Service Delivery Program Trainer

Redefine the future of customer experiences. One conversation at a time.

At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.

 

The Learning Experience Trainer is part of Nextiva’s L&D team, specializing in the design, facilitation, and ongoing enhancement of training programs for internal audiences, including Service Delivery’s PMO, Support, and other key business units. This role collaborates closely with Learning Experience Designers, team managers, and functional stakeholders to deliver tailored learning experiences, bridge process updates, and maintain high-impact resources using industry best practices and modern learning technologies. The LXT is central to internal enablement, process alignment, and capability building.

Training & Facilitation Across Teams

• Serve as an enablement partner to business units, ensuring training aligns with organizational goals and drives measurable impact
• Deliver instructor-led and virtual training programs for Service Delivery’s PMO, including Admissions, Implementation, Project Managers, as well as other related Support teams and broader internal audiences
• Design, develop, and facilitate onboarding, upskilling, multi-day workshops, and certifications, using scenario-based methods and real-world case studies

Instructional Design & Content Development

• Collaborate with LXDs, SMEs, product teams, and service leaders to develop multi-format materials: eLearning, ILT, interactive simulations, clickable tutorials, guides, webinars, knowledge base articles, Confluence pages, and job aids
• Use adult learning theory, enablement strategies, and modern instructional design frameworks (ADDIE, SAM) to create programs that don’t just inform but enable learners to perform tasks independently and effectively
• Design, develop, and deliver practical high-impact and high-engagement training programs, including onboarding, upskilling, and advanced certification through robust and microlearning training strategies
• Incorporate scenario-based learning, mock simulations, and real-world case studies to enhance engagement and practical application

Stakeholder Engagement, Collaboration & Process Updates

• Partner with managers across Service Delivery, Support, and Account Management to understand evolving needs and deliver aligned training solutions
• Attend regular internal business meetings, capture workflow/process updates, and translate changes into actionable learning resources
• Act as a bridge between SMEs and frontline teams, ensuring that enablement resources translate business needs into clear, actionable knowledge

Resource Management & Content Accuracy

• Maintain and update Nextiva Academy training assets, audits, reference guides, and operational documentation for accuracy and brand consistency
• Ensure all training programs and materials comply with regulatory, industry, and company standards, including accessibility (e.g., WCAG), intellectual property, and data privacy

Analytics, Feedback & Continuous Improvement

• Conduct organization-wide needs assessments and gap analyses, gather user input and team feedback, and analyze training effectiveness to inform training priorities and drive continuous improvement
• Use data-driven insights to report program impact and inform L&D strategy

Process Improvement & Knowledge Sharing

• Lead training on improved internal processes, new product features, auditing standards, and tool adoption (Skilljar, Asana, Navattic)
• Champion a culture of learning, knowledge sharing, and continuous improvement across the Project Manager Organization
• Facilitate internal team communications through knowledge-sharing forums, best practice exchanges, and peer-learning initiatives that enable employees to teach and support each other

Qualifications

• Bachelor’s degree in Education, Instructional Design, Business, or similar field
• 5+ years of experience in service delivery, project management, or training internal teams within a SaaS, CCaaS, or technology-driven environment
• Project Management Professional (PMP) or other relevant project management certification preferred
• Strong background in instructional design, adult learning, ILT and eLearning development, and internal enablement
• Ability to translate complex concepts into clear, actionable learning experiences that drive adoption and capability
• Strong facilitation skills with proven ability to not only train but also enable employees to apply skills on the job
• Collaborative communicator with ability to partner across multiple departments and functions
• Skilled in modern training and learning technology (LMS, simulations, multimedia, remote facilitation)
• Demonstrated success in curriculum development, process improvement, and continuous learning
• Knowledge of organizational workflows and change enablement strategies

Nextiva DNA (Core Competencies)

Nextiva’s most successful team members share common traits and behaviors:

• Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
• Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
• Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office. 

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses. 

The expected hiring range is $50,000-$73,440, including annualized base salary and annualized target sales incentive. Some sales roles are paid hourly with overtime eligibility. A different level in the job hierarchy may apply to a specific candidate, resulting in a different hiring range. 

• Health 🍏 - Multiple health plan options to suit your needs, including medical, dental, vision, and telemedicine coverage 
• Insurance 💼 - Life, disability, and supplemental indemnity plans 
• Work-Life Balance ⚖️ - Flexible Time Off (FTO) for salaried employees, PTO for hourly employees, Paid Sick Time (PST), paid parental bonding leave, and paid holidays 
• Financial Security 💰 - 401(k) with company match, Health Savings Accounts with company contributions, Dependent Care FSA 
• Wellness 🤸‍ - Employee Assistance Program and comprehensive wellness initiatives 
• Growth 🌱 - Access to ongoing learning and development opportunities and career advancement 

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career! 

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.

Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog.