Customer Operations Training Specialist

We Push the Boundaries of Possibilities for ourCommunities.

Overviewof the Position Responsibilities:The Customer Operations Training Specialist plays a key role in accelerating employee performance improving operational consistency and supporting impact identification across our organization. This role will design and deliver modern training programs that support Customer Service Technical Operational and Triage teams while driving strategic improvements through feedback analysis and documentation management.

This position will be responsible for converting existing classroom-based materials into modular self-paced video training managing our training platform and building new content based on real-time business needs. This role also serves as a central hub for capturing feedback identifying trends and addressing process gaps that impact efficiency and service quality.

What You Will Do:

Training Design & Delivery

• Develop engaging training materials including videos job aids SOPs slide decks and microlearning modules
• Convert existing instructor-led training into self-paced video-driven content (approximately 75%)
• Script produce and edit short-form video trainings for internal roles and processes
• Create role-based learning paths that support onboarding upskilling and cross-functional readiness
• Deliver live or virtual training sessions as needed reinforcing asynchronous learning

Training Needs Identification & Feedback Analysis

• Collaborate closely with the Triage team to identify coaching needs recurring issues or trends in process breakdowns
• Monitor patterns in feedback from Field Triage Customer Service and other teams to proactively identify training opportunities
• Facilitate ongoing intake of training and documentation requests from leaders across departments
• Prioritize requests based on business impact frequency and alignment with performance goals
• Design targeted training modules or quick-learn assets to address trends reduce repeat service visits and close knowledge gaps

Documentation & Knowledge Management

• Write and maintain accurate clear documentation for internal systems tools and workflows
• Organize internal knowledge bases SOP repositories and training libraries with clear version control
• Ensure documentation remains current accessible and aligned with actual support processes
• Partner with subject matter experts to validate procedures and maintain process integrity

Evaluation & Continuous Improvement

• Define success metrics for each training initiative and report on outcomes
• Gather learner feedback and performance data to evaluate training effectiveness
• Iterate on content and delivery methods based on outcomes engagement and operational feedback
• Support internal audits or QA efforts by aligning documentation and training with real-world performance standards

What YouWill Need:

• Highschool diploma or GED is required. Bachelors degree in related field preferred
• 2 years of experience in training instructional design or learning development roles
• Proficiency with eLearning and video development tools
• Strong writing and instructional design skills especially for technical or operational audiences
• Experience managing content in a learning management system (LMS)
• Comfortable collecting and analyzing feedback from various stakeholders including frontline employees
• Ability to manage multiple projects and adjust quickly to changing business priorities
• Experience with customer service field operations or telecom environments is preferred
• Experience converting instructor-led training (ILT) into modular eLearning
• Basic video editing and voiceover capability for internal training production
• Experience creating and maintaining internal documentation SOPs or knowledge bases
• Data-driven mindset with ability to tie training to business outcomes (e.g. reduction in repeat visits improved QA scores)
• Excellent problem-solving and communicationskills are required
• Must be able to successfully pass a background check and drug test prior to employment

Why Work atBluepeak

• Competitive Compensation Annual Bonus Eligibility
• Comprehensive Benefits Package Including Medical Dental Vision Life and 401(k)
• Generous Vacation and Paid Sick Time Paid Holidays and Personal Days
• Professional Developmentwithan Emphasis on Internal Promotion
• Employee Discounts onBluepeakServices Including Internet
• Progressive and inclusive work culture in which our team has the flexibility support and resources to be successful in their careers!
  

About Us

We believe that the size of the cityshouldntdeterminethe quality of the we are building for you: Faster more reliable and without the things that get in the way of great servicelike red tape hidden fees and slow response times. And with up to 5gigabitsof speed for residential customers and 10 gigabits for businesses we are whole new ballgame- from internet to TV to connecting every device in your home to powering your businesswerenot onlyprovidingthe best fiber connections in your community butwerealso meeting the growing needs for how you live.

Bluepeakis an Equal Opportunity Employer

Required Experience:

Unclear Seniority