CX Training Facilitator

Please Note: This is an in-office position which will require working at our Draper, UT headquarters. Additionally, employment with BambooHR is contingent on passing both a background and credit check. 

AI at BambooHR

At BambooHR, we’re all about setting people free to do great work, and we believe AI is a powerful partner in that mission. We’re leaning into intelligent tools to streamline our workflows, giving us more time to set people free to do great work. We look for curious, forward-thinking people who are ready to explore how AI can elevate their work and help us reimagine the future of HR.

Essential Job Duties

The CX Training Facilitator delivers dynamic, learner-centered training experiences that accelerate skill acquisition, build confidence, and drive consistent performance across the Customer Experience organization. 

This role independently facilitates onboarding and skill-development programs for CX team members, blending instructor-led training with digital and AI-assisted learning insights to support role proficiency and long-term success. With strong facilitation and coaching skills, the Training Facilitator adapts delivery within established enablement standards, monitors learner progress through training systems, and provides actionable feedback that improves readiness and performance. In addition, the role partners cross-functionally to surface trends, reduce friction, and strengthen training materials and learner outcomes while modeling BambooHR values and CX culture.

The Training Facilitator leverages AI-enabled tools and repeatable workflows to personalize learner support, identify readiness risks, accelerate skill development, and improve training effectiveness while maintaining accountability for learner outcomes and coaching decisions.

You will:

• Independently facilitate onboarding and skill-development programs for all CX roles, delivering engaging instructor-led sessions and guiding learners through digital/AI-supported modules.
• Create a psychologically safe, inclusive learning environment by applying adult learning principles, managing group dynamics, ensuring equitable participation, and maintaining high classroom engagement and pace.
• Coach and assess learner proficiency through observation of role plays, simulations, and practice work; provide timely, specific, and behavior-based feedback that improves performance and readiness. Use AI-assisted insights alongside direct observation, performance evidence, and coaching interactions to evaluate learner readiness, identify development opportunities, and tailor support plans.
• Conduct regular learner check-ins and clearly document progress, wins, risks, and next steps in Wrike and other training systems to ensure accurate cohort visibility for stakeholders.
• Monitor cohort health using LMS data, Wrike trends, Training Metrics Tracker, AI-assisted insights, and other available signals; identify performance patterns, validate findings, and implement appropriate interventions within established policies and standards.
• Address learner performance and conduct issues within defined guidelines; escalate sensitive or high-risk concerns appropriately and in a timely manner to the right partners (e.g., CX leadership, HR/Payroll SMEs).
• Manage training operations with precision (attendance, schedules, logistics, completion tracking, and follow-through) to keep cohorts on track and minimize surprise escalations.
• Contribute to continuous improvement by identifying content or process gaps, submitting updates for review and prioritization by Learning Experience Design team, piloting enhancements, and delivering concise, data-informed recommendations to improve learner outcomes and training effectiveness. Develop and refine repeatable AI-assisted facilitation and learner support workflows that improve coaching quality, learner engagement, operational efficiency, and readiness outcomes.
• Partner with Learning Experience Designers, Quality/Insights, Knowledge Governance, CXOps, and CX leaders to maintain alignment to current standards, SOPs, and performance expectations.
• Reinforce BambooHR values and CX culture throughout the trainee experience and contribute to facilitator team consistency through peer collaboration and shared calibration.
• Performance in this role is evaluated in part on the effectiveness of facilitation and coaching in driving learner readiness and performance outcomes.
• Apply professional judgment when reviewing AI-generated recommendations, learner insights, and coaching suggestions to ensure feedback and readiness decisions remain accurate, fair, and aligned with BambooHR standards.

What You Need to Get the Job Done

• 2+ years of experience facilitating instructor-led training, enablement, or onboarding in a customer-facing, support, or CX environment (or equivalent experience leading cohorts and coaching learners).
• Demonstrated ability to independently lead training cohorts end-to-end, manage classroom dynamics, and adapt facilitation approaches within established standards.
• Strong coaching and feedback skills, including documentation, performance assessment, and learner readiness decision-making aligned to defined criteria.
• Data-informed mindset: ability to interpret training, performance, and AI-assisted signals, spot trends, validate insights, and translate findings into clear actions and recommendations.
• Experience working in and maintaining accuracy across tools/systems (e.g., LMS, task/work management tools such as Wrike, trackers, dashboards, and collaboration tools such as Slack).
• Proven ability to handle challenging learner situations with professionalism, consistency, and appropriate escalation judgment.
• Excellent communication skills—clear, concise written updates and confident live facilitation presence.
• Ability to work onsite 5 days/week to support live facilitation, real-time coaching, and culture-building elements of the cohort experience.
• Experience using AI-enabled tools to support facilitation, learner assessment, coaching preparation, or performance analysis while maintaining accountability for learner outcomes.

What Will Make Us REALLY Love You 

• Experience supporting or training on SaaS products (especially HR, Payroll, or adjacent business software).
• Familiarity with quality frameworks, coaching rubrics, or competency-based assessment models.
• Experience partnering with instructional design or enablement teams to improve content and learner experiences.
• Experience leveraging AI-assisted insights, digital learning platforms, or AI-enabled workflows to improve facilitation effectiveness, learner engagement, coaching quality, and readiness outcomes.
• Background in high-volume, fast-changing CX environments and comfort adapting to updated processes and tooling.

What You'll Love About Us

• A Great Company Culture that has been recognized by multiple organizations like Inc, and Salt Lake Tribune
• Comprehensive health, life, and disability insurance 
• Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
• 401k plans with up to 6% company match
• $2000 Paid-Paid Vacation bonus
• EAP through Headspace
• Check out all our benefits that benefit you