Learning & Development Specialist
Guardian Alarm · Detroit Metropolitan Area · 3 wk ago
HybridFull-time
We need to output HTML fragment with sections for headings: About the role? Actually the posting includes "General Purpose & Essential Duties" and then sub-sections: Learning Needs & Skills Assessment, Instructional Design & Learning Content Development, Training Facilitation & Employee Development, Learning Management System & Digital Learning, New Technology, Platform & Change Enablement, Training Effectiveness & Learning Measurement, Industry Knowledge & Continuous Learning, Cross-Functional Partnership, Required Skills, Abilities, Education & Experience.
We need to use for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). But we can also use other headings? The instruction says use
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). But we can also use other headings? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests those are examples, but we should use for any section headings we include. So we will wrap each section heading in . We must not repeat the job title as a heading. Also we must not include Job ID etc. We must remove boilerplate like EEO etc. So we will cut off at "Equal Opportunity Employer This employer is required to" and not include that.
We need to preserve all substantive information. So we need to include the content under each heading as paragraphs or lists.
We need to decide which sections to include: The posting has many sub-sections under General Purpose & Essential Duties. We could group them under a single "Responsibilities" heading, or we could keep the subheadings as separate sections. The instruction says prefer a few substantive sections over many thin ones. So we could combine the duties into a "Responsibilities" section with subheadings maybe as ? But only allowed for section headings. We could still use for each major duty area, but that might be many sections. However we can combine into one "Responsibilities" and then use - for each duty area? But the content includes detailed paragraphs; we could keep them as paragraphs under the responsibilities section.
Better: Use
for "Responsibilities" and then include paragraphs summarizing each duty area? But we must preserve ALL substantive information; we cannot summarize away detail. So we need to keep the detailed text. We could keep the original subheadings as ? Not allowed? The instruction only says use for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other heading levels, but to be safe we could still use for each major section, but that may be many sections. However the instruction says prefer a few substantive sections over many thin ones. So we should combine.
Thus we can have sections: About the role (maybe a brief overview), Responsibilities (combined all duty areas), Required Skills, Abilities, Education & Experience (Qualifications). Possibly also Benefits, Pay, Schedule if present - not present. So we omit those.
We need to include "About the role" maybe from the first paragraph: "General Purpose & Essential Duties: The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs..." That's essentially the role purpose. We could put that under About the role
as a paragraph.
Then Responsibilities
containing all the detailed duty sections as paragraphs or lists. We could break each duty area into but maybe not needed. We could use - for each duty area, but inside each li we can have paragraphs. That would preserve detail.
Similarly,
Qualifications
for Required Skills, Abilities, Education & Experience.
We must not include boilerplate like EEO.
Let's extract the content.
First, the "General Purpose & Essential Duties:" paragraph: "The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs that build the knowledge, skills, and capabilities of employees across Customer Operations.This role supports learning throughout the employee lifecycle, including new-hire onboarding, role-specific development, cross-training, systems and platform training, process changes, customer experience initiatives, compliance, refresher training, performance improvement, and ongoing professional development. The Customer Operations Learning & Development Specialist serves as the primary learning resource for the function, partnering with leaders and subject matter experts to identify skill and knowledge gaps, determine appropriate learning interventions, and create engaging instructor-led, virtual, digital, and blended learning experiences grounded in adult learning principles. This role is responsible not only for delivering training, but also for assessing whether learning results in demonstrated knowledge, skill development, adoption, and improved performance."
We'll put that as a paragraph under About the role.
Now responsibilities: We have several sections each with a heading and detailed bullet-like paragraphs (though not using bullet list). We'll convert each to a - with its content.
Sections:
1. Learning Needs & Skills Assessment
2. Instructional Design & Learning Content Development
3. Training Facilitation & Employee Development
4. Learning Management System & Digital Learning
5. New Technology, Platform & Change Enablement
6. Training Effectiveness & Learning Measurement
7. Industry Knowledge & Continuous Learning
8. Cross-Functional Partnership
We need to copy the text exactly as given (preserve all substantive information). Ensure we don't lose any sentences.
Let's copy each section's content.
I'll copy from the text:
**Learning Needs & Skills Assessment**
Partner with Customer Operations leadership to identify current and emerging knowledge, skill, and performance gaps across teams and roles.
Conduct and support skills assessments, knowledge assessments, proficiency evaluations, and other learning-needs analyses to determine where training or development intervention is appropriate.
Analyze assessment results, performance trends, leader feedback, quality results, and other available information to identify learning priorities.
Distinguish between performance issues that can be addressed through training and those requiring other operational or leadership interventions.
Establish appropriate learning objectives and proficiency expectations based on identified business and employee-development needs.
Partner with leaders to develop targeted learning and reinforcement plans for employees or groups who do not initially demonstrate required proficiency.
Periodically reassess skills and knowledge to identify emerging development needs and support continuous employee growth.
**Instructional Design & Learning Content Development**
Design comprehensive learning programs using adult learning principles and instructional-design methodologies.
Develop engaging instructor-led, virtual, blended, and self-paced learning experiences appropriate to the subject matter and learner population.
Create lesson plans, presentations, facilitator guides, participant materials, exercises, simulations, assessments, e-learning modules, job aids, and other instructional resources.
Translate complex operational, technical, and customer-facing information into practical learning experiences employees can understand and apply.
Partner with subject matter experts and operational leaders to validate technical accuracy while maintaining ownership of instructional design and learning methodology.
Incorporate real-world scenarios, hands-on practice, role-play, simulations, and other experiential learning techniques when appropriate.
Continuously evaluate and improve learning content based on learner performance, feedback, business changes, and measured training effectiveness.
**Training Facilitation & Employee Development**
Facilitate engaging and effective training for Customer Operations employees across the full employee lifecycle, including new-hire onboarding, role-specific development, cross-training, upskilling, systems training, process changes, refresher training, and performance improvement.
Deliver training through classroom, virtual, e-learning, blended, and hands-on formats based on learning objectives and business needs.
Create an inclusive, participative learning environment that encourages questions, practice, collaboration, accountability, and confidence.
Adapt facilitation techniques to different learning styles, experience levels, and learner needs while maintaining established proficiency expectations.
Provide constructive, timely feedback to learners and reinforce expectations throughout the learning process.
Partner with leaders following training to support knowledge transfer, reinforcement, and successful application on the job.
Create meaningful recognition opportunities that celebrate learning milestones, skill achievement, new-hire graduation, cross-training completion, and employee development.
**Learning Management System & Digital Learning**
Serve as the primary Customer Operations learning resource for effective use and adoption of Guardian's Learning Management System (LMS).
Build, publish, assign, administer, and maintain digital learning content and learning paths within the LMS.
Leverage virtual learning capabilities to provide scalable and accessible training across Customer Operations teams and locations.
Monitor course completion, assessment results, learner participation, and other available LMS data to evaluate learning progress and compliance.
Identify opportunities to move appropriate learning into self-paced, virtual, or blended formats without sacrificing learning effectiveness.
Evaluate new learning technologies, tools, and delivery methods and recommend opportunities to improve accessibility, engagement, scalability, and effectiveness.
Promote consistent use of the LMS as an ongoing development resource rather than solely as a course-completion platform.
**New Technology, Platform & Change Enablement**
Partner with Customer Operations leaders, project teams, technology partners, and subject matter experts when new systems, platforms, tools, products, or processes are introduced.
Assess how operational changes affect employee knowledge, skills, workflows, and behaviors and determine appropriate training requirements.
Develop and execute learning plans that prepare employees for successful adoption of new tools, processes, and ways of working.
Apply practical change-management principles to training design and delivery, recognizing that successful learning requires both understanding and adoption.
Participate in appropriate system demonstrations, testing, implementation planning, and readiness activities to develop sufficient understanding to create and deliver effective training.
Identify potential learning or adoption barriers and partner with leadership to address them before and following implementation.
Develop remediation or reinforcement training when assessments identify employees who have not yet demonstrated required proficiency.
**Training Effectiveness & Learning Measurement**
Develop appropriate pre-training and post-training assessments to measure knowledge acquisition, skill development, proficiency, and readiness.
Evaluate whether employees can demonstrate and apply required skills following training rather than relying solely on course completion or participant satisfaction.
Establish meaningful measures of training effectiveness and monitor results over time.
Gather learner and leader feedback and use findings to improve content, facilitation, and learning approaches.
Partner with operational leadership to evaluate post-training adoption and determine whether learning is translating into improved employee performance.
Recommend reinforcement, retraining, coaching, or additional development when learning objectives have not been achieved.
Maintain training records and provide leadership with meaningful insight regarding participation, completion, proficiency, and learning outcomes.
**Industry Knowledge & Continuous Learning**
Maintain awareness of trends, best practices, tools, technologies, and regulatory developments relevant to Customer Operations and the security industry.
Leverage credible industry knowledge bases, professional resources, manufacturer materials, technology-provider resources, and other external sources to strengthen learning content.
Research emerging learning practices and technologies and evaluate their potential application within Guardian.
Develop and maintain working knowledge of Guardian's Monitoring, Customer Care, Technical Support, Customer Retention, systems, products, and customer experience processes to effectively support learning across Customer Operations.
Continuously strengthen personal instructional-design, facilitation, technology, and adult-learning capabilities.
**Cross-Functional Partnership**
Build strong relationships with Customer Operations leaders, subject matter experts, and frontline employees to understand learning needs and maintain relevant training programs.
Collaborate with People & Culture and other departments when organizational learning initiatives intersect with Customer Operations.
Partner closely with the Customer Operations content and knowledge-management function to ensure instructional materials are built from accurate, current operational documentation and source information.
Communicate training schedules, expectations, learner progress, assessment results, and development needs clearly to appropriate stakeholders.
Support a culture in which learning, development, feedback, skills assessment, and continuous improvement are viewed as positive and ongoing components of employee success.
Now Required Skills, Abilities, Education & Experience section:
We need to copy that block.
Let's copy:
**Required Skills, Abilities, Education & Experience**
Strong classroom and virtual facilitation skills with the ability to engage adult learners and create participative learning environments.
Strong knowledge of adult learning principles, instructional design, training methodology, and learning evaluation.
Demonstrated ability to develop instructor-led, virtual, blended, and self-paced learning programs.
Experience conducting learning-needs assessments, skills assessments, and knowledge-gap analyses.
Ability to create meaningful assessments that evaluate knowledge, proficiency, and practical application.
Strong understanding of change management and the role learning plays in successful organizational and technology adoption.
Proficiency with Learning Management Systems and comfort utilizing virtual and digital learning technologies.
Experience with
for any section headings we include. So we will wrap each section heading in . We must not repeat the job title as a heading. Also we must not include Job ID etc. We must remove boilerplate like EEO etc. So we will cut off at "Equal Opportunity Employer This employer is required to" and not include that.
We need to preserve all substantive information. So we need to include the content under each heading as paragraphs or lists.
We need to decide which sections to include: The posting has many sub-sections under General Purpose & Essential Duties. We could group them under a single "Responsibilities" heading, or we could keep the subheadings as separate sections. The instruction says prefer a few substantive sections over many thin ones. So we could combine the duties into a "Responsibilities" section with subheadings maybe as ? But only allowed for section headings. We could still use for each major duty area, but that might be many sections. However we can combine into one "Responsibilities" and then use - for each duty area? But the content includes detailed paragraphs; we could keep them as paragraphs under the responsibilities section.
Better: Use
for "Responsibilities" and then include paragraphs summarizing each duty area? But we must preserve ALL substantive information; we cannot summarize away detail. So we need to keep the detailed text. We could keep the original subheadings as ? Not allowed? The instruction only says use for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other heading levels, but to be safe we could still use for each major section, but that may be many sections. However the instruction says prefer a few substantive sections over many thin ones. So we should combine.
Thus we can have sections: About the role (maybe a brief overview), Responsibilities (combined all duty areas), Required Skills, Abilities, Education & Experience (Qualifications). Possibly also Benefits, Pay, Schedule if present - not present. So we omit those.
We need to include "About the role" maybe from the first paragraph: "General Purpose & Essential Duties: The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs..." That's essentially the role purpose. We could put that under About the role
as a paragraph.
Then Responsibilities
containing all the detailed duty sections as paragraphs or lists. We could break each duty area into but maybe not needed. We could use - for each duty area, but inside each li we can have paragraphs. That would preserve detail.
Similarly,
Qualifications
for Required Skills, Abilities, Education & Experience.
We must not include boilerplate like EEO.
Let's extract the content.
First, the "General Purpose & Essential Duties:" paragraph: "The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs that build the knowledge, skills, and capabilities of employees across Customer Operations.This role supports learning throughout the employee lifecycle, including new-hire onboarding, role-specific development, cross-training, systems and platform training, process changes, customer experience initiatives, compliance, refresher training, performance improvement, and ongoing professional development. The Customer Operations Learning & Development Specialist serves as the primary learning resource for the function, partnering with leaders and subject matter experts to identify skill and knowledge gaps, determine appropriate learning interventions, and create engaging instructor-led, virtual, digital, and blended learning experiences grounded in adult learning principles. This role is responsible not only for delivering training, but also for assessing whether learning results in demonstrated knowledge, skill development, adoption, and improved performance."
We'll put that as a paragraph under About the role.
Now responsibilities: We have several sections each with a heading and detailed bullet-like paragraphs (though not using bullet list). We'll convert each to a - with its content.
Sections:
1. Learning Needs & Skills Assessment
2. Instructional Design & Learning Content Development
3. Training Facilitation & Employee Development
4. Learning Management System & Digital Learning
5. New Technology, Platform & Change Enablement
6. Training Effectiveness & Learning Measurement
7. Industry Knowledge & Continuous Learning
8. Cross-Functional Partnership
We need to copy the text exactly as given (preserve all substantive information). Ensure we don't lose any sentences.
Let's copy each section's content.
I'll copy from the text:
**Learning Needs & Skills Assessment**
Partner with Customer Operations leadership to identify current and emerging knowledge, skill, and performance gaps across teams and roles.
Conduct and support skills assessments, knowledge assessments, proficiency evaluations, and other learning-needs analyses to determine where training or development intervention is appropriate.
Analyze assessment results, performance trends, leader feedback, quality results, and other available information to identify learning priorities.
Distinguish between performance issues that can be addressed through training and those requiring other operational or leadership interventions.
Establish appropriate learning objectives and proficiency expectations based on identified business and employee-development needs.
Partner with leaders to develop targeted learning and reinforcement plans for employees or groups who do not initially demonstrate required proficiency.
Periodically reassess skills and knowledge to identify emerging development needs and support continuous employee growth.
**Instructional Design & Learning Content Development**
Design comprehensive learning programs using adult learning principles and instructional-design methodologies.
Develop engaging instructor-led, virtual, blended, and self-paced learning experiences appropriate to the subject matter and learner population.
Create lesson plans, presentations, facilitator guides, participant materials, exercises, simulations, assessments, e-learning modules, job aids, and other instructional resources.
Translate complex operational, technical, and customer-facing information into practical learning experiences employees can understand and apply.
Partner with subject matter experts and operational leaders to validate technical accuracy while maintaining ownership of instructional design and learning methodology.
Incorporate real-world scenarios, hands-on practice, role-play, simulations, and other experiential learning techniques when appropriate.
Continuously evaluate and improve learning content based on learner performance, feedback, business changes, and measured training effectiveness.
**Training Facilitation & Employee Development**
Facilitate engaging and effective training for Customer Operations employees across the full employee lifecycle, including new-hire onboarding, role-specific development, cross-training, upskilling, systems training, process changes, refresher training, and performance improvement.
Deliver training through classroom, virtual, e-learning, blended, and hands-on formats based on learning objectives and business needs.
Create an inclusive, participative learning environment that encourages questions, practice, collaboration, accountability, and confidence.
Adapt facilitation techniques to different learning styles, experience levels, and learner needs while maintaining established proficiency expectations.
Provide constructive, timely feedback to learners and reinforce expectations throughout the learning process.
Partner with leaders following training to support knowledge transfer, reinforcement, and successful application on the job.
Create meaningful recognition opportunities that celebrate learning milestones, skill achievement, new-hire graduation, cross-training completion, and employee development.
**Learning Management System & Digital Learning**
Serve as the primary Customer Operations learning resource for effective use and adoption of Guardian's Learning Management System (LMS).
Build, publish, assign, administer, and maintain digital learning content and learning paths within the LMS.
Leverage virtual learning capabilities to provide scalable and accessible training across Customer Operations teams and locations.
Monitor course completion, assessment results, learner participation, and other available LMS data to evaluate learning progress and compliance.
Identify opportunities to move appropriate learning into self-paced, virtual, or blended formats without sacrificing learning effectiveness.
Evaluate new learning technologies, tools, and delivery methods and recommend opportunities to improve accessibility, engagement, scalability, and effectiveness.
Promote consistent use of the LMS as an ongoing development resource rather than solely as a course-completion platform.
**New Technology, Platform & Change Enablement**
Partner with Customer Operations leaders, project teams, technology partners, and subject matter experts when new systems, platforms, tools, products, or processes are introduced.
Assess how operational changes affect employee knowledge, skills, workflows, and behaviors and determine appropriate training requirements.
Develop and execute learning plans that prepare employees for successful adoption of new tools, processes, and ways of working.
Apply practical change-management principles to training design and delivery, recognizing that successful learning requires both understanding and adoption.
Participate in appropriate system demonstrations, testing, implementation planning, and readiness activities to develop sufficient understanding to create and deliver effective training.
Identify potential learning or adoption barriers and partner with leadership to address them before and following implementation.
Develop remediation or reinforcement training when assessments identify employees who have not yet demonstrated required proficiency.
**Training Effectiveness & Learning Measurement**
Develop appropriate pre-training and post-training assessments to measure knowledge acquisition, skill development, proficiency, and readiness.
Evaluate whether employees can demonstrate and apply required skills following training rather than relying solely on course completion or participant satisfaction.
Establish meaningful measures of training effectiveness and monitor results over time.
Gather learner and leader feedback and use findings to improve content, facilitation, and learning approaches.
Partner with operational leadership to evaluate post-training adoption and determine whether learning is translating into improved employee performance.
Recommend reinforcement, retraining, coaching, or additional development when learning objectives have not been achieved.
Maintain training records and provide leadership with meaningful insight regarding participation, completion, proficiency, and learning outcomes.
**Industry Knowledge & Continuous Learning**
Maintain awareness of trends, best practices, tools, technologies, and regulatory developments relevant to Customer Operations and the security industry.
Leverage credible industry knowledge bases, professional resources, manufacturer materials, technology-provider resources, and other external sources to strengthen learning content.
Research emerging learning practices and technologies and evaluate their potential application within Guardian.
Develop and maintain working knowledge of Guardian's Monitoring, Customer Care, Technical Support, Customer Retention, systems, products, and customer experience processes to effectively support learning across Customer Operations.
Continuously strengthen personal instructional-design, facilitation, technology, and adult-learning capabilities.
**Cross-Functional Partnership**
Build strong relationships with Customer Operations leaders, subject matter experts, and frontline employees to understand learning needs and maintain relevant training programs.
Collaborate with People & Culture and other departments when organizational learning initiatives intersect with Customer Operations.
Partner closely with the Customer Operations content and knowledge-management function to ensure instructional materials are built from accurate, current operational documentation and source information.
Communicate training schedules, expectations, learner progress, assessment results, and development needs clearly to appropriate stakeholders.
Support a culture in which learning, development, feedback, skills assessment, and continuous improvement are viewed as positive and ongoing components of employee success.
Now Required Skills, Abilities, Education & Experience section:
We need to copy that block.
Let's copy:
**Required Skills, Abilities, Education & Experience**
Strong classroom and virtual facilitation skills with the ability to engage adult learners and create participative learning environments.
Strong knowledge of adult learning principles, instructional design, training methodology, and learning evaluation.
Demonstrated ability to develop instructor-led, virtual, blended, and self-paced learning programs.
Experience conducting learning-needs assessments, skills assessments, and knowledge-gap analyses.
Ability to create meaningful assessments that evaluate knowledge, proficiency, and practical application.
Strong understanding of change management and the role learning plays in successful organizational and technology adoption.
Proficiency with Learning Management Systems and comfort utilizing virtual and digital learning technologies.
Experience with
? But only allowed for section headings. We could still use for each major duty area, but that might be many sections. However we can combine into one "Responsibilities" and then use - for each duty area? But the content includes detailed paragraphs; we could keep them as paragraphs under the responsibilities section.
Better: Use
for "Responsibilities" and then include paragraphs summarizing each duty area? But we must preserve ALL substantive information; we cannot summarize away detail. So we need to keep the detailed text. We could keep the original subheadings as ? Not allowed? The instruction only says use for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other heading levels, but to be safe we could still use for each major section, but that may be many sections. However the instruction says prefer a few substantive sections over many thin ones. So we should combine.
Thus we can have sections: About the role (maybe a brief overview), Responsibilities (combined all duty areas), Required Skills, Abilities, Education & Experience (Qualifications). Possibly also Benefits, Pay, Schedule if present - not present. So we omit those.
We need to include "About the role" maybe from the first paragraph: "General Purpose & Essential Duties: The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs..." That's essentially the role purpose. We could put that under About the role
as a paragraph.
Then Responsibilities
containing all the detailed duty sections as paragraphs or lists. We could break each duty area into but maybe not needed. We could use - for each duty area, but inside each li we can have paragraphs. That would preserve detail.
Similarly,
Qualifications
for Required Skills, Abilities, Education & Experience.
We must not include boilerplate like EEO.
Let's extract the content.
First, the "General Purpose & Essential Duties:" paragraph: "The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs that build the knowledge, skills, and capabilities of employees across Customer Operations.This role supports learning throughout the employee lifecycle, including new-hire onboarding, role-specific development, cross-training, systems and platform training, process changes, customer experience initiatives, compliance, refresher training, performance improvement, and ongoing professional development. The Customer Operations Learning & Development Specialist serves as the primary learning resource for the function, partnering with leaders and subject matter experts to identify skill and knowledge gaps, determine appropriate learning interventions, and create engaging instructor-led, virtual, digital, and blended learning experiences grounded in adult learning principles. This role is responsible not only for delivering training, but also for assessing whether learning results in demonstrated knowledge, skill development, adoption, and improved performance."
We'll put that as a paragraph under About the role.
Now responsibilities: We have several sections each with a heading and detailed bullet-like paragraphs (though not using bullet list). We'll convert each to a - with its content.
Sections:
1. Learning Needs & Skills Assessment
2. Instructional Design & Learning Content Development
3. Training Facilitation & Employee Development
4. Learning Management System & Digital Learning
5. New Technology, Platform & Change Enablement
6. Training Effectiveness & Learning Measurement
7. Industry Knowledge & Continuous Learning
8. Cross-Functional Partnership
We need to copy the text exactly as given (preserve all substantive information). Ensure we don't lose any sentences.
Let's copy each section's content.
I'll copy from the text:
**Learning Needs & Skills Assessment**
Partner with Customer Operations leadership to identify current and emerging knowledge, skill, and performance gaps across teams and roles.
Conduct and support skills assessments, knowledge assessments, proficiency evaluations, and other learning-needs analyses to determine where training or development intervention is appropriate.
Analyze assessment results, performance trends, leader feedback, quality results, and other available information to identify learning priorities.
Distinguish between performance issues that can be addressed through training and those requiring other operational or leadership interventions.
Establish appropriate learning objectives and proficiency expectations based on identified business and employee-development needs.
Partner with leaders to develop targeted learning and reinforcement plans for employees or groups who do not initially demonstrate required proficiency.
Periodically reassess skills and knowledge to identify emerging development needs and support continuous employee growth.
**Instructional Design & Learning Content Development**
Design comprehensive learning programs using adult learning principles and instructional-design methodologies.
Develop engaging instructor-led, virtual, blended, and self-paced learning experiences appropriate to the subject matter and learner population.
Create lesson plans, presentations, facilitator guides, participant materials, exercises, simulations, assessments, e-learning modules, job aids, and other instructional resources.
Translate complex operational, technical, and customer-facing information into practical learning experiences employees can understand and apply.
Partner with subject matter experts and operational leaders to validate technical accuracy while maintaining ownership of instructional design and learning methodology.
Incorporate real-world scenarios, hands-on practice, role-play, simulations, and other experiential learning techniques when appropriate.
Continuously evaluate and improve learning content based on learner performance, feedback, business changes, and measured training effectiveness.
**Training Facilitation & Employee Development**
Facilitate engaging and effective training for Customer Operations employees across the full employee lifecycle, including new-hire onboarding, role-specific development, cross-training, upskilling, systems training, process changes, refresher training, and performance improvement.
Deliver training through classroom, virtual, e-learning, blended, and hands-on formats based on learning objectives and business needs.
Create an inclusive, participative learning environment that encourages questions, practice, collaboration, accountability, and confidence.
Adapt facilitation techniques to different learning styles, experience levels, and learner needs while maintaining established proficiency expectations.
Provide constructive, timely feedback to learners and reinforce expectations throughout the learning process.
Partner with leaders following training to support knowledge transfer, reinforcement, and successful application on the job.
Create meaningful recognition opportunities that celebrate learning milestones, skill achievement, new-hire graduation, cross-training completion, and employee development.
**Learning Management System & Digital Learning**
Serve as the primary Customer Operations learning resource for effective use and adoption of Guardian's Learning Management System (LMS).
Build, publish, assign, administer, and maintain digital learning content and learning paths within the LMS.
Leverage virtual learning capabilities to provide scalable and accessible training across Customer Operations teams and locations.
Monitor course completion, assessment results, learner participation, and other available LMS data to evaluate learning progress and compliance.
Identify opportunities to move appropriate learning into self-paced, virtual, or blended formats without sacrificing learning effectiveness.
Evaluate new learning technologies, tools, and delivery methods and recommend opportunities to improve accessibility, engagement, scalability, and effectiveness.
Promote consistent use of the LMS as an ongoing development resource rather than solely as a course-completion platform.
**New Technology, Platform & Change Enablement**
Partner with Customer Operations leaders, project teams, technology partners, and subject matter experts when new systems, platforms, tools, products, or processes are introduced.
Assess how operational changes affect employee knowledge, skills, workflows, and behaviors and determine appropriate training requirements.
Develop and execute learning plans that prepare employees for successful adoption of new tools, processes, and ways of working.
Apply practical change-management principles to training design and delivery, recognizing that successful learning requires both understanding and adoption.
Participate in appropriate system demonstrations, testing, implementation planning, and readiness activities to develop sufficient understanding to create and deliver effective training.
Identify potential learning or adoption barriers and partner with leadership to address them before and following implementation.
Develop remediation or reinforcement training when assessments identify employees who have not yet demonstrated required proficiency.
**Training Effectiveness & Learning Measurement**
Develop appropriate pre-training and post-training assessments to measure knowledge acquisition, skill development, proficiency, and readiness.
Evaluate whether employees can demonstrate and apply required skills following training rather than relying solely on course completion or participant satisfaction.
Establish meaningful measures of training effectiveness and monitor results over time.
Gather learner and leader feedback and use findings to improve content, facilitation, and learning approaches.
Partner with operational leadership to evaluate post-training adoption and determine whether learning is translating into improved employee performance.
Recommend reinforcement, retraining, coaching, or additional development when learning objectives have not been achieved.
Maintain training records and provide leadership with meaningful insight regarding participation, completion, proficiency, and learning outcomes.
**Industry Knowledge & Continuous Learning**
Maintain awareness of trends, best practices, tools, technologies, and regulatory developments relevant to Customer Operations and the security industry.
Leverage credible industry knowledge bases, professional resources, manufacturer materials, technology-provider resources, and other external sources to strengthen learning content.
Research emerging learning practices and technologies and evaluate their potential application within Guardian.
Develop and maintain working knowledge of Guardian's Monitoring, Customer Care, Technical Support, Customer Retention, systems, products, and customer experience processes to effectively support learning across Customer Operations.
Continuously strengthen personal instructional-design, facilitation, technology, and adult-learning capabilities.
**Cross-Functional Partnership**
Build strong relationships with Customer Operations leaders, subject matter experts, and frontline employees to understand learning needs and maintain relevant training programs.
Collaborate with People & Culture and other departments when organizational learning initiatives intersect with Customer Operations.
Partner closely with the Customer Operations content and knowledge-management function to ensure instructional materials are built from accurate, current operational documentation and source information.
Communicate training schedules, expectations, learner progress, assessment results, and development needs clearly to appropriate stakeholders.
Support a culture in which learning, development, feedback, skills assessment, and continuous improvement are viewed as positive and ongoing components of employee success.
Now Required Skills, Abilities, Education & Experience section:
We need to copy that block.
Let's copy:
**Required Skills, Abilities, Education & Experience**
Strong classroom and virtual facilitation skills with the ability to engage adult learners and create participative learning environments.
Strong knowledge of adult learning principles, instructional design, training methodology, and learning evaluation.
Demonstrated ability to develop instructor-led, virtual, blended, and self-paced learning programs.
Experience conducting learning-needs assessments, skills assessments, and knowledge-gap analyses.
Ability to create meaningful assessments that evaluate knowledge, proficiency, and practical application.
Strong understanding of change management and the role learning plays in successful organizational and technology adoption.
Proficiency with Learning Management Systems and comfort utilizing virtual and digital learning technologies.
Experience with
for each major duty area, but that might be many sections. However we can combine into one "Responsibilities" and then use - for each duty area? But the content includes detailed paragraphs; we could keep them as paragraphs under the responsibilities section.
Better: Use
for "Responsibilities" and then include paragraphs summarizing each duty area? But we must preserve ALL substantive information; we cannot summarize away detail. So we need to keep the detailed text. We could keep the original subheadings as ? Not allowed? The instruction only says use for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other heading levels, but to be safe we could still use for each major section, but that may be many sections. However the instruction says prefer a few substantive sections over many thin ones. So we should combine.
Thus we can have sections: About the role (maybe a brief overview), Responsibilities (combined all duty areas), Required Skills, Abilities, Education & Experience (Qualifications). Possibly also Benefits, Pay, Schedule if present - not present. So we omit those.
We need to include "About the role" maybe from the first paragraph: "General Purpose & Essential Duties: The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs..." That's essentially the role purpose. We could put that under About the role
as a paragraph.
Then Responsibilities
containing all the detailed duty sections as paragraphs or lists. We could break each duty area into but maybe not needed. We could use - for each duty area, but inside each li we can have paragraphs. That would preserve detail.
Similarly,
Qualifications
for Required Skills, Abilities, Education & Experience.
We must not include boilerplate like EEO.
Let's extract the content.
First, the "General Purpose & Essential Duties:" paragraph: "The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs that build the knowledge, skills, and capabilities of employees across Customer Operations.This role supports learning throughout the employee lifecycle, including new-hire onboarding, role-specific development, cross-training, systems and platform training, process changes, customer experience initiatives, compliance, refresher training, performance improvement, and ongoing professional development. The Customer Operations Learning & Development Specialist serves as the primary learning resource for the function, partnering with leaders and subject matter experts to identify skill and knowledge gaps, determine appropriate learning interventions, and create engaging instructor-led, virtual, digital, and blended learning experiences grounded in adult learning principles. This role is responsible not only for delivering training, but also for assessing whether learning results in demonstrated knowledge, skill development, adoption, and improved performance."
We'll put that as a paragraph under About the role.
Now responsibilities: We have several sections each with a heading and detailed bullet-like paragraphs (though not using bullet list). We'll convert each to a - with its content.
Sections:
1. Learning Needs & Skills Assessment
2. Instructional Design & Learning Content Development
3. Training Facilitation & Employee Development
4. Learning Management System & Digital Learning
5. New Technology, Platform & Change Enablement
6. Training Effectiveness & Learning Measurement
7. Industry Knowledge & Continuous Learning
8. Cross-Functional Partnership
We need to copy the text exactly as given (preserve all substantive information). Ensure we don't lose any sentences.
Let's copy each section's content.
I'll copy from the text:
**Learning Needs & Skills Assessment**
Partner with Customer Operations leadership to identify current and emerging knowledge, skill, and performance gaps across teams and roles.
Conduct and support skills assessments, knowledge assessments, proficiency evaluations, and other learning-needs analyses to determine where training or development intervention is appropriate.
Analyze assessment results, performance trends, leader feedback, quality results, and other available information to identify learning priorities.
Distinguish between performance issues that can be addressed through training and those requiring other operational or leadership interventions.
Establish appropriate learning objectives and proficiency expectations based on identified business and employee-development needs.
Partner with leaders to develop targeted learning and reinforcement plans for employees or groups who do not initially demonstrate required proficiency.
Periodically reassess skills and knowledge to identify emerging development needs and support continuous employee growth.
**Instructional Design & Learning Content Development**
Design comprehensive learning programs using adult learning principles and instructional-design methodologies.
Develop engaging instructor-led, virtual, blended, and self-paced learning experiences appropriate to the subject matter and learner population.
Create lesson plans, presentations, facilitator guides, participant materials, exercises, simulations, assessments, e-learning modules, job aids, and other instructional resources.
Translate complex operational, technical, and customer-facing information into practical learning experiences employees can understand and apply.
Partner with subject matter experts and operational leaders to validate technical accuracy while maintaining ownership of instructional design and learning methodology.
Incorporate real-world scenarios, hands-on practice, role-play, simulations, and other experiential learning techniques when appropriate.
Continuously evaluate and improve learning content based on learner performance, feedback, business changes, and measured training effectiveness.
**Training Facilitation & Employee Development**
Facilitate engaging and effective training for Customer Operations employees across the full employee lifecycle, including new-hire onboarding, role-specific development, cross-training, upskilling, systems training, process changes, refresher training, and performance improvement.
Deliver training through classroom, virtual, e-learning, blended, and hands-on formats based on learning objectives and business needs.
Create an inclusive, participative learning environment that encourages questions, practice, collaboration, accountability, and confidence.
Adapt facilitation techniques to different learning styles, experience levels, and learner needs while maintaining established proficiency expectations.
Provide constructive, timely feedback to learners and reinforce expectations throughout the learning process.
Partner with leaders following training to support knowledge transfer, reinforcement, and successful application on the job.
Create meaningful recognition opportunities that celebrate learning milestones, skill achievement, new-hire graduation, cross-training completion, and employee development.
**Learning Management System & Digital Learning**
Serve as the primary Customer Operations learning resource for effective use and adoption of Guardian's Learning Management System (LMS).
Build, publish, assign, administer, and maintain digital learning content and learning paths within the LMS.
Leverage virtual learning capabilities to provide scalable and accessible training across Customer Operations teams and locations.
Monitor course completion, assessment results, learner participation, and other available LMS data to evaluate learning progress and compliance.
Identify opportunities to move appropriate learning into self-paced, virtual, or blended formats without sacrificing learning effectiveness.
Evaluate new learning technologies, tools, and delivery methods and recommend opportunities to improve accessibility, engagement, scalability, and effectiveness.
Promote consistent use of the LMS as an ongoing development resource rather than solely as a course-completion platform.
**New Technology, Platform & Change Enablement**
Partner with Customer Operations leaders, project teams, technology partners, and subject matter experts when new systems, platforms, tools, products, or processes are introduced.
Assess how operational changes affect employee knowledge, skills, workflows, and behaviors and determine appropriate training requirements.
Develop and execute learning plans that prepare employees for successful adoption of new tools, processes, and ways of working.
Apply practical change-management principles to training design and delivery, recognizing that successful learning requires both understanding and adoption.
Participate in appropriate system demonstrations, testing, implementation planning, and readiness activities to develop sufficient understanding to create and deliver effective training.
Identify potential learning or adoption barriers and partner with leadership to address them before and following implementation.
Develop remediation or reinforcement training when assessments identify employees who have not yet demonstrated required proficiency.
**Training Effectiveness & Learning Measurement**
Develop appropriate pre-training and post-training assessments to measure knowledge acquisition, skill development, proficiency, and readiness.
Evaluate whether employees can demonstrate and apply required skills following training rather than relying solely on course completion or participant satisfaction.
Establish meaningful measures of training effectiveness and monitor results over time.
Gather learner and leader feedback and use findings to improve content, facilitation, and learning approaches.
Partner with operational leadership to evaluate post-training adoption and determine whether learning is translating into improved employee performance.
Recommend reinforcement, retraining, coaching, or additional development when learning objectives have not been achieved.
Maintain training records and provide leadership with meaningful insight regarding participation, completion, proficiency, and learning outcomes.
**Industry Knowledge & Continuous Learning**
Maintain awareness of trends, best practices, tools, technologies, and regulatory developments relevant to Customer Operations and the security industry.
Leverage credible industry knowledge bases, professional resources, manufacturer materials, technology-provider resources, and other external sources to strengthen learning content.
Research emerging learning practices and technologies and evaluate their potential application within Guardian.
Develop and maintain working knowledge of Guardian's Monitoring, Customer Care, Technical Support, Customer Retention, systems, products, and customer experience processes to effectively support learning across Customer Operations.
Continuously strengthen personal instructional-design, facilitation, technology, and adult-learning capabilities.
**Cross-Functional Partnership**
Build strong relationships with Customer Operations leaders, subject matter experts, and frontline employees to understand learning needs and maintain relevant training programs.
Collaborate with People & Culture and other departments when organizational learning initiatives intersect with Customer Operations.
Partner closely with the Customer Operations content and knowledge-management function to ensure instructional materials are built from accurate, current operational documentation and source information.
Communicate training schedules, expectations, learner progress, assessment results, and development needs clearly to appropriate stakeholders.
Support a culture in which learning, development, feedback, skills assessment, and continuous improvement are viewed as positive and ongoing components of employee success.
Now Required Skills, Abilities, Education & Experience section:
We need to copy that block.
Let's copy:
**Required Skills, Abilities, Education & Experience**
Strong classroom and virtual facilitation skills with the ability to engage adult learners and create participative learning environments.
Strong knowledge of adult learning principles, instructional design, training methodology, and learning evaluation.
Demonstrated ability to develop instructor-led, virtual, blended, and self-paced learning programs.
Experience conducting learning-needs assessments, skills assessments, and knowledge-gap analyses.
Ability to create meaningful assessments that evaluate knowledge, proficiency, and practical application.
Strong understanding of change management and the role learning plays in successful organizational and technology adoption.
Proficiency with Learning Management Systems and comfort utilizing virtual and digital learning technologies.
Experience with
- for each duty area? But the content includes detailed paragraphs; we could keep them as paragraphs under the responsibilities section.
Better: Use
for "Responsibilities" and then include paragraphs summarizing each duty area? But we must preserve ALL substantive information; we cannot summarize away detail. So we need to keep the detailed text. We could keep the original subheadings as
? Not allowed? The instruction only says use
for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other heading levels, but to be safe we could still use
for each major section, but that may be many sections. However the instruction says prefer a few substantive sections over many thin ones. So we should combine. Thus we can have sections: About the role (maybe a brief overview), Responsibilities (combined all duty areas), Required Skills, Abilities, Education & Experience (Qualifications). Possibly also Benefits, Pay, Schedule if present - not present. So we omit those. We need to include "About the role" maybe from the first paragraph: "General Purpose & Essential Duties: The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs..." That's essentially the role purpose. We could put that under
About the role
as a paragraph. ThenResponsibilities
containing all the detailed duty sections as paragraphs or lists. We could break each duty area intobut maybe not needed. We could use
- for each duty area, but inside each li we can have paragraphs. That would preserve detail.
Similarly,
Qualifications
for Required Skills, Abilities, Education & Experience. We must not include boilerplate like EEO. Let's extract the content. First, the "General Purpose & Essential Duties:" paragraph: "The Customer Operations Learning & Development Specialist is responsible for designing, developing, facilitating, and evaluating learning programs that build the knowledge, skills, and capabilities of employees across Customer Operations.This role supports learning throughout the employee lifecycle, including new-hire onboarding, role-specific development, cross-training, systems and platform training, process changes, customer experience initiatives, compliance, refresher training, performance improvement, and ongoing professional development. The Customer Operations Learning & Development Specialist serves as the primary learning resource for the function, partnering with leaders and subject matter experts to identify skill and knowledge gaps, determine appropriate learning interventions, and create engaging instructor-led, virtual, digital, and blended learning experiences grounded in adult learning principles. This role is responsible not only for delivering training, but also for assessing whether learning results in demonstrated knowledge, skill development, adoption, and improved performance." We'll put that as a paragraph under About the role. Now responsibilities: We have several sections each with a heading and detailed bullet-like paragraphs (though not using bullet list). We'll convert each to a - with its content. Sections: 1. Learning Needs & Skills Assessment 2. Instructional Design & Learning Content Development 3. Training Facilitation & Employee Development 4. Learning Management System & Digital Learning 5. New Technology, Platform & Change Enablement 6. Training Effectiveness & Learning Measurement 7. Industry Knowledge & Continuous Learning 8. Cross-Functional Partnership We need to copy the text exactly as given (preserve all substantive information). Ensure we don't lose any sentences. Let's copy each section's content. I'll copy from the text: **Learning Needs & Skills Assessment** Partner with Customer Operations leadership to identify current and emerging knowledge, skill, and performance gaps across teams and roles. Conduct and support skills assessments, knowledge assessments, proficiency evaluations, and other learning-needs analyses to determine where training or development intervention is appropriate. Analyze assessment results, performance trends, leader feedback, quality results, and other available information to identify learning priorities. Distinguish between performance issues that can be addressed through training and those requiring other operational or leadership interventions. Establish appropriate learning objectives and proficiency expectations based on identified business and employee-development needs. Partner with leaders to develop targeted learning and reinforcement plans for employees or groups who do not initially demonstrate required proficiency. Periodically reassess skills and knowledge to identify emerging development needs and support continuous employee growth. **Instructional Design & Learning Content Development** Design comprehensive learning programs using adult learning principles and instructional-design methodologies. Develop engaging instructor-led, virtual, blended, and self-paced learning experiences appropriate to the subject matter and learner population. Create lesson plans, presentations, facilitator guides, participant materials, exercises, simulations, assessments, e-learning modules, job aids, and other instructional resources. Translate complex operational, technical, and customer-facing information into practical learning experiences employees can understand and apply. Partner with subject matter experts and operational leaders to validate technical accuracy while maintaining ownership of instructional design and learning methodology. Incorporate real-world scenarios, hands-on practice, role-play, simulations, and other experiential learning techniques when appropriate. Continuously evaluate and improve learning content based on learner performance, feedback, business changes, and measured training effectiveness. **Training Facilitation & Employee Development** Facilitate engaging and effective training for Customer Operations employees across the full employee lifecycle, including new-hire onboarding, role-specific development, cross-training, upskilling, systems training, process changes, refresher training, and performance improvement. Deliver training through classroom, virtual, e-learning, blended, and hands-on formats based on learning objectives and business needs. Create an inclusive, participative learning environment that encourages questions, practice, collaboration, accountability, and confidence. Adapt facilitation techniques to different learning styles, experience levels, and learner needs while maintaining established proficiency expectations. Provide constructive, timely feedback to learners and reinforce expectations throughout the learning process. Partner with leaders following training to support knowledge transfer, reinforcement, and successful application on the job. Create meaningful recognition opportunities that celebrate learning milestones, skill achievement, new-hire graduation, cross-training completion, and employee development. **Learning Management System & Digital Learning** Serve as the primary Customer Operations learning resource for effective use and adoption of Guardian's Learning Management System (LMS). Build, publish, assign, administer, and maintain digital learning content and learning paths within the LMS. Leverage virtual learning capabilities to provide scalable and accessible training across Customer Operations teams and locations. Monitor course completion, assessment results, learner participation, and other available LMS data to evaluate learning progress and compliance. Identify opportunities to move appropriate learning into self-paced, virtual, or blended formats without sacrificing learning effectiveness. Evaluate new learning technologies, tools, and delivery methods and recommend opportunities to improve accessibility, engagement, scalability, and effectiveness. Promote consistent use of the LMS as an ongoing development resource rather than solely as a course-completion platform. **New Technology, Platform & Change Enablement** Partner with Customer Operations leaders, project teams, technology partners, and subject matter experts when new systems, platforms, tools, products, or processes are introduced. Assess how operational changes affect employee knowledge, skills, workflows, and behaviors and determine appropriate training requirements. Develop and execute learning plans that prepare employees for successful adoption of new tools, processes, and ways of working. Apply practical change-management principles to training design and delivery, recognizing that successful learning requires both understanding and adoption. Participate in appropriate system demonstrations, testing, implementation planning, and readiness activities to develop sufficient understanding to create and deliver effective training. Identify potential learning or adoption barriers and partner with leadership to address them before and following implementation. Develop remediation or reinforcement training when assessments identify employees who have not yet demonstrated required proficiency. **Training Effectiveness & Learning Measurement** Develop appropriate pre-training and post-training assessments to measure knowledge acquisition, skill development, proficiency, and readiness. Evaluate whether employees can demonstrate and apply required skills following training rather than relying solely on course completion or participant satisfaction. Establish meaningful measures of training effectiveness and monitor results over time. Gather learner and leader feedback and use findings to improve content, facilitation, and learning approaches. Partner with operational leadership to evaluate post-training adoption and determine whether learning is translating into improved employee performance. Recommend reinforcement, retraining, coaching, or additional development when learning objectives have not been achieved. Maintain training records and provide leadership with meaningful insight regarding participation, completion, proficiency, and learning outcomes. **Industry Knowledge & Continuous Learning** Maintain awareness of trends, best practices, tools, technologies, and regulatory developments relevant to Customer Operations and the security industry. Leverage credible industry knowledge bases, professional resources, manufacturer materials, technology-provider resources, and other external sources to strengthen learning content. Research emerging learning practices and technologies and evaluate their potential application within Guardian. Develop and maintain working knowledge of Guardian's Monitoring, Customer Care, Technical Support, Customer Retention, systems, products, and customer experience processes to effectively support learning across Customer Operations. Continuously strengthen personal instructional-design, facilitation, technology, and adult-learning capabilities. **Cross-Functional Partnership** Build strong relationships with Customer Operations leaders, subject matter experts, and frontline employees to understand learning needs and maintain relevant training programs. Collaborate with People & Culture and other departments when organizational learning initiatives intersect with Customer Operations. Partner closely with the Customer Operations content and knowledge-management function to ensure instructional materials are built from accurate, current operational documentation and source information. Communicate training schedules, expectations, learner progress, assessment results, and development needs clearly to appropriate stakeholders. Support a culture in which learning, development, feedback, skills assessment, and continuous improvement are viewed as positive and ongoing components of employee success. Now Required Skills, Abilities, Education & Experience section: We need to copy that block. Let's copy: **Required Skills, Abilities, Education & Experience** Strong classroom and virtual facilitation skills with the ability to engage adult learners and create participative learning environments. Strong knowledge of adult learning principles, instructional design, training methodology, and learning evaluation. Demonstrated ability to develop instructor-led, virtual, blended, and self-paced learning programs. Experience conducting learning-needs assessments, skills assessments, and knowledge-gap analyses. Ability to create meaningful assessments that evaluate knowledge, proficiency, and practical application. Strong understanding of change management and the role learning plays in successful organizational and technology adoption. Proficiency with Learning Management Systems and comfort utilizing virtual and digital learning technologies. Experience with
- for each duty area, but inside each li we can have paragraphs. That would preserve detail.
Similarly,