Training Operations Specialist

Location: Remote- Eligible US Locations

About the role and about You:

Great support starts with clear, consistent training. When our members hit a snag, our Community Support team gets them back into Watopia and helps them make the most of their Zwift experience. We’re hiring a hands-on Training Operations Specialist to keep frontline training running smoothly, from preparing trainers and deploying eLearning to tracking completion and assessment results.

Our training program has a strong foundation: a structured new hire curriculum, an established design framework, and experienced subject matter expert trainers who facilitate instructor-led learning. Our Content & Learning team, which owns training, member-facing self-service content, and our internal knowledge base (IKB), develops training and IKB content together to keep them consistent. In this role, you’ll take that content where the rubber hits the road, making sure training reaches agents and trainers are ready to deliver it confidently. As our Seismic subject matter expert, you’ll also help us get the most out of our learning management system.

Your focus is training deployment, trainer readiness, reporting, and follow-through. Training slides and IKB content are developed by our content owners.

You’re organized, dependable, and easy to work with. You’re comfortable leading train-the-trainer sessions, communicating expectations, and following up on outstanding actions. You take direction well, own your responsibilities from start to finish, and proactively flag questions or blockers. You learn new tools, solve problems independently, and adapt as priorities change. You use AI thoughtfully, recognizing where it improves efficiency and where human validation is essential.

What you’ll do:

• Deploy new, update, and refresh training in Seismic, coordinating rollouts with SME trainers and BPO partners so content reaches agents on time.
• Host train-the-trainer sessions to prepare subject matter expert (SME) trainers for seasonal new hire classes and update training rollouts.
• Run regular audits of training materials with SMEs to catch inaccurate, outdated, or missing information, and report findings back to your team. 
• Build and sustain strong working relationships with SME trainers, partner teams, and BPO leaders, rooting feedback in curiosity and respect while openly receiving it in return.
• Own Seismic (our LMS): managing distribution groups, reporting on completion and assessment results, and working with BPO leaders to close gaps. Explore unused and emerging features, while recommending ones worth adopting.
• Occasionally facilitate instructor-led sessions, supporting our SME trainers.
• Partner with our Content & Process Architects to document cross-functional processes between our team, operations, and other partner teams.

What we’re looking for:

• 2+ years of instructional design, training, training operations, or learning and development experience.
• Hands-on LMS administrator experience using tools like Seismic (formerly Lessonly), Docebo, or equivalent, including user groups, enrollments, and reporting.
• Experience facilitating virtual training, including train-the-trainer sessions, ideally with globally distributed or BPO teams.
• Proficiency tracking training completion and following up with stakeholders across teams to close gaps.
• Familiarity with training design and evaluation models such as ADDIE and Kirkpatrick, and authoring tools like Articulate or Camtasia.
• Flexibility and an eagerness to support your team beyond training when priorities shift, whether for a short-term need or a longer-term change in focus.

Bonus points:

• A passion for cycling, running, or fitness.
• Experience supporting both internal and BPO (outsourced) contact center teams.
• Familiarity with Zwift, gaming, the software industry, or fitness technology.

If Zwift determines in any stage of our interviews that any AI tools are being used without disclosure or citation, your candidacy will be disqualified.

For All US Based Full-Time Positions:

The base salary for this position ranges between $56,500- $88,500. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, qualifications, and geographic location. In addition to base salary, Zwift is proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes performance bonuses, equity, and a full range of medical, financial, and other perks and benefits.