Sr. AR Learning & Development Program Lead

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).

For this role, new hires generally start between $116,000.00 - $154,000.00 per year. The full range is $116,000.00 - $209,000.00 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 candidate’s qualifications and professional experience uniquely.

#LI-Hybrid #LI-JL1

How you’ll 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.

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.