Member Services Training Specialist

About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities. With more than 30+ billion digitized global historical records, 125+ million family trees, and 22+ million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives.
We are committed to our location flexible work approach, allowing you to work from where you want — in an office or from home or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. 
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

Ancestry is looking for a Training Specialist to join our Lehi Member Services team. The Member Services team supports Ancestry members through multiple channels, ensuring their success on their journeys of personal discovery. As a Training Specialist on the Member Services training team, you will contribute to the success of the department by ensuring employees have the knowledge and training needed to deliver outstanding member experiences. You will assist the training manager with designing and delivering a wide variety of training for current employees and new hires, by facilitating classroom (virtual and in-person) training, and by creatively developing engaging eLearning courses. What You'll Do:

• Design and develop eLearning courses to high standards under short timelines using various programs (rapid design, development, and iteration will be key to success)
• Support and facilitate the onboarding of newly hired MS employees and outsource partners
• Facilitate training through various methods: LMS, videos, facilitator-led groups, one on one, and video conferencing
• Observe the facilitation of the new hire training delivered by outsource partners – providing feedback and assessing improvements needed
• Work with the MS training manager, and the training and operations teams to identify opportunities to improve training and fill knowledge gaps
• Perform learning needs analysis and identify opportunities to upskill the team to improve the customer experience/against KPIs
• Evaluate training effectiveness through assessments and metrics
• Liaise with Marketing and Product teams to ensure Member Services is informed, trained, and upskilled in advance of any changes which impact customers
• Assist with the modifying and updating of existing courses and documentation as needed
• Assist with managing the organization and maintenance of the internal knowledgebase by writing/posting articles, campaigns, and announcements and keeping existing information current

Who You Are:

• Bachelor’s degree in a relevant field and/or 2+ years of formal training, instructional design, or curriculum development experience
• Strong presentation skills and the ability to interact and communicate professionally
• Experience with Articulate Storyline 360 preferred
• Experience with Learning Management Systems (LMS) preferred
• A history of meeting or exceeding company goals and metrics in your current and previous positions
• Highly driven with the proven ability to work autonomously
• Passionate about people, learning, engagement, training, development, and quality – with the customer being the key focus of training
• Excellent writing skills, including the ability to provide clear instructions regarding how to complete a task
• Proven ability to learn and deeply understand a new industry (family history)
• Tech-savvy and adept at learning new software quickly
• A keen understanding of adult learning principles
• A demonstrated ability to generate new ideas and methodologies
• The ability to accept feedback and be coachable

Additional Information:

Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.

All job offers are contingent on a background check screen that complies with applicable law.  For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.  

Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.