Learning Program Facilitator

Description:

Zendesk is looking for an engaging, outgoing, and human-centered Training Program Facilitator (champion and advocate) to serve as the face and lead presenter of our new hire orientation program (NHO). You will provide a warm, memorable, and impactful welcome to Zendesk. We don’t believe in doing things a certain way just because that’s how they’ve always been done. We want someone who will come to Zendesk with fresh ideas and new ways to approach our work.

This role reports to the Senior Manager of Talent Development and works closely with many global cross-functional partners to bring the program to life. You will be a critical part of Zendesk's ongoing growth and evolution. You will lay the cultural and belonging foundation for new hire success at Zendesk. You’ll be responsible for:
Responsibilities:

• Facilitating/Delivering our new hire orientation program (NHO) to regional cohorts over two days on a weekly basis (virtual delivery via Zoom)

• Championing and infusing Zendesk’s culture and values into the onboarding experience to ensure new Zendeskians have a clear understanding of our organization, operating principles, and how we work

• Passionately thinking about the new hire experience and how you can make it as welcoming and impactful as possible

• Building strong relationships with our program ownership and support staff

• Leveraging robust facilitator materials to present content

• Facilitating team-based activities in breakout rooms - you’ve done this before and recognize the role of clear and concise instructions in activity success

• Managing virtual classroom technology (Zoom) and other learning technologies in delivering the program

• Monitoring new hire messaging channel (Slack) to provide instructions, make connections, and answer questions from our new hires

• Sharing and escalating new hire questions/concerns with appropriate staff to find answers and resolve issues

• Work with HR operations to ensure that all necessary paperwork is captured/completed on first day

• Surfacing/sharing feedback provided by new hires on the effectiveness of the program, content, materials, and technologies to program owners

• Making suggestions for program improvements based on new hire feedback and other data

• Make edits to materials, test edits/updates, and source feedback from HR partners and subject matter experts

• Keep aware of the company's happenings and think of ways to incorporate content into new hire onboarding experience

• Logging all important questions and concerns from our new hires in a tracker

• Tracking attendance for each cohort and each day of the program

• Contacting missing new hires or their managers to ensure attendance

• Creating summary reports for each cohort/session

• Manage vendor for new hire swag/welcome gifts and internal logistics (E.g. submitting requests to Procurement and Accounts Payable)