[Hiring] Customer Experience Learning Enablement Specialist I @CareOregon

Role Description

The Customer Experience Learning Enablement Specialist I contributes to the development, delivery, and maintenance of learning solutions that support frontline readiness, consistent performance, and effective communication. Working within the department’s coordinated enablement function, this role collaborates with Performance Insight and Process Enablement teammates and partners with Operations to address performance and learning needs. This role supports identification of learning gaps by incorporating performance insights, operational feedback, and frontline observations. The Specialist I develops and updates learning materials, delivers training, and implements timely solutions that reflect current workflows and standards. This role applies established learning frameworks and contributes feedback to support continuous improvement and the enablement of frontline teams.

Essential Responsibilities

• Support identification of learning and training gaps by using performance insights, operational feedback, and frontline observations to inform learning solutions.
• Partner with Performance Insight teammates to understand performance patterns and determine when learning interventions are required.
• Build understanding of how performance insights inform learning needs.
• Develop and deploy timely stop gap learning solutions to address immediate performance or knowledge needs; execute solutions based on defined priorities and guidance.
• Design and deliver foundational learning solutions aligned with frontline workflows, responsibilities, and performance expectations.
• Apply established frameworks and contribute ideas to improve learning design.
• Support onboarding and refresher learning experiences that reinforce essential knowledge, skills, and service standards.
• Develop familiarity with structuring learning programs and identifying improvement opportunities.
• Translate complex processes, systems (tools and platforms), and policies into clear, accessible, and learner focused learning materials.
• Develop skills in simplifying complex information for learner understanding.
• Partner with Operations as primary customers to ensure learning content reflects real world workflows, tools, and expectations.
• Gather input from Operations and participate in discussions to understand business needs.
• Collaborate within the enablement function, including Performance Insight and Process Enablement teammates, to align learning solutions with identified performance gaps and improvement priorities.
• Observe and contribute to cross-functional planning discussions.
• Ensure all learning materials reflect current state Operations and performance standards.
• Maintain accuracy and escalate discrepancies when identified.
• Maintain and update learning materials to reflect operational changes, tool updates, and evolving performance expectations.
• Own updates while learning how changes impact broader learning strategy.
• Gather learner and stakeholder feedback to inform continuous improvement.
• Summarize feedback and identify patterns to support evaluation led by senior staff.
• Consistently apply learning standards and PE competencies across learning content and delivery.
• Build foundational understanding of frameworks used in learning design.
• Partner with the People & Culture Learning Team to align learning solutions with enterprise learning strategies and design standards, ensuring role-specific learning needs are addressed while complementing enterprise learning programs.

Qualifications

• Minimum 2 years of experience in training, onboarding, or learning support in an operational or customer-facing environment.
• Experience developing, updating, and delivering learning materials or training programs.
• Experience following established processes and explaining them clearly to employees.
• Preferred: Experience in healthcare, insurance, or a similarly regulated environment.
• Preferred: Experience working in a contact center or customer experience setting.

Requirements

• Foundational knowledge of learning principles, including how adults learn in a workplace setting.
• Understanding of structured processes, workflows, and policies in an operational or customer-facing environment.
• Familiarity with training or onboarding practices and common learning formats (e.g., instructor-led, virtual, written materials).
• Ability to communicate learning content, expectations, and updates clearly and professionally to frontline staff and partners.
• Ability to adjust communication style to support understanding and engagement across varying experience levels.
• Ability to collaborate effectively with Operations and enablement partners to support learning initiatives.
• Ability to listen actively and incorporate feedback to continuously improve learning delivery materials.
• Ability to maintain consistent performance while managing feedback, new information, and changing priorities.
• Ability to adjust approach and pacing in response to learner needs and business updates.
• Ability to complete assigned learning tasks and deliverables with accuracy and attention to detail.
• Ability to manage assigned responsibilities effectively in a remote or hybrid work environment.
• Ability to follow established workflows, timelines, and documentation standards with consistency.
• Ability to seek clarification or guidance when needed to ensure quality and alignment with expectations.
• Ability to support the delivery of training programs, onboarding, and learning sessions using established materials and frameworks.
• Ability to facilitate and co-facilitate learning activities in a structured and learner-focused manner.
• Ability to create a positive, inclusive, and supportive learning environment that encourages participation.
• Ability to reinforce key concepts, resources, and expectations to support learner success.
• Ability to gather and document learner feedback, observations, and outcomes accurately and consistently.
• Ability to apply feedback to improve learning delivery and effectiveness over time.
• Ability to identify and communicate opportunities to improve learning clarity, pacing, and engagement.
• Ability to identify and communicate opportunities to improve learning content and the learner experience.
• Ability to work effectively with diverse individuals and groups.
• Ability to learn, focus, understand, and evaluate information and determine appropriate actions.
• Ability to accept direction and feedback, as well as tolerate and manage stress.
• Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day.
• Ability to hear and speak clearly for at least 3-6 hours/day.

Benefits

• Competitive pay and bonus opportunity.
• Comprehensive benefits package including medical, dental, vision, life, AD&D, and disability insurance.
• Health savings account, flexible spending account(s), lifestyle spending account, employee assistance program, wellness program, and discounts.
• Multiple supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings, etc.).
• Strong retirement plan with employer contributions.
• PTO and Paid State Sick Time based on hours worked/scheduled hours and the primary work state.
• Paid holidays, volunteer time, jury duty, bereavement leave, and more, depending on eligibility.

Company Description

CareOregon is an equal opportunity employer. The organization selects the best individual for the job based upon job related qualifications, regardless of race, color, religion, sexual orientation, national origin, gender, gender identity, gender expression, genetic information, age, veteran status, ancestry, marital status or disability. The organization will make a reasonable accommodation to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the operation of our organization.