Requirements
- Eight (8) to eleven (11) years of relevant professional experience of a demonstrated equivalent level of expertise.
- Five (5)+ years designing and delivering technical training for frontline roles (field service, service desk, or technical operations), including onboarding and skill progression.
- Demonstrated ability to teach diagnostic thinking (root cause approach) and drive measurable performance improvement (e.g., improved first-time fix, reduced repeat dispatches, improved ticket quality).
- Strong facilitation skills across virtual and in-person environments; able to lead mixed-experience cohorts and drive hands-on practice.
- Proficiency with enterprise productivity and documentation tools (Microsoft 365: PowerPoint, Word, Excel) and content repositories (SharePoint, Confluence, or equivalent).
- Working knowledge of IT service management workflows and ticket quality standards, including experience using an ITSM/ticketing platform (e.g., Salesforce Service Cloud, ServiceNow, Jira Service Management, Zendesk, or equivalent).
- Experience authoring and maintaining operational knowledge content (knowledge articles, runbooks, job aids) content production and delivery platforms (e.g. Clipchamp, Articulate360, Articulate Rise, SmarterU, ALM, Docebo, Fuse, or equivalent).
- Ability to use data to convert insights into targeted interventions and prioritize training improvements (Salesforce Reporting, Excel, and Tableau preferred; ability to interpret case and work order trends and convert insights into targeted interventions).
- Ability and willingness to travel domestically and internationally as needed for labs, pilots, and launch support; flexibility for occasional after-hours coordination during critical events.
Nice to Have
- Experience supporting automated retail, kiosks, vending, IoT/edge devices, or other distributed hardware fleets.
- Experience with fleet/network management and monitoring/telemetry platforms (e.g., cellular router dashboards such as Cradlepoint NetCloud Manager or equivalent; Splunk, Datadog, Grafana/ELK, or similar).
- Experience with field service management and dispatch workflows (e.g., Salesforce Field Service, Dynamics 365 Field Service, ServiceMax, or equivalent).
- Familiarity with parts/inventory operations and evidence-based replacement discipline (trunk stock compliance, RMA flows, parts usage controls).
- Experience administering or operating within an LMS/LXP (publishing content, managing enrollments, reporting completions/certifications); SCORM/xAPI familiarity a plus.
- Experience with eLearning authoring and lightweight media production (e.g., Articulate Rise/Storyline, Captivate, Camtasia, or equivalent) to create modular training for distributed technicians.
- Experience building partner enablement programs (vendor training, train-the-trainer certification, quality audits, and governance scorecards).
- Comfort with performance analytics and dashboards (Power BI/Tableau or equivalent) to report training effectiveness and operational outcomes.
Benefits
- Company events that celebrate the spirit of Pokémon.
- Competitive cash-based compensation programs.
- 100% employer-paid healthcare premiums for you.
- Generous paid family leave.
- Employer-paid life insurance.
- Employer-paid long and short-term income protection insurance.
- US Employees: 401k Employer Matching.
- UK/IRE/MX Employees: Pension Employer Contributions.
- Fitness reimbursement.
- Commuter benefit.
- LinkedIn learning.
- Comprehensive relocation package for certain roles.
Work Arrangement
Hybrid
Additional Information
- Requires occasional after-hours coordination during critical incidents or major releases (training updates, field comms, rapid refreshers).
