Specialist, Training and Content

Job Summary

As a Specialist, Training & Content, you will play an important role in helping our Customer Support team build the knowledge, skills and confidence needed to deliver exceptional service to our passengers.

This is a hands-on role focused on two key areas: facilitating engaging training experiences and creating clear, practical learning content. You will deliver new-hire, refresher and ongoing training while also developing presentations, e-learning, job aids, activities and assessments that make complex airline processes easier to understand and apply.

Working closely with subject matter experts and operational teams, you will help ensure our training remains current, engaging and connected to the realities of supporting our passengers.

Duties & Responsibilities

Facilitate Training

• Facilitate engaging and interactive training for new hires and existing Customer Support team members.
• Deliver new-hire, refresher, upskilling and process training in a virtual learning environment.
• Prepare for training by reviewing learning materials, refreshing system and process knowledge and developing practical examples and scenarios.
• Create an inclusive and engaging learning environment that encourages participation and builds learner confidence.
• Assess learner understanding through activities, knowledge checks, assessments and observation.
• Provide learners with coaching and feedback throughout training.
• Support on-the-job learning, nesting and the transition from training into the operation.
• Provide regular updates on learner progress, performance and readiness.
• Identify opportunities to continuously improve training delivery and the learner experience. 

Create Learning Content

• Turn policies, processes and operational information into clear, practical and engaging learning materials.
• Create and update facilitator presentations, e-learning modules, job aids, activities, scenarios, assessments and other learning resources.
• Develop digital learning content using tools such as Articulate, Canva, Google Slides and other approved platforms.
• Work with subject matter experts to understand new or changing processes and determine how best to communicate and teach them.
• Simplify complex information so Customer Support team members can understand and apply it confidently.
• Review and update existing learning materials as policies, systems and processes change.
• Ensure learning materials are accurate, visually engaging and consistent with established content standards.
• Incorporate learner feedback, operational trends and training observations into future content improvements.

Knowledge & Communications

• Ensure training materials remain aligned with approved knowledge resources, policies and operational guidance.
• Maintain a strong working knowledge of Customer Support processes, systems and service expectations.
• Identify outdated, unclear or conflicting information and work with the appropriate subject matter expert or content owner to clarify it.
• Support updates to learning and knowledge resources when processes or policies change.
• Create clear and practical communications that help Customer Support team members understand changes and what they need to do differently.
• Help ensure important operational and learning updates are communicated consistently across training and supporting resources.

Support Quality & Operations

• Use quality trends, learner feedback and operational observations to identify opportunities for additional training or improved learning content.
• Participate in quality calibration, training readiness and continuous-improvement activities.
• Complete call reviews or quality evaluations when required to support learning and operational priorities.
• Maintain familiarity with the Customer Support environment, systems and agent experience.
• Support front-line operations during peak periods when required.
• Adapt to changing priorities and support additional Customer Support Enablement initiatives as business needs evolve.
• Actively participate in Porter's Safety Management System (SMS) by identifying and reporting workplace hazards and promoting a safe work environment

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

• Teamwork: Working collaboratively with others to achieve organizational goals.

• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

• 2+ years of experience in training facilitation, learning content development, customer support or a related role.
• Experience facilitating training or presenting information to groups in a classroom or virtual environment.
• Experience creating presentations, job aids, training materials or digital learning content.
• Confidence taking complex information and turning it into clear, practical and easy-to-understand learning materials.
• Strong presentation, facilitation and written communication skills.
• Comfortable providing coaching and constructive feedback to learners.
• Experience using tools such as Canva, Google Workspace, Articulate or similar learning and content-development platforms.
• Strong organizational skills and attention to detail.
• Ability to manage changing priorities and work effectively in a fast-paced operational environment.
• A collaborative approach and ability to build positive working relationships with subject matter experts, operational teams and other stakeholders.
• A continuous-improvement mindset and curiosity about how training and content can improve the employee and passenger experience.
  Experience within a contact centre, airline, travel, hospitality or other customer-focused environment is an asset.
  
  

Location

Toronto Downtown Office (250 Yonge Street) #LI-Hybrid

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.