Senior Training Designer & Onboarding Lead

Herff-Jones,-LLC; Indianapolis (IN); On-site; USD 61,000 - 75,000; Full time

Job summary

Herff Jones, an Indianapolis-based leader in graduation and educational products, seeks a Sr. Training Specialist to elevate our Customer Service learning program. You will design curricula, facilitate sessions, and partner with CS leadership to drive proficiency and performance.

Reporting to the Customer Service Manager, you will build onboarding and ongoing development materials, translate complex processes into clear content, and measure training impact to deliver ongoing improvements.

Qualifications

• Four-year college degree – BA or BS required.
• 3+ years of experience in customer service, training, learning and development.
• Experience designing and delivering training programs.
• Strong communication and presentation skills.

Responsibilities

• Design and develop engaging training programs, learning materials, facilitator guides, job aids, assessments, and other instructional resources.
• Analyze business processes, performance gaps, customer feedback, and operational changes to identify training needs.
• Translate complex processes, procedures, and system functionality into clear, practical learning content.
• Develop new-hire onboarding and ongoing professional development curricula.
• Maintain and update training content to reflect changes in policies, procedures, systems, products, and customer service expectations.
• Apply adult learning principles and instructional design best practices to training development.
• Incorporate hands-on exercises, scenarios, role-playing, knowledge checks, and other interactive learning techniques.
• Liaison with CS management and CS operations to deliver a new hire Customer Service training schedule that meets the business' requirements and adjusts it where appropriate if business requirements change.
• Facilitate engaging instructor-led, virtual, and blended learning sessions for new hires and existing employees.
• Create an inclusive learning environment that encourages participation, questions, collaboration, and knowledge retention.
• Deliver training on customer service processes, systems, order entry, problem resolution, communication, and department-specific procedures.

Skills

Instructor-led training

Virtual training

Curriculum development

Adult learning principles

Communication skills

Project management

Instructional design

Cross-functional collaboration

Microsoft Office

Education

BA/BS degree

Tools

Microsoft Office Suite

Job description

Herff Jones, an Indianapolis-based leader in graduation and educational products, seeks a Sr. Training Specialist to elevate our Customer Service learning program. You will design curricula, facilitate sessions, and partner with CS leadership to drive proficiency and performance.

Reporting to the Customer Service Manager, you will build onboarding and ongoing development materials, translate complex processes into clear content, and measure training impact to deliver ongoing improvements.