Learning Delivery & Training Operations Lead

Intuit

Cleveland (OH)

Hybrid

USD 60,000 - 90,000

Full time

45 hours ago

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Job summary

Intuit is seeking a Facilitator & Training Coordinator in Cleveland to unify live learning delivery with operations coordination. You will deliver ILT and VILT, manage end-to-end logistics, LMS administration, scheduling, and learner communications, while tracking L1–L2 data to drive improvement.

Reporting to the Facilitation Manager, you’ll blend dynamic classroom facilitation with meticulous record-keeping, coaching, and cross-functional collaboration to align training with KPIs and quality

Qualifications

Associate's or Bachelor's degree in HR, Education, Organizational Development, Business Administration, or related field — or equivalent professional experience
3–5 years facilitating training in contact center, customer service, financial services, or similar environments, with demonstrated success in blended learning (ILT, VILT, eLearning)
1–3 years of training coordination, learning operations, HR administration, or event/program management
Experience with at least one enterprise LMS (Workday Learning, Docebo, Cornerstone OnDemand, or equivalent)
Proficiency with virtual platforms (Zoom, Teams, Webex, Google Meet) and Microsoft Office or Google Workspace
Clear, professional written and verbal communication; comfort compiling and presenting clean, accurate metrics

Responsibilities

Deliver ILT and VILT sessions on customer service, product knowledge, communication skills, systems navigation, and role-specific content across new hire onboarding, upskilling, and continuous learning programs
Create an inclusive, participatory learning environment grounded in adult learning principles; use role plays, case studies, call simulations, and scenario-based exercises (learners doing 80%, facilitator guiding 20%)
Facilitate nesting and on-the-job practice with coaching, feedback, and structured debriefs before learners are released to production
Adjust delivery in real time based on group energy and comprehension signals; provide 1:1 and small-group coaching for learners needing reinforcement
Partner with QA and Operations to align content with current KPIs, quality benchmarks, and performance standards
Own end-to-end scheduling of sessions — calendar setup, learner invitations, rescheduling, cancellations; serve as day-of logistics lead (virtual session setup, breakout rooms, real-time issue resolution)
Manage learner enrollment, waitlists, completions, and certifications in the LMS; maintain accurate, audit-ready records and distribute compliance reports
Prepare and version-control training materials, workbooks, facilitator guides, and job aids; coordinate supplies, vendors, and invoicing
Draft pre-training communications, reminders, pre-work instructions, and post-training follow-ups; distribute evaluation surveys within 24 hours of session close
Track and report attendance, no-show rates, completions, learner satisfaction (L1), and post-training assessment results (L2) on a weekly/monthly cadence
Identify patterns (scheduling conflicts, low-completion cohorts, engagement trends) and proactively surface insights; maintain training calendars, trackers, and dashboards
Participate in post-session debriefs and contribute to the Facilitator Community of Practice