Trainer

Overview

We are seeking a highly effective and execution-focused Trainer to support MAP’s activation-driven training model and strengthen client and internal operational readiness.

Role and Responsibilities

Training Delivery & Facilitation

• Deliver live client and internal training sessions for onboarding, continuing education, operational reinforcement, and targeted issue resolution.
• Use real-world scenarios, guided practice, and workflow-based exercises to build independent learner execution.
• Provide real-time coaching and reinforcement during training to confirm learner understanding and training effectiveness.
• Facilitate MAP employee new-hire onboarding as needed, with focus on products, systems, client support workflows, and operational execution.
• Present training content using clear storytelling techniques that connect systems, client use cases, operational impacts, and expected outcomes.

Client Onboarding & Operational Readiness

• Lead onboarding training for new credit union clients across card processing, fraud tools, reporting, disputes, and operational workflows.
• Customize training delivery based on client configuration, operational model, baseline system knowledge, and go-live requirements.
• Prepare agendas, exercises, validation checkpoints, and scenarios aligned to real client use cases.
• Prepare clients to independently execute critical workflows including disputes, VROL, fraud monitoring, reporting, card servicing, and other MAP-supported Visa DPS functions.
• Support go-live preparedness, early-life stabilization, and long-term adoption by reinforcing key operational processes and best practices.

Training Effectiveness, Adoption & Continuous Improvement

• Evaluate learner preparedness and identify opportunities for additional coaching, reinforcement, documentation, or follow-up training.
• Analyze client feedback, support ticket trends, escalations, and post-go-live performance indicators to identify training gaps and continuous improvement opportunities.
• Promote high levels of client satisfaction, confidence, and self-sufficiency by delivering training that is accurate, actionable, relevant, and aligned with real-world operational requirements.
• Contribute to the continuous evolution of MAP onboarding methodology by incorporating lessons learned, best practices, and client feedback into future training programs.

Cross-Functional & Operational Alignment

• Collaborate with Client Services, Implementations, Fraud Services, Product, and Training teams to ensure training reflects current operational requirements and client needs.
• Surface, document, and elevate operational gaps, recurring client questions, or workflow breakdowns identified during training.
• Participate in lessons learned and continuous improvement discussions to strengthen future training delivery.
• Ensure training requests, follow-ups, and reinforcement needs are tracked and aligned with operational workflows, support activity, and client readiness expectations.
• Actively contribute to Training and Operations EOS discussions through critical thinking, collaboration, and continuous improvement initiatives.

Content & Training Support

• Participate in the maintenance and updating of training materials, job aids, exercises, and session content to reflect current workflows, system functionality, and best practices.
• Provide feedback on curriculum effectiveness and identify content gaps based on learner performance, operational changes, and client support trends.
• Support development of scalable training assets, including LMS content, recorded sessions, quick-reference guides, and workflow-based job aids.
• Ensure training content supports consistent delivery standards across client-facing and internal training programs.

Qualifications and Education Requirements

• 2–4+ years of experience in training, client enablement, implementation support, or client-facing operational support roles.
• Experience delivering live training in operational or production environments, not limited to classroom-style instruction.
• Experience in credit unions, financial services, payments, or card-processing operations required.
• Strong facilitation, storytelling, coaching, and communication skills.
• Ability to translate complex systems, procedures, and workflows into clear, practical learning experiences.
• Ability to manage multiple training engagements, shifting priorities, and follow-up actions simultaneously.

Pay Range

The pay range for this role is: $77,000 - $83,000 USD per year (Remote)

Client Services and Operations

Remote (United States)