Learning Facilitator

Position Description

Tacoma Public Utilities is seeking a dynamic and collaborative

Learning Facilitator

. This role is ideal for someone passionate about delivering engaging learning experiences, driving continuous improvement, and helping teams provide exceptional customer service.

In this role, you will develop and deliver large-scale, complex training programs for both new hires and existing employees. Additionally, you will partner with curriculum developers to assist in designing engaging, instructor-led training sessions. You’ll play a critical role in equipping staff with the tools, knowledge, and confidence needed to succeed in a customer-focused environment by facilitating both in-person and virtual learning experiences.

You will collaborate closely with subject matter experts (SMEs), leadership across Tacoma Public Utilities and the City of Tacoma, and external technology vendors to ensure training aligns with organizational goals and evolving business needs.

Key Responsibilities

- Develop, manage, and deliver engaging instructor-led and virtual training programs focused on customer experience technologies, policies, and procedures

- Partner with SMEs and leadership to conduct workforce research and training needs analysis

- Facilitate interactive group training sessions that promote learner engagement and success

- Collaborate with curriculum developers to design impactful learning experiences

- Record instructional videos and product demonstrations for e-learning courses

- Develop and manage the training calendar within the Learning Management System (LMS)

- Coordinate and administer e-learning programs, including tracking participation and completion

- Analyze qualitative and quantitative training data to measure effectiveness and improve outcomes

- Prepare reports on learner progress and training impact to support decision-making

- Maintain training materials, classroom environments, and curriculum content

- Provide coaching, feedback, and support to learners to enhance performance and growth

Qualifications

Minimum Education*

Bachelor's degree in business or public administration, communications or directly related field

Minimum Experience

4 years of progressively responsible customer service experience

- Relevant education and experience may substitute for one another on a year-for-year basis.

Desired Qualifications

Experience developing and delivering training on customer service platforms, such as SAP and Genesys

Selection Process & Supplemental Information

City of Tacoma Commitment to Diversity and Inclusion

At the City of Tacoma, we're on a mission to make our workforce as diverse and inclusive as the community we serve. We're committed to eliminating racial and other disparities, and we actively seek out candidates from a wide range of backgrounds and cultures. Join our team at the City of Tacoma and help us build a more vibrant, inclusive, and equitable community for all.

The City of Tacoma believes that diversity of thought, background, and experience contributes to our success and innovation. If you’re passionate about this role and our mission, we encourage you to apply. If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.

Apply

Interested individuals should apply online by completing the application and attaching a resume and cover letter by the closing date and time listed on the job announcement. Applications received without attaching the required materials may not progress in the selection process.

Compensation & Benefits

Pay Details:

Hourly Rate: $47.25- $66.50

Annual Salary: $98,280.00- $138,320.00

Employee Benefits | City of Tacoma

Get Assistance

For assistance with the application process or questions regarding this job announcement please contact the Human Resources office at (253) 591-5400 by 4:00 p.m. of the closing date of the job announcement.

For technical difficulties using the NEOGOV system, call the applicant support line at 1-855-524-5627 between 6:00 a.m. and 5:00 p.m. Pacific Standard Time. This will allow us to assist you before the job announcement closes.

Communication with the City of Tacoma

We primarily communicate via email during the application process. Emails from Tacoma.gov and/or governmentjobs.com should be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk email folders.