring SME meetings with field service leadership.
• Act as liaison between field service, product development, and technical teams.
• Contribute to product reviews, software testing, and workflow design.
• Combine instruction, process improvement, and technology enablement in one role.
• Assess competency and identify continuous improvement opportunities, not just training.
• Partner with instructional designers to create engaging training programs.
• Lead live in-person and web-based training sessions for internal clients.
• Identify opportunities for continuous process improvement within field service.
• Assess service technician competency of workflow software.
• Contribute to testing and development of workflow software.
• Oversee change management communications for software enhancements and process changes.
• Remain knowledgeable of new products and services.
• Support technical product training across product lines as needed.

Skills

Facilitation

Presentation skills

Analytical thinking

Stakeholder management

Written communication

Problem solving

Change management

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Job description

Light & Wonder in Las Vegas seeks a Service Operations Trainer to translate new products, workflow software, and service processes into day-to-day field operations. You will partner with instructional design, Salesforce Support, product, and technical teams to deliver high-quality training, drive change management, and improve processes.

This role focuses on readiness, competency, and alignment as the organization evolves, leading live in-person and virtual sessions and contributing to testing