Job Description
Intuit is a global technology company that provides financial software solutions and services to help individuals, small businesses, and organizations manage their finances effectively. The company focuses on innovation, customer success, and empowering employees through continuous learning and development opportunities.
The Staff Facilitator & Training Coordinator is a high-impact shared-skill role that combines live learning delivery and operational training coordination into one integrated position. The role is responsible for facilitating ILT, VILT, and blended learning programs that create measurable behavior change while managing end-to-end training operations, logistics, LMS administration, scheduling, learner communication, and training analytics.
The ideal candidate should be comfortable managing both training facilitation and operational responsibilities. The role requires strong preparation, presentation skills, adaptability, attention to detail, and the ability to create engaging learning experiences while maintaining accurate training records and reporting.
Key responsibilities include delivering ILT and VILT training sessions on customer service, product knowledge, communication skills, systems navigation, and role-specific content for new hire onboarding, upskilling, and continuous learning programs.
The candidate will create inclusive and engaging learning environments using adult learning principles, role plays, case studies, call simulations, and scenario-based exercises. The role involves facilitating nesting and on-the-job practice sessions, providing coaching and feedback, adjusting training delivery based on learner engagement and comprehension, and collaborating with QA and Operations teams to align training content with business KPIs, quality standards, and performance expectations.
The Training Coordinator responsibilities include managing end-to-end training schedules, calendar setup, learner invitations, rescheduling, cancellations, virtual session arrangements, breakout room management, and resolving real-time training logistics issues.
The role will manage learner enrollment, waitlists, completion tracking, certifications, and LMS records while ensuring audit-ready documentation. Responsibilities also include maintaining training materials, facilitator guides, workbooks, job aids, coordinating vendors and invoices, preparing learner communications, sending reminders, managing pre-work instructions, and distributing evaluation surveys after training completion.
The position requires tracking and reporting training metrics including attendance, no-show rates, completion rates, learner satisfaction scores through Kirkpatrick Level 1 evaluation, and post-training assessment results through Kirkpatrick Level 2 evaluation. The candidate will analyze training trends, identify improvement opportunities, maintain dashboards and trackers, participate in training reviews, and contribute to continuous learning improvement initiatives.
Required qualifications include an Associate's or Bachelor's degree in HR, Education, Organizational Development, Business Administration, or related field, or equivalent professional experience. Candidates should have 3-5 years of experience facilitating training programs in contact center, customer service, financial services, or similar environments with experience in blended learning formats including ILT, VILT, and eLearning.
Candidates should also have 1-3 years of experience in training coordination, learning operations, HR administration, or event and program management. Experience with enterprise LMS platforms such as Workday Learning, Docebo, Cornerstone OnDemand, or equivalent is required. Knowledge of virtual platforms including Zoom, Teams, Webex, Google Meet, Microsoft Office, or Google Workspace is preferred.
Additional preference will be given to candidates with certifications such as ATD CPTD/APTD, Kirkpatrick Four Levels, ICF, or equivalent. Familiarity with financial services, tax, accounting, small business software, adult learning principles, ADDIE/SAM methodology, coaching struggling learners, and project management tools like Smartsheet, Asana, or Jira will be an advantage.
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