Training Specialist II

***This role has in-office monthly attendance requirement between 25%-40% dependent upon local office requirements***

About the Role:

The Auto Physical Damage (APD) Claims Learner Engagement Coach Team within Knowledge & Development Solutions (KDS) is seeking a high-performing coaching professional to serve as both an APD Learner Engagement Coach and Team Lead.

This role is responsible for driving learner proficiency, accelerating performance outcomes, and enabling business readiness across APD. Through coaching, facilitation, performance consulting, and continuous improvement efforts, the successful candidate will help frontline employees and leaders close skill gaps, improve operational effectiveness, and achieve measurable business outcomes.

In addition to providing individual and group coaching, this position serves as Team Lead for the APD Coach Team. The Team Lead is responsible for promoting consistency across coaching practices, supporting onboarding and mentorship of coaches, coordinating team capacity, leading reporting and analytics efforts, and partnering with business stakeholders to continuously evolve coaching strategies based on performance data and business needs.

This individual must be skilled at influencing without authority, leveraging data to identify opportunities, recommending solutions that improve learner outcomes, and fostering a culture of accountability, collaboration, innovation, and continuous improvement.

Responsibilities:

• Deliver high-impact one-on-one and group coaching that accelerates technical proficiency, confidence, and workplace performance.
• Create individualized development plans based on performance data, formal assessments, manager observations, and learner needs.
• Identify knowledge and skill gaps and develop targeted coaching strategies to improve performance outcomes.
• Reinforce key claims handling behaviors, technical knowledge, and business processes through structured coaching engagements.
• Provide timely, actionable, and measurable feedback that enables learners to achieve proficiency and performance goals.
• Serve as a trusted advisor to frontline employees and leaders in support of learner success.
• Facilitate technical training programs for both new and experienced adjusters in live and virtual environments.
• Deliver engaging learning experiences that accommodate diverse learning styles and business needs.
• Partner with instructional designers, subject matter experts, and business leaders to develop and evolve learning content.
• Contribute to the creation of scalable learning solutions that improve learner effectiveness and business readiness.
• Support pilot programs, learning innovations, and continuous improvement initiatives across APD.
• Partner with APD leaders to identify performance trends, capability gaps, and emerging learning needs.
• Analyze learner performance data, coaching outcomes, surveys, observations, and other performance indicators to identify opportunities for improvement.
• Recommend and implement coaching strategies that address business priorities and improve operational results.
• Evaluate program effectiveness and make data-driven recommendations to improve learner outcomes, adoption, and proficiency attainment.
• Serve as an SME and consultant for coaching best practices, learner development strategies, and training program effectiveness.
• Support administration and execution of coaching and training programs, including communications, scheduling, learner tracking, reporting, and program coordination.
• Drive process improvements that increase efficiency, consistency, and scalability across coaching operations.
• Leverage reporting tools and analytics to measure impact and communicate program effectiveness to stakeholders.
• Contribute to the achievement of KDS operational goals, capacity expectations, and strategic priorities.
• Identify opportunities to responsibly apply AI and other emerging technologies to improve coaching effectiveness and operational efficiency.
• Co-lead onboarding and mentorship of new APD Coaches to ensure a successful transition into the role.
• Assist with coordination team capacity planning, workload balancing, and coaching assignment distribution.
• Establish and promote consistency in coaching standards, methodologies, tools, and best practices.
• Monitor and analyze learner outcome data, coaching effectiveness measures, and business impact indicators.
• Prepare and communicate team reporting, insights, trends, and recommendations to KDS and APD leadership.
• Lead team projects, committee work, and continuous improvement initiatives aligned to organizational priorities.
• Facilitate knowledge sharing and professional development opportunities across the APD learner engagement team.
• Partner with leadership to identify risks, opportunities, resource needs, and emerging business requirements.
• Influence strategic direction for coaching programs by leveraging learner, performance, and business outcome data.
• Foster a high-performing team culture that emphasizes accountability, innovation, transparency, inclusion, and collaboration.
• Serve as a role model for coaching excellence, stakeholder partnership, and continuous learning.

• Prior APD Coach experience in current operating model
• Demonstrated success coaching employees to achieve measurable performance outcomes.
• Strong knowledge of APD claims handling practices, procedures, and business operations.
• Proven ability to interpret performance data and translate insights into actionable coaching strategies.
• Strong facilitation, presentation, communication, and stakeholder management skills.
• Working knowledge of adult learning principles, instructional design methodologies, and coaching best practices.
• Demonstrated project leadership and continuous improvement experience.
• Experience influencing stakeholders and driving results without direct authority.
• Strong analytical, organizational, and problem-solving skills.
• Bachelor's degree or equivalent experience required.
• 5-6 years of combined technical, coaching, training, or development experience.
• Advanced education in training, organizational development, instructional design, or related disciplines preferred.