Content & Training Coordinator

Principal Purpose of Position:

• Works collaboratively to develop onboarding and training programs that supports key business objectives, and shows consistency across ARI’s customer journey.
• Coordinates new hire onboarding schedules for all departments supported by Sales & Service Enablement in both the US and Canada.
• Collaborates with Training team, Sales, Service, & Strategic Services leadership to support the creation, update, and maintenance of onboarding and training materials including curricula, eLearnings, instructor led sessions, and process guides.
• Responsible for tracking for Headcount and Peer Training to forecast staffing and onboarding needs, and optimal engagement between new hires and peer trainers.
• Facilitates feedback from each new hire cohort; facilitates visibility, recommendations, and improvements to continually adapt and optimize onboarding.
• Works collaboratively to identify opportunities and knowledge gaps with interdepartmental leaders; collaborates on plan and execution to best address those needs.
• Coordinates cross-training requests for exposure to roles within Sales and Service, or team members interested in exploring roles in other areas of the business.
• Performs instruction, internal training facilitation, and third party training coordination as needed.
• Prepares training status reports, exhibits, memoranda and training procedures as required.
• Creates and manages client driver surveys; assists with survey design, deployment, and results.
• Demonstrates ongoing proficiency in subject matter knowledge including Holman Enterprises and Fleet & Mobility, products and services, as well as industry and competitive differentiation.
• Applies branding and style guidelines along with defined processes and best practices to deliver the right content in the right format; supports continuous improvement for ongoing refinement.
• Remains current on developments in Holman’s training and instructional methodologies, including technology enhancements, new content and approaches.
• Trained as subject matter expert, resource, and backup for mail distribution.
• Supports the development and maintenance of additional resource materials, process documents, and communications as appropriate.
• Exhibits absolute discretion and professionalism with sensitive information.
• Perform all other duties and special projects as assigned

Education and/or Training:

• Bachelor’s degree required
• A degree in organizational development or related field preferred
• Additional education, certifications, or experience are a plus
• Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint, etc.)
• Proficient in Zoom

Relevant Work Experience:

• 1-3 years’ experience in customer service or training & facilitation preferred
• Possess knowledge and experience in instructional design
• Possess strengths and experience in presenting and/or training small to large size groups.
• Experience in Articulate suite a plus
• Experience in Survey Monkey and Mach Form a plus

Planning/Organizing/Managerial Knowledge:

• Must be organized yet flexible and able to quickly and effectively change priorities and direction, and have a willingness to work varying schedules when needed.
• Requires information search and research skills, analytical and creative problem solving skills, questioning and feedback skills and commitment to quality, responsibility, high work standards, and initiatives.
• Some travel may be required
• A thorough understanding of the fleet management industry and ARI’s products and services preferred.
• Must have ability to build and maintain positive internal relationships
• Effectively manages time and consistently meets deadlines with some guidance from manager
• Demonstrates accuracy, thoroughness and effectiveness in work
• Demonstrates attention to detail and commitment to doing quality work
• Adjusts quickly to new or changing assignments, processes and people
• Displays professionalism and remains composed when faced with challenges
• Learns from experience; modifies behavior to be more effective
• Recognizes one’s own strengths and opportunities for growth
• Uses existing procedures to solve routine or standard problems; applies some degree of judgement and discretion
• Applies basic knowledge of theories, practices and procedures to complete assigned work
• Decisions are guided by policies, procedures and business plan; receives some guidance and oversight from manager

Communicating & Influencing Skills:

• Requires excellent one-on-one and group presentation and facilitation skills.
• Must possess superior written, oral and presentation skills.
• Excellent interpersonal communication and relationship building are required.
• Must have excellent overall customer service skills
• Ability to express information and ideas in a clear and organized manner
• Gathers, clarifies, and applies information to provide timely and effective responses to the needs of both internal and external customers
• Takes personal responsibility for customer satisfaction and loyalty
• Works independently or with others within own area or department to achieve team goals
• Offers support to other team members; follows through on commitments
• Applies emotional intelligence in responses and reactions
• Demonstrates consistency between words and actions
• Listens openly and carefully to others’ ideas and suggestions; respects opposing points of view
• Consistently earns trust, loyalty and respect of others

#LI-Hybrid

#LI-LS1