Assistant Manager, Member Experience Training

The Assistant Manager, Member Experience Training provides visible leadership across the department, leading a team of Specialists while shaping and advancing core training programs to align with organizational goals and strategy. This role plays a key part in strengthening partner capability and enhancing the member experience. As a hybrid position, it combines team leadership with hands-on training while working closely with retail network leaders to understand and meet their needs, ensuring programs are relevant, effective, and aligned to frontline realities.

1)      Team Leadership & Coaching: Lead, coach, and support Member Experience Training Specialists to ensure consistent delivery of high-quality training. Provide guidance, feedback, and professional development opportunities to enhance team performance and engagement. Serve as the primary point of contact for training programs- Flight Path Training and Trainer Mentor, ensuring alignment with member experience goals and reporting progress to the Training and Financial Well-Being Manager. Oversee design, development and delivery of Flight Path training and training materials. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (50%)

2)      Delivers, facilitates and reinforces Flight Path Training program for Member Experience Representatives, Financial Coaches and retail network leaders, ensuring a high-quality, consistent learning experience; partners with and coaches subject matter experts to enhance facilitation effectiveness. Collaborates with partners, Trainer Mentors and Leaders in the field—traveling across the credit union footprint—to observe frontline, develop and reinforce application of Flight Path Training and the member experience. Onboard and support on-the-job training for new leaders in the retail network, act as a trainer mentor to training, guide and mentor new leaders. (30%)

3)      Oversee comprehensive training solutions and needs analysis: By setting clear priorities aligned to organizational strategy and member experience, while ensuring the Learning Experience Specialist have the tools, resources, and cross-functional access needed to design effective training solutions. Reinforce strong instructional design practices, provide feedback on key initiatives, and remove barriers that impact delivery across platforms like SharePoint and blended learning tools. Ensure training needs assessments are in partnership with all levels of leadership, subject matter experts, and the Project Management Office. Additionally, the Assistant Manager should promote a culture of compliance and risk awareness by encouraging proactive identification and escalation of gaps in policies and controls; while also using data and feedback to drive continuous improvement and ensure training outcomes meaningfully improve performance and mitigate risk. (15%)

4)      Other Duties: Participate in special projects and initiatives as assigned. Support the Training and Financial Well-Being Manager, Director and Vice President in strategic planning and departmental operations as needed. (5%)

1)      Bachelor’s degree in Organizational Development, Business Administration, Communications, Human Resources, or a related field is required; relevant alternate experience/certifications could be considered.

2)      Industry-recognized learning and development certification (e.g., ATD, CCUF, CUDE) from

ATD or Americas Credit Union required. Additional certifications such as Certified Professional Facilitator (CPF), Ulysses Master Coach, Master Trainer, or other facilitation and training credentials are preferred, along with project management certifications

3)      Minimum of 5+ years of experience in member (customer) service, training, or learning and development, with demonstrated ability to translate service insights into impactful learning solutions. Leadership and facilitation experience preferred.

a)       Minimum of 2 years facilitator led training instruction and design experience required.

b)      Minimum of 2 year leadership or mentoring experience leading project teams or staff within a training or development function required.

4)      Strong knowledge of principles, theories and practices in one or more of the following areas: adult learning, leadership development, change management, organizational development, and presenting and public speaking. With the ability to strategically apply and tailor approaches to meet evolving business needs.

5)      Experience managing learning platforms and tools such as Microsoft Teams, video training, and learning management systems preferred.

6)      Demonstrated ability and drive to implement new and innovative initiatives to improve efficiency, quality, and service levels.

7)      Exceptional interpersonal, facilitation, and coaching skills, with a proven ability to influence stakeholders at all levels, build trust, and drive behavior change in ambiguous or evolving environments.