Summary of Job Description:
The Senior Technical Support Trainer is responsible for working on the design, development, delivery, and continuous improvement of technical training, knowledge management, and performance enablement programs that support Panda's technology ecosystem. This role partners with cross-functional teams to drive associate readiness, technology adoption, and operational excellence through innovative learning solutions, AI-enabled content development, knowledge-centered support practices, and data-driven training strategies. The Senior Technical Support Trainer leverages emerging technologies and learning analytics to improve performance, increase efficiency, and enhance the associate’s experience.
Job Responsibilities:
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Partners with other functions on the development of scalable learning solutions using blended learning methodologies, including eLearning, virtual instructor-led training, simulations, videos, microlearning, and AI-assisted learning experiences.
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Works on designing, developing, maintaining, and continuously improving training materials, including eLearning modules, instructor-led content, job aids, knowledge articles, assessments, and performance support resources.
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Performs evaluations for all contact methods (e.g., Phone, Chat, Email, etc.) to ensure proper application of new knowledge and skills and demonstrate call quality.
- Handles support calls from customers to stay current and relevant.
- Partners with subject matter experts, business stakeholders, and project teams to identify training needs and ensure learning solutions align with operational priorities and business objectives.
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Evaluates and leverages AI-powered tools and technologies to improve learning design, content development, knowledge management, learner engagement, and training effectiveness.
Facilitates onboarding, upskilling, and continuous learning programs while assessing learner proficiency and measuring training effectiveness through evaluations, assessments, and performance metrics.
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How we reward you:
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Hybrid Work schedule
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401K with company match
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Yearly bonus opportunity*
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Full medical, dental, and vision insurance *
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On-site fitness center, biometric screen, and flu shot clinic
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Discounts at Panda restaurants, theme parks, and gym memberships
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Paid time off starting at 15 days with 7 federal holidays*
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Continuous education assistance and scholarships*
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Income protection including Disability, Life and AD&D insurance*
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Bereavement leave*
- Benefits available for eligible permanent full time associates
Your background and experience:
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Bachelor’s degree in IS or related field or equivalent experience required
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5+ years of technical writing and training experience; experience utilizing AI-enabled productivity tools, learning technologies, or knowledge management platforms preferred
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Successful completion of initial and periodically required trainings.
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Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.
Pay Range: P3: $90,000 - $126,500 / Annual
- Within the range, individual pay is determined using various factors, including work location and experience.
#LI-Hybrid
Panda Strong since 1983:
Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,800 locations globally, we continue our mission of delivering exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Whether it’s impacting our team or the communities we work in, we’re proud to be an organization that embraces family values.
You’re wanted here:
Panda Restaurant Group, Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity, and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex/gender (including pregnancy, childbirth, lactation and related conditions), gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status. Additionally, Panda Restaurant Group, Inc. complies with all federal, state, and local laws regarding requests for workplace accommodation. The Americans with Disabilities Act (ADA) prohibits discrimination against qualified individuals on the basis of disability. Applicants are entitled to reasonable accommodations, absent undue hardship, to effectively participate in the application and hiring process, for example, sign language interpreters. If you believe you require an accommodation for the application or interview process or for the position for which you are applying, please reach out to [email protected].
