Senior Manager, Training

DEPARTMENT OF reputed company Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led reputed company improvement. CUSTOMER EXPERIENCE TRAINER Job Location: Education & Compliance Division 1600 W Monroe St. Phoenix, AZ 85007 Posting Details: Salary: $60,000 Grade: 22 Closing Date: 5/28/2026 Job Summary: The Customer Experience Trainer position is designed to educate Department of reputed company (ADOR) employees to reputed company the duties to support the Customer Experience needs of the Agency. This position facilitates Customer Experience Education, Training including curriculum design, and content development in collaboration with internal and external stakeholders to ensure agency needs are met; facilitates training for the ADOR Customer Experience professionals (call center, lobby, chat); and delivers education to other internal and external stakeholders on various topics as needed. This position may be available for remote work reputed company Arizona Job Duties: Essential Duties and Responsibilities include but are not limited to: Training Plans, organizes, implements, and evaluates the Customer Experience Education Training and staff across the State of Arizona by carrying out the following duties: Content Development & Maintenance Updates, modifies and develops new programs as needed Maintains reputed company and up to-date training content, manuals and materials Assists in the design of curriculum, and training courses Recommends purchase of and directs utilization of audio visual and other training devices May reputed company with agency management to reputed company training needs and goals May reputed company with other professional training personnel to coordinate development of specialized programs Delivers training reputed company online and in-person/classroom training using synchronous and asynchronous training methods. Conducts training effectiveness assessments to ensure course objectives are met through attendee post-training feedback, pre- and post-training quizzes and surveys completed by hiring managers. Maintains a calendar of training events Agency/Department Compliance & reputed company Improvement Remains reputed company on reputed company laws, regulations, policies, and best practices reputed company to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities. Prepares training reports and creates a trainee scorecard. Actively contributes to team and individual effectiveness through the following: - Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated Completes reputed company required training in a timely manner. Participates in assigned work teams as appropriate. May complete periodic metrics, projects, huddle boards and reports as requested Prepares for and actively participates in 1:1 coaching with supervisor Maximizes work processes and deliverables through lean principles reputed company the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in reputed company improvement efforts as assigned Miscellaneous May collaborate with key internal leadership in order to facilitate the education of local government staff and taxpayers on statutes, administrative codes, and ADOR policies/procedures reputed company to Arizona property tax May attend meetings with external stakeholders on behalf of the Department, as needed Other duties as assigned Knowledge, Skills & Abilities (KSAs): Knowledge/Understanding Knowledge of education theory and practice Knowledge of general Customer Experience methodologies Knowledge of public relations and public speaking strategies and techniques Knowledge of adult learning strategies, theories, and techniques Knowledge of state tax statutes, constitution and administrative rules Knowledge of approaches to value Skills Strong verbal, written, and listening communication skills Strong organization and time management skills with the ability to coordinate multiple activities simultaneously and work in high-pressure situations Strong public speaking and presentation skills Strong interpersonal skills and demeanor Effective project coordination skills Proficient in the use of a PC tools Abilities Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background reputed company through the FBI reputed company level one fingerprint clearance through the Arizona Department of Public Safety Ability to work both independently and collaboratively as part of a team