Service Operations Trainer

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

The Service Operations Trainer is responsible for advancing field service performance by ensuring the effective adoption of new products, workflow software, and service processes. This role partners closely with instructional design, Salesforce Support, product, and technical teams to deliver highquality training, lead change management efforts, and drive continuous process improvement. Through expert facilitation, technical evaluation, and stakeholder collaboration, the Service Operations Trainer enables consistent execution, operational efficiency, and sustained business results.

Job Summary:

This position exists to ensure that technical innovations, process enhancements, and Salesforce workflows are successfully translated into daytoday field service operations. The Service Operations Trainer serves as a critical link between development teams and field service personnel, ensuring readiness, competency, and alignment as the organization evolves.

Outcomes:

• Improving productivity and quality through effective skill transfer and retention
• Reducing operational variability by standardizing workflow processes across field service
• Accelerating adoption of new products and software through handson training and change management
• Enhancing customer experience by ensuring technicians are competent, confident, and efficient
• Supporting scalability and growth by enabling a workforce that adapts quickly to change

Essential Job Functions:

• Plays a critical role in driving change management related to any changes in standard operating procedures, Frequently Asked Questions, and owning communications.
• Functions as a dotted line contributor to the Salesforce Support team, with a goal of identifying continuous improvement enhancements and ways to improve communicating change.
• Functions as a Salesforce business subject matter expert related to initiatives, projects, etc.
• Responsible for all Salesforce new hire training.
• Leads recurring subject matter expert meetings with field service leadership.
• Acts as a liaison between field service, product development, and technical teams
• Influences outcomes before launch by contributing to product reviews, software testing, and workflow design
• Combines instruction, process improvement, and technology enablement into one integrated role
• Actively assesses competency and identifies continuous improvement opportunities-not just delivers training
• Partner with instructional designers to create engaging training programs that enhance retention and transfer.
• Lead live in-person training and web-based training sessions to internal clients.
• Identifies opportunities for continuous process improvement within field service.
• Assess service technician competency of workflow software.
• Contributes to testing and development of workflow software.
• Oversees change management communications pertaining to software enhancements and changes in process to field service.
• Remains knowledgeable of new products and services.
• Supports technical product training across product lines as needed.
• Any other duties assigned.

Qualifications:

These attributes are required unless otherwise specified as preferred.

• Bachelor's degree in related field or equivalent experience.
• 3+ years of experience of dedicated training, teaching, or related experience.
• Valid gaming card and/or the ability to obtain required jurisdictional licenses.
• Must be at least 21 years of age, as required by law. Experience with change management and continuous improvement methodology.
• Lean Six Sigma experience preferred.
• Casino operations and gaming experience preferred.

Knowledge, Skills and Abilities:

• Awareness of emerging technologies and learning innovations relevant to technical training and performance improvement.
• Strong facilitation and presentation skills for both inperson and virtual training environments.
• Analytical skills to assess technician competency, identify performance gaps, and recommend improvement actions.
• Effective collaboration and stakeholder management skills across technical, product, instructional design, and field service teams.
• Strong written communication skills for developing training materials, documentation, and change communications.
• Problemsolving skills with a continuous improvement mindset

Physical Requirements:

• Ability to sit, stand, and move within an office, training, or classroom environment for extended periods.
• Ability to operate standard office equipment, including computers, keyboards, monitors, phones, and audiovisual training tools.
• Ability to lift and carry training materials or equipment up to 25 pounds on an

Work Conditions:

• Primarily officebased with time spent in training rooms, conference spaces, or virtual learning environments.
• Regular business hours with extended hours primarily based on initiative/project need to support content creation, training schedules, product launches, or system deployments.
• Interaction with crossfunctional teams including field service, technical, product development, and leadership stakeholders.
• Fastpaced environment requiring adaptability to evolving products, technologies, and processes.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.