Senior Specialist, Instructor Excellence

WHY CHOOSE US?

As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans Resource Group, and the Women's Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine!

We are currently seeking Full Time Senior Specialist; Instructor Excellence This is a work from home position. This position is open to qualified candidates located in the continental United States.

WHAT YOU NEED TO KNOW

The Sr. Specialist, Instructor Excellence, reporting to the Manager, Instructor Excellence, plays a crucial role in promoting and enhancing the quality of delivery for all Training Services classes. The Sr. Specialist, Instructor Excellence assumes responsibility for a range of tasks following the conclusion of Quality Assurance and Compliance (QAC) investigations. These tasks include coaching, facilitating retraining opportunities, overseeing probationary measures, class observations, administering & analyzing student surveys, etc.

WHERE YOUR CAREER IS A FORCE GOOD (Key Responsibilities):

• Efficiently manage and track complex customer service issues from diverse channels, such as email and Salesforce cases, until their resolution.
• Perform a range of administrative tasks, including the management of Service Delivery mailboxes.
• Support accommodation requests for Service Delivery classes, aligning with the Inclusion Resource Guide.
• Identify business trends and gaps, offering insights for improvement.
• Participate in or lead various initiatives and projects.
• Promotes and enhances the quality of the delivery of Training Services courses and class instruction.
• Functions as a lead coach to internal and external stakeholders in Red Cross course training courses, with limited guidance and support.
• Monitors and evaluates Instructor's performance to validate they are conducting classes in compliance.
• Collaborate closely with cross-functional teams, including Training Services Business Process & Compliance, Sales, BGST, TSC, Customer Operations, Quality Assurance & Compliance, Product, Chapter Partners, and others.
• Performs other duties as assigned by Service Delivery Leadership.

*Standard Schedule: Monday-Friday standard business hours.

The salary range for this position is $54,500-$72,600. Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the work is performed. The stated salary range in this posting is an average. The specific salary information will be shared at the time of phone screening based upon your location and qualifications.

This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded.

WHAT YOU NEED TO SUCCEED:

Education: Bachelor's degree required.

Experience: Minimum 3 years of related experience or equivalent combination of education and related experience required.

Skills & Abilities:

• American Red Cross Instructor/Trainer certifications in First Aid/CPR/AED and Basic Life Support required within 1 year.
• An understanding of ARC Training Services preferred.
• Superior organizational, planning, and problem-solving skills.
• Ability to work in a fast-paced environment.
• Innovative and proactive decision-making skills with strong vision with a demonstrated ability to create and coordinate workflow, delegate tasks, and implement necessary changes.
• Intermediate computer skills and demonstrated ability to utilize MS Office programs required.
• Working knowledge of Salesforce.com as it relates to Training Services, Red Cross Learning Center (RCLC), Skedulo, SharePoint.
• Demonstrated professional written, verbal, and interpersonal skills.

Travel: Ability to travel 20-30%

* Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).

• WHAT WILL GIVE YOU THE COMPETITIVE EDGE: Experience with our FA/CPR/AED/ BLS courses.

BENEFITS FOR YOU:
We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.

* Medical, Dental Vision plans

* Health Spending Accounts & Flexible Spending Accounts

* PTO Holidays

* 401K with 5% match

* Paid Family Leave

* Employee Assistance

* Disability and Insurance: Short Long Term

* Service Awards and recognition