Who We Are:  

Vivid Seats is the fastest-growing online marketplace for sports, theatre, and concert tickets.  We are dedicated to providing our customers with the best ticket buying experience in the industry. We offer the perks, culture, and opportunity of an entrepreneurial start-up, supported by the scale, stability, and resources of over a decade of profitable growth.

At Vivid Seats, you won't ever be a sub or sitting on the bench — we'll give you the opportunity to carry the rock or grab the mic starting day one.

If you enjoy continually looking for ways to make an impact on your team, organization, and industry, we’d like to hear from you.

Job Description:

Our team is seeking an expert in the training and development space to own existing and future training programs within the Vivid Seats contact center.  This includes everything from needs assessments with stakeholders, designing new curriculum, updating existing training programs and facilitating training courses for employees at all levels.

When not facilitating in classroom training programs, such as New Hire Orientation, the Learning & Development Trainer will roll up their sleeves to develop and execute new learning programs for our 350+ person contact center.

The Trainer will use a variety of training and instructional design techniques to create a dynamic and interactive classroom and/or online training environment. Our goal is to not only provide employees with the skills they need to succeed in their current roles but also to continue developing additional skills that help employees advance within the Vivid Seats organization.

We are striving to create a culture of learning and development throughout the organization and are looking for a driven, collaborative and innovative Trainer to help drive that mission.

Responsibilities:

• Lead and facilitate new hire and ongoing training classes for contact center team members including, but not limited to Customer Service, Sales and Online Support
• Design and deliver curriculum that focuses on uptraining existing employees developing their knowledge, skills, and capabilities (e.g. Utilizing a Call Flow, Using Outlook Effectively, Building Rapport on the Phone, and even Meditation for Self-Improvement)
• Collaborate regularly with Operations Leadership beyond training to analyze and assess training and development needs
• Provide reporting on training effectiveness, progress and necessary improvements
• Collaborate with Subject Matter Experts (SMEs) across the business on training content accuracy
• Facilitate Train the Trainer sessions for internal partners
• Assist with QA monitoring, feedback, coaching
• Instill the core pillars (communication, collaboration, transparency and service) through the training and development curriculum
• Assist with the development and execution of employee recognition programs
• Promote a customer focused learning experience that helps employees ensure that each interaction is a positive experience through consistent demonstration of empathy, respect, active listening, ownership and other critical soft skills

Desired Skills and Experience:

• 5+ years of training facilitation and curriculum design experience required
• Prior experience training customer facing employees on soft skills, leadership development and continuous learning opportunities
• Experience developing new training programs from conception to launch
• Proven project management skills
• Knowledge of the most effective and appropriate instructional methods / materials for each specific mode of learning
• Technically savvy; Proficient in Microsoft Office programs, e-learning tools, etc.
• Highly polished presentation skills and overall professionalism
• Superior written and verbal communication skills
• Excellent interpersonal skills in dealing with a diverse population
• Exceptional time management and organizational skills
• Demonstrated multi-tasking capability and proven success in a fast-paced environment
• Knowledgeable on traditional and modern training methods, tools and techniques

What We Offer:

Vivid Seats offers competitive compensation levels, substantial individual and team-based bonus opportunities, and a variety of workplace perks.  Specifically, staff has access to discounted event tickets, frequent in-office catered meals, monthly happy hours, team outings, subsidized healthy meal and snack programs, and summer sports leagues.  Standard benefits are also offered including medical/dental/vision/life insurance, paid maternity and paternity leave, 401(k) plan with employer match, flexible hours and paid time off, and transit plan discounts.

Vivid Seats is an equal opportunity employer.  Vivid Seats prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information.