Training Implementation Officer

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy—it's the foundation of who we are and what we do. As a Training Implementation Officer, you'll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You'll Do:

❖ Partnership Development and Coordination
● Cultivate and maintain effective relationships with internal and external stakeholders during program implementation
● Participate in weekly internal and client meetings from kick-off until the program is transitioned to operations

❖ Training Development and Delivery
● Collaborate with the content development team to develop training content, including modules, presentations, e-learning materials, job aids, and supplemental resources
● Review and contribute to training documentation such as storyboards and user guides
● Conduct Training Needs Analysis (TNA) through surveys and assessments to identify process and training gaps, if applicable
● Facilitate Train-the-Trainer (TTT) sessions, process training, soft skills workshops, and supplemental learning sessions as required by business needs
● Evaluate training effectiveness through assessments, observations, and participant feedback, recommending improvements where necessary

❖ Program Execution and Support
● Lead and facilitate the planning and execution of Train-the-Trainer (TTT), certification, calibration, and supplemental training activities
● Partner with Learning Operations and stakeholders to schedule, monitor, and support the successful delivery of TTTs and supplemental training initiatives
● Manage the training Masterfile, ensuring all data and tabs are updated accurately
● Facilitate curriculum revamps and content updates following the nesting period, where applicable

❖ Program Monitoring and Communication
● Track and communicate all parked questions to clients for timely resolution
● Observe training delivery during implementation and provide feedback to trainers and/or team leaders through the appropriate leadership channels
● Send IT tool summary reports for any issues encountered and coordinate User Access Testing with IT PMO and support staff

❖ Documentation and Knowledge Management
● Maintain and update program knowledge repositories, including Wiki pages, knowledge base articles, process documentation, and training references
● Prepare and send post-training reports such as RUN (Reminders, Updates, and New Process) Inputs
● Participate in case study discussions alongside Training, Operations, and Quality teams

❖ Program Handoff and Extended Support
● Lead the transition of training ownership to Learning Operations on the 30th day of production, with implementation support extending up to 60 days based on business or client requirements
● Officers may support up to three new programs simultaneously, unless assigned to a dedicated program with 50+ headcount

❖ Risk Management
● Monitor, document, and escalate any red flags or potential risks to the supervisor for immediate resolution

What We're Looking For:

● Excellent verbal, written, presentation, and interpersonal communication skills
● At least 2 years of working experience in training, implementation, or a related field supporting Customer Experience (CX)
● Proven ability to navigate conversations with both clients and internal managers
● Demonstrated experience in instructional design, curriculum development, and facilitator-led training delivery
● Familiarity with Learning Management Systems (LMS), virtual training platforms, and classroom technologies (e.g., Microsoft Teams, Zoom, projectors, audio-visual equipment)
● Proficient in Google Workspace (Docs, Sheets, Slides) and/or Microsoft Office (PowerPoint, Word, Excel, Outlook); experience with Articulate 360, Rise, Storyline, or similar multimedia tools is a plus
● Strong presentation and public speaking skills; ability to engage diverse audiences
● Strong research, instructional design, and technical writing skills with experience developing training materials, documentation, and knowledge resources
● Excellent project coordination, planning, and organizational skills with the ability to manage multiple implementation workstreams simultaneously
● Strong analytical and problem-solving skills
● Ability to work independently with minimal supervision in a fast-paced environment

Why Join Us

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we're more than a workplace—we're a community that's invested in your success. If you're ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!