Lead Learning Specialist

Draper, Utah Requisition Number R0032199 Subsidiary StubHub

Organization

StubHub,www.stubhub.com(an eBay company NASDAQ: EBAY)

StubHub’s purpose is to connect people to inspiring event experiences. We connect fans with their favorite teams, shows and artists and introduce them to the ones they'll love next. As the largest secondary ticket marketplace in the world, we enable fans to buy and sell tickets to tens of thousands of events, whenever they want, through our desktop and mobile experiences, including our StubHub app for iPhone, iPad, Apple Watch and Android. Offering a superior fan experience at its core, StubHub reinvented the ticket resale market in 2000 and continues to lead it through innovation. Our industry firsts include the introduction of the first ticketing application, and the first interactive seat mapping tool. In 2018 StubHub was named America’s Best Companies for Customer Service for ticketing by Newsweek. Our business partners include more than 130 properties in MLB, NBA, NHL, MLS and NCAA, plus AEG, AXS and Spectra Ticketing & Fan Engagement. With the acquisition of Ticketbis in August 2016, throughout the world, StubHub provides the total end-to-end event going experience. StubHub is an eBay company (NASDAQ: EBAY). For more information on StubHub, visit StubHub.com or follow @StubHub on Twitter, Facebook and Instagram or YouTube.com/StubHub.

Our values

StubHub One – We act as one team in pursuit of connecting people through inspiring event experiences.

At StubHub, we are:

Driven – We strive for excellence – constantly improving our game

Courageous – We are bold & not afraid to challenge the status quo

Inventive – We see what others don’t & pioneer new paths

Richly Diverse – We recognize & respect everyone as a unique individual

Brand – We experience the world through StubHub

The Opportunity

Lead Learning Specialist  – Level 22

You will play a key role in aligning and supporting our outsource partner training teams to ensure consistency around various processes including training ramp plans, training coordination and scheduling, material and process feedback and updates, train-the-trainer and new hire trainings, teammate performance tracking, trainer certifications, and more. Through excellent communication and facilitation skills, you will prepare our partners to deliver consistent world-class, fan-first customer experiences.

Responsibilities

  • Deliver engaging instructor-led trainings (ILT) covering new hire content, up-skilling material, and refresher training both in-house and at our outsource (OS) partners abroad.

  • Support, maintain, and evolve the ongoing implementation of learning partner practices, processes, and requirements to ensure effective delivery of learning solutions (new partner training ramps, ongoing new hire, upskilling, etc.), classroom management, and StubHub process/product SME knowledge.

  • Ensure the partner training playbook is current and partner-training teams are held accountable to agreed expectations.

  • Drive continuous improvement in training and delivery processes by soliciting feedback and learning from partner training teams.

  • Partner with OS training leaders and stakeholders to understand and validate potential adjustments to training curriculum or calendar based on cultural and regional nuances, identify gaps in knowledge and work with StubHub instructional designers and training manager address.

  • Understand and share trends on partner learning performance (i.e. new hire pass rate, attrition through new hire & nesting, assessment results and completion rates) and share out on progress of OS training classes.

  • Ensure trainer certification program and train-the-trainer processes are followed, provide feedback/input on ways to improve these processes.

  • Serve as coach and role model to partner trainers, engage in weekly development and coaching sessions with the OS training team leaders.

  • Collaborate with other StubHub learning specialists and instructional designers on a continuous cycle of feedback and improvement to update facilitator guides and training content.

  • Take Customer Experience calls/chats weekly and conduct side-by-side call listening and coaching to maintain process and business knowledge.

  • Mentor and coach others to improve their craft while being open to feedback and coaching to enhance your own skill set.

  • Work on special projects and additional duties as assigned.

Requirements & Experience

  • Bachelor's degree in training, education, facilitation, or similar, Master's preferred.

  • 3+ years adult education experience, call center environment preferred.

  • 2+ years experience interacting with global teams or outsource partners.

  • 2+ years experience coaching and mentoring.

  • Willingness to travel for extended periods of time (travel may be required up to 25% of the time).

  • Flexible, adaptable, and able to autonomously handle various tasks in a dynamic, fast-paced, iterative development environment with short turn-around times.

  • Great social communication skills, an enthusiastic and dynamic teammate, with a positive and “Can Do” attitude to get the job done.

  • Proficient with presentation tools (Microsoft Office Suite, Google Apps, etc.).

  • Ability to innovate, learn, and adjust to meet the needs of the business.

  • Maintains reasonable, consistent and predictable attendance.

  • Leads within the organization communicating vision, actions and results.

  • A fan of music, sports, theater or all three!

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eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

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