Senior Specialist, Training & Performance Excellence

Job Summary
Designs, develops, and delivers hands‑on training using approved learning platforms to support Centralized Services team members. Responsible for planning, facilitating, and tracking training activities that build job readiness and practical skills. Collaborates with leadership and Human Resources to identify training needs and implement effective learning solutions. Establishes training processes and standards that promote consistency, efficiency, and increased productivity across Centralized Services.

• Designs and develops hands‑on training programs using approved learning platforms to support Centralized Services Staff.
• Deliver instructor‑led, virtual, and self‑led training that builds practical skills and job readiness.
• Create and maintain training materials, including simulations, job aids, guides, and assessments.
• Collaborate with leadership and Human Resources to identify training needs and align solutions to business goals.
• Implement standardized training processes to ensure consistency and quality across Centralized Services.
• Track training completion, participation, and outcomes using established reporting tools and systems.
• Evaluate training effectiveness and recommend improvements based on feedback and performance data.
• Ensure training content remains current, compliant, and aligned with process or system changes.
• Ensure training materials and delivery methods align with organizational standards, compliance requirements, and quality expectations.
• Support onboarding, upskilling, and continuous learning initiatives across multiple lines of business.
• Partner with cross‑functional teams to enhance training delivery methods and learner experience.
• Serve as a liaison to leaders and stakeholders by consulting on learning needs and recommending effective solutions.
• Support knowledge transfer initiatives to ensure training solutions are scalable, repeatable, and sustainable across teams.

Job Responsibilities

• Develops, implements, and delivers training programs to Service Desk and Field Services staff. Identifies and develops training programs through needs assessment, observations, and review of key performance indicators.
• Creates training course content as appropriate for the Service Desk or Field Services staff under the direction of the Training Manager.
• Designs and creates training presentations and job manuals, job aids and other support training materials.
• Manages the development of training of new and existing employees on new projects, processes and systems.
• Ensures coaching, development and follow up with employees after completion of the training courses.
• Conducts training evaluations to establish the effectiveness of the training course.
• Works collaboratively with the Training Manager in the planning, development, presentation and evaluation of Service Desk and Field Services training programs.
• Assesses requests for new training programs and changes to existing training programs and scheduling processes.
• Assesses each course within a proposed program to identify the training facility and the resource requirements. Identifies the effect impact of all training scheduling and resource allocation activities for both the Service Desk and the Field Services organizations.
• Creates change management and communications documentation as identified the preestablished communication plan.
• May provide coaching and mentoring to more junior Training Specialists

About Walgreens
Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.


Basic Qualifications

• High School/GED and at least 2 years of experience training in a service desk or field service organization
• Experience with MS Office Suite.
• Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
• Experience with training tools.
• Experience facilitating group discussion (including scribing, recording, timekeeping, and leading discussions.
• Experience developing and delivering presentations to various audience levels within an organization.
• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
• Experience in providing training and developing process documentation/user manuals for staff in a Field Service or Service Desk organization.
• Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
• Experience communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, prospective acquisitions, external clients).
• Experience developing ways of accomplishing goals with little or no supervision, depending on oneself to complete objectives and determining when escalation of issues is necessary.
• Experience establishing & maintaining relationships with individuals at all levels of the organization, in the business community & with vendors.
• Willing to travel up to/at least 25% of the time for business purposes (within state and out of state)

Preferred Qualifications
We will consider employment of qualified applicants with arrest and conviction records.
Salary Range: $57800 - $84800 / Salaried