Learning Facilitator

Position DescriptionTacoma Public Utilities is seeking a dynamic and collaborative Learning Facilitator. This role is ideal for someone passionate about delivering engaging learning experiences, driving continuous improvement, and helping teams provide exceptional customer service.In this role, you will develop and deliver large-scale, complex training programs for both new hires and existing employees. Additionally, you will partner with curriculum developers to assist in designing engaging, instructor-led training sessions. You’ll play a critical role in equipping staff with the tools, knowledge, and confidence needed to succeed in a customer-focused environment by facilitating both in-person and virtual learning experiences.You will collaborate closely with subject matter experts (SMEs), leadership across Tacoma Public Utilities and the City of Tacoma, and external technology vendors to ensure training aligns with organizational goals and evolving business needs.Key ResponsibilitiesDevelop, manage, and deliver engaging instructor-led and virtual training programs focused on customer experience technologies, policies, and proceduresPartner with SMEs and leadership to conduct workforce research and training needs analysisFacilitate interactive group training sessions that promote learner engagement and successCollaborate with curriculum developers to design impactful learning experiencesRecord instructional videos and product demonstrations for e-learning coursesDevelop and manage the training calendar within the Learning Management System (LMS)Coordinate and administer e-learning programs, including tracking participation and completionAnalyze qualitative and quantitative training data to measure effectiveness and improve outcomesPrepare reports on learner progress and training impact to support decision-makingMaintain training materials, classroom environments, and curriculum contentProvide coaching, feedback, and support to learners to enhance performance and growthQualificationsMinimum Education*Bachelor's degree in business or public administration, communications or directly related fieldMinimum Experience4 years of progressively responsible customer service experienceRelevant education and experience may substitute for one another on a year-for-year basis.Desired QualificationsExperience developing and delivering training on customer service platforms, such as SAP and GenesysSelection Process & Supplemental InformationCity of Tacoma Commitment to Diversity and InclusionAt the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We're committed to eliminating racial and other disparities, and we actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.The City of Tacoma believes that diversity of thought, background, and experience contributes to our success and innovation. If you’re passionate about this role and our mission, we encourage you to apply. If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.ApplyInterested individuals should apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement. Applications received without attaching the required materials may not progress in the selection process.Compensation & BenefitsPay Details:Hourly Rate: $47.25- $66.50Annual Salary: $98,280.00- $138,320.00Employee Benefits | City of TacomaGet AssistanceFor assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.Communication with the City of TacomaWe primarily communicate via email during the application process. Emails from Tacoma.gov and/or governmentjobs.com should be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.