Service Excellence Training Architect

Yaamava Resort & Casino at San Manuel; Highland (CA); On-site; USD 60,000 - 85,000; Full time

Job summary

Yaamava Resort & Casino at San Manuel is seeking a Customer Experience Training Specialist to elevate service standards and lead the development of the Service Excellence and Leadership Immersion Training programs. You will design, implement, and refine training materials and coach staff to align with tribal values.

Work closely with CX and other departments to ensure consistent execution, maintain training records, and support onboarding while adapting content for a fast-paced casino

Qualifications

• Bachelor’s degree required; minimum two years in customer service
• Training experience preferred; related experience may be considered in lieu of education

Responsibilities

• Designs, implements, revises, and updates training material for service programs
• Conducts new employee orientation and onboarding touchpoints
• Maintains knowledge of operations to ensure training is relevant enterprise-wide
• Keeps training records and communicates feedback to departments
• Safeguards confidential information and liaises with departments
• Performs other duties to support CX operations

Skills

Customer service

Training

Coaching

Communication

Blended learning

Education

Bachelor's degree

Training experience

Tools

MS Office

PowerPoint

Excel

Outlook

Job description

Yaamava Resort & Casino at San Manuel is seeking a Customer Experience Training Specialist to elevate service standards and lead the development of the Service Excellence and Leadership Immersion Training programs. You will design, implement, and refine training materials and coach staff to align with tribal values.

Work closely with CX and other departments to ensure consistent execution, maintain training records, and support onboarding while adapting content for a fast-paced casino