Customer Experience Training Specialist

About the role

Under the direction of the Manager, Customer Experience, the Customer Experience Training Specialist (CX Training Experience Specialist) is responsible for high‑level training and coaching of Yaamava’ Service Standards to elevate service to a best‑in‑class experience for team members and guests. The specialist creates, implements, facilitates, revises, and continuously develops the Service Excellence program, Leadership Immersion Training program, and other service‑related training. The role works closely with other departments and divisions of the CX department to ensure alignment in service expectations and execution, and supports the Customer Experience department by interacting with internal and external customers, providing consistent and timely information to leadership and key stakeholders while championing Tribal Community vision, mission, and values.

Responsibilities

• Design, implement, facilitate, and revise training material for various service‑related programs.
• Facilitate learning via classes, workshops, coaching, and mentoring.
• Consult, influence, and collaborate with stakeholders, subject‑matter experts, and vendors to develop innovative, blended, capability‑building training solutions.
• Conduct Day 2 of New Employee Orientation for all resort team members.
• Facilitate additional touchpoints with guest‑facing team members during their onboarding period.
• Maintain working knowledge of basic departmental operations to ensure training relevance across the enterprise.
• Engage with all levels in the company to communicate organizational development initiatives, training, and opportunities.
• Maintain accurate records of training completion.
• Communicate with departments regarding outstanding training and feedback shared during team‑member touchpoints.
• Maintain and safeguard confidential records and information, using discretion when processing sensitive information, and serve as a liaison with departments on behalf of Customer Experience.
• Perform other duties as assigned to support the efficient operation of the department.

Qualifications

• Bachelor’s degree required.
• Minimum of two (2) years of experience in the customer service industry required.
• Training experience is preferred.
• Related, relevant, and/or direct experience may be considered in lieu of the minimum educational requirement.

Skills

• Clear verbal and written communication in English; bilingual ability preferred.
• Excellent presentation skills.
• Intermediate proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Knowledge of development, assessment, or instructional delivery of quality‑assurance training preferred.

Licenses, Certifications, and Registrations

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license. This role does not require a driver’s license or insurance.

Physical Requirements / Working Conditions

The primary work environment is a climate‑controlled office setting. The position requires travel to meetings, trade shows, and conferences and may involve evening, weekend, and holiday shifts. The role demands the ability to work in a fast‑paced, high‑demand environment.

• Strength sufficient to exert up to 10 lb occasionally and up to 40 lb occasionally.
• Predominantly sedentary work, involving prolonged sitting and constant computer use.
• Physical activities include balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient for conversational levels in person, via videoconference, and over the telephone.
• Speech sufficient to be heard and understood in person, in groups, meetings, videoconferences, and over the telephone.
• Close visual acuity for data analysis, transcribing, computer work, extensive reading, and visual inspection of people and facilities.
• Mobility to safely move in an office, walk, stoop, bend, kneel, and operate a motor vehicle for travel to events and properties.
• Endurance to sit, walk, and stand for extended periods and maintain efficiency throughout long shifts.
• Potential exposure to fumes or airborne particles, including secondhand smoke.
• Reasonable accommodations will be provided in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth, and well‑being of its employees. Join our team today!