Job Summary

The Learning Experience Design Specialist will elevate performance across our Customer Care call center workforce. This role will design and develop training courses, oversee quality audits, maintain knowledge resources, and partner with leaders and our outsource team to drive service excellence.

Job Description

Experience Required: 3 to 5 years instructional design and/or adult learningExperience Desired: 2-4 years developing training intended for call center workforceRetail industry experience an asset;Experience creating training materials and using quality assurance tools.Education Required: Bachelors Degree in Adult Education or Instructional Design

Job Responsibilities

Lead, design, and manage the full training lifecycle (needs analysis, curriculum design, evaluation, continuous improvement) for Customer Care Advocates.Own training oversight for outsourced partners, lead calibration, conduct facilitation audits, and deploy targeted upskilling plans.Manage and govern all learning and knowledge assets with version control and structured content review cycles.Manage call and case audit process; utilize technology tools to analyze quality assurance data to identify trends and coaching opportunities and provide recommendations for improvement.Continuously evaluate training methodology and provide recommendations for modernization.Provide coaching and support to improve accuracy, service quality, and productivity.Facilitate cross-functional alignment to standardize processes and performance expectations.Manage change communication cadence to ensure readiness for process updates and content changes as well as critical intraday messagingLead special projects tied to service excellence and operational readiness including providing limited frontline support during spikes in volume by taking calls and creating cases.

About Us

At Giant Eagle Inc., we’re more than just food. We’re one giant family of diverse and talented Team Members. Our people are the heart and soul of our company. It’s why we strive to create a nurturing environment that offers countless career opportunities to grow. Deep caring and solid family values are what makes us one of the top workplaces for jobs in the Greater Pittsburgh, Cleveland, Columbus and Indianapolis Areas. From our Warehouses to our grocery Stores and through our Corporate office, we are working together to put food on shoppers' tables and smiles on their faces. We’re always searching for the best Team Members to welcome to our family. We invite you to join our Giant Eagle family. Come start a lasting career with us.