Sr. AR Learning & Development Program Lead

Get to know The Pokémon Company International

The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management licensing and marketing the Pokémon Trading Card Game the animated TV series home entertainment and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular childrens entertainment properties in the world.

Learn more online at and .

Get to know the role

• Job Title: Sr. Automated Retail (AR) Learning & Development Program Lead

• Job Summary: In this role you will build and manage the training programs that keep Pokémon Automated Retail kiosks running smoothly at scale. You will design and deliver role-based learning experiences for our Remote Support and Field Services teams using human-centered design practices to ensure technicians can diagnose issues accurately resolve cases faster and reduce repeat service visits.
  You will lead the rollout of a decentralized onboarding model by equipping partner organizations with certified trainers. This allows us to grow efficiently without relying on travel to a central training location. Success in this role means helping technicians become job-ready faster strengthening the quality and consistency of service ticketing improving diagnostic discipline and developing a scalable network of local certified trainers who uphold a high and measurable standard of onboarding across our rapidly expanding footprint.

• FLSA Classification (US Only): Exempt

• People Manager: No

What youll do

End-to-end Training Program Ownership

• Own the NetOps training framework and delivery cadence across onboarding refreshers clinics and job shadowing.

• Adhere to a structured learning journey (Onboarding Intermediate Advanced) aligned to the Q-series support models and the 70/20/10 learning philosophy.

• Ensure training is optimized for distributed technicians (short role-specific modules; scenario practice; performance checklists; field-ready job aids).

Facilitate Trainings

• Facilitate live training sessions (virtual and in-person) with a strong bias toward hands-on practice troubleshooting simulations and case-based assessment.

• Tailor sessions based on learner input and performance signals (survey insights observed gaps ticket quality trends) adapting instruction to the audience.

• Run train-the-trainer sessions that validate both technical competence and facilitation skill.

Certification and Decentralized Onboarding Scale-Up

• Implement certification requirements for trainers and trainees (scenario evidence shadowing/ride-alongs evaluations and ongoing check-ins).

• Coordinate pilots then scale rollout; maintain training quality controls across partner-led deliveries.

• Teach and enforce the operational standard (remote support break/fix) including support workflow non-negotiables like safety and ethics ticketing excellence and top diagnostic and resolution approaches.

Content Ownership

• Author package and maintain the Trainer Toolkit (onboarding deck facilitator guide performance checklist KPI tracking).

• Own updates to knowledge articles field guides quick-reference one-pagers test plans and troubleshooting runbooks as new patterns emerge.

• Translate whats changing into what technicians must do differently in the next remote support and dispatch cycle (procedures evidence expectations parts discipline).

Training Operations Metrics and Continuous Improvement

• Use ticket/dispatch/parts patterns to prioritize training updates and refreshers (top repeat issues poor documentation patterns parts waste trunk stock non-compliance).

• Partner with Ops/NetOps leaders to define and report KPIs tied to the NetOps strategy (quality speed sustainability).

• Build feedback loops with Remote Support Field Services and vendors to keep training aligned to reality not theory.

What youll bring

• Eight (8) to eleven (11) years of relevant professional experience of a demonstrated equivalent level of expertise.

• Five (5) years designing and delivering technical training for frontline roles (field service service desk or technical operations) including onboarding and skill progression.

• Demonstrated ability to teach diagnostic thinking (root cause approach) and drive measurable performance improvement (e.g. improved first-time fix reduced repeat dispatches improved ticket quality).

• Strong facilitation skills across virtual and in-person environments; able to lead mixed-experience cohorts and drive hands-on practice.

• Proficiency with enterprise productivity and documentation tools (Microsoft 365: PowerPoint Word Excel) and content repositories (SharePoint Confluence or equivalent).

• Working knowledge of IT service management workflows and ticket quality standards including experience using an ITSM/ticketing platform (e.g. Salesforce Service Cloud ServiceNow Jira Service Management Zendesk or equivalent).

• Experience authoring and maintaining operational knowledge content (knowledge articles runbooks job aids) content production and delivery platforms (e.g. Clipchamp Articulate360 Articulate Rise SmarterU ALM Docebo Fuse or equivalent).

• Ability to use data to convert insights into targeted interventions and prioritize training improvements (Salesforce Reporting Excel and Tableau preferred; ability to interpret case and work order trends and convert insights into targeted interventions).

• Ability and willingness to travel domestically and internationally as needed for labs pilots and launch support; flexibility for occasional after-hours coordination during critical events.

• Requires occasional after-hours coordination during critical incidents or major releases (training updates field comms rapid refreshers).

Preferred Qualifications

• Experience supporting automated retail kiosks vending IoT/edge devices or other distributed hardware fleets.

• Experience with fleet/network management and monitoring/telemetry platforms (e.g. cellular router dashboards such as Cradlepoint NetCloud Manager or equivalent; Splunk Datadog Grafana/ELK or similar).

• Experience with field service management and dispatch workflows (e.g. Salesforce Field Service Dynamics 365 Field Service ServiceMax or equivalent).

• Familiarity with parts/inventory operations and evidence-based replacement discipline (trunk stock compliance RMA flows parts usage controls).

• Experience administering or operating within an LMS/LXP (publishing content managing enrollments reporting completions/certifications); SCORM/xAPI familiarity a plus.

• Experience with eLearning authoring and lightweight media production (e.g. Articulate Rise/Storyline Captivate Camtasia or equivalent) to create modular training for distributed technicians.

• Experience building partner enablement programs (vendor training train-the-trainer certification quality audits and governance scorecards).

• Comfort with performance analytics and dashboards (Power BI/Tableau or equivalent) to report training effectiveness and operational outcomes.

Base Salary Range:For this role new hires generally start between $116000.00 - $154000.00per year. The full range is $116000.00 - $209000.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidates qualifications and professional experience uniquely.

#LI-Hybrid #LI-JL1

How youll be successful

• Passion for Pokémon: Develops an understanding of the Pokémon brand the impact it has on our people culture business fans and communities and applying that knowledge and passion to everything you do.
• Challenging the Expected: Approaches challenges with curiosity and creativity embracing the possibility of failure as an opportunity to learn something new develop innovative ideas solve complex problems and identify unique opportunities.
• Integrity and Respect: Demonstrates integrity and respect by leading with empathy listening to others seeking out different perspectives and taking personal responsibility for decisions actions and results.
• Dedicated to Quality: Takes ownership to maintain and promote high standards looks for new ways to learn and improve and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
• Building Relationships: Develops and strengthens relationships adopting a team first mentality and working collaboratively to solve problems and meet shared goals.
• Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders making them feel heard and important and embracing these learnings to continue delivering a unique Pokémon experience.

What to expect

• An innovative culture driven by impact delivering meaningful outcomes.
• Company events that celebrate the spirit of Pokémon.
• Competitive cash-based compensation programs.
• 100% employer-paid healthcare premiums for you.
• Generous paid family leave.
• Employer-paid life insurance.
• Employer-paid long and short-term income protection insurance.
• US Employees: 401k Employer Matching.
• UK/IRE/MX Employees: Pension Employer Contributions.
• Fitness reimbursement.
• Commuter benefit.
• LinkedIn learning.
• Comprehensive relocation package for certain roles.
• Hybrid work environment.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities duties and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time as needed. For roles in the United Kingdom candidates will need the right to some cases and for some roles the Company may be able to arrange a visa. For roles in Ireland this role requires candidates to have the right to live and work in the Republic of Ireland. However we welcome applications from all nationalities and may consider supporting an employment permit application in appropriate and suitable cases.

The Pokémon Company International is committed to the inclusion of all qualified applicants for consideration in our job application process. If you require reasonable accommodation to complete a job application pre-employment testing or a job interview or to otherwise participate in the hiring process please contact the Talent Acquisition team at .