• Deliver effective training sessions, including; new hire onboarding, follow up, reinforcement, reoccurring, and leadership training • Develop training programs and explore new and experimental methodologies to enhance their effectiveness. • Identify and assess the training needs of the organization by collaborating and participating in business reviews • Collaborate regularly with Product Managers, Engineering, and other internal teams, as well as external partners, to gain and provide insights on agent-facing training topics. • Select and manage resources for developing and delivering curricula. • Facilitate regular communication and collaboration sessions both internally and externally with trainers, team leads, and staff across departments to ensure alignment with key processes and organizational goals. • Regularly monitor, evaluate and report on training program effectiveness, success and ROI - KPIs (CSAT, QA, Productivity) • Regularly monitor, evaluate and report on Vendor Partner Trainers’ effectiveness, success and ROI - KPIs (Assessment Scores, graduation rate, first 30-day CSAT). • Regularly analyze overall performance data, including metrics and skill opportunities, to provide insights and highlight areas for targeted training recommendations and solutions to ensure continuous improvement and strategic alignment. • Responsible for observing Vendor Partner Sites' training sessions and providing coaching and development to ensure their performance meets Instacart standards, focusing on facilitation skills and training effectiveness. • Assess and evaluate facilitators by providing written evaluations with recommendations for improvement. • Coordinate and implement Vendor Partner Trainer and Master Training Certification programs • Identify, curate, and update training curricula in anticipation of, or rapid response to operational needs on an ongoing basis • Continuously identify, curate, and update training curricula to proactively address or swiftly respond to operational needs. • Drive brand values and philosophy through all training and development activities • Effectively communicate with leadership, trainers, managers, and stakeholders across the organization and partner networks. • Regularly provide project updates to managers and stakeholders involved in training and development initiatives. • Perform monthly agent cohort duties (phone, email and chat tickets) maintaining real-time engagement and ensuring continuous learning • Continuously improve and stay up to date on facilitation skills and professional development to ensure the highest quality of training delivery and maintain adaptability • Identify additional responsibilities that will contribute to the overall success of the organization • Occasional domestic and/or international travel may be required