Senior Technical Support Trainer

The Senior Technical Support Trainer is a hybrid role based in Rosemead, California, with a salary ranging from USD 90,000 to 126,500 annually. This position designs, delivers, and continually enhances technical training, knowledge management, and performance enablement initiatives to support Panda Restaurant Group's technology ecosystem. Collaboration with cross-functional teams drives associate readiness, technology adoption, and operational excellence through innovative, data-driven learning solutions.

Responsibilities

• Collaborate with multiple functions to create scalable learning programs using blended formats, including eLearning, virtual instructor-led sessions, simulations, videos, microlearning, and AI-assisted experiences.
• Design, develop, maintain, and continuously improve training materials such as eLearning modules, instructor-led content, job aids, knowledge articles, assessments, and performance-support resources.
• Evaluate all support channels (phone, chat, email, etc.) to ensure proper application of new knowledge and to monitor call quality.
• Manage customer support interactions to remain current with evolving knowledge and practices.
• Partner with subject matter experts, business stakeholders, and project teams to identify training needs and ensure learning solutions align with operational priorities and business objectives.
• Assess and leverage AI-powered tools and technologies to enhance learning design, content development, knowledge management, learner engagement, and training effectiveness.
• Lead onboarding, upskilling, and continuous learning programs while evaluating learner proficiency and measuring training impact through evaluations, assessments, and performance metrics.

Requirements

• Bachelor’s degree in Information Systems or a related field, or equivalent professional experience.
• Minimum of 5 years in technical writing and training, with preferred experience using AI-enabled productivity tools, learning technologies, or knowledge-management platforms.
• Successful completion of initial and periodic trainings as required.
• Must obtain a valid Food Handler's Card within 30 days of employment.

Benefits

• Hybrid work schedule
• 401(k) with company match
• Yearly bonus opportunity
• Comprehensive medical, dental, and vision coverage
• On-site fitness center with biometric screening and flu shot clinic
• Discounts at Panda restaurants, theme parks, and gym memberships
• Paid time off starting at 15 days plus seven federal holidays
• Continuing education assistance and scholarships
• Income protection including Disability, Life, and AD&D insurance
• Bereavement leave
• Benefits available for eligible permanent full-time associates

About Panda Restaurant Group

Panda Restaurant Group was founded in Glendale, California, and is now the largest family-owned American Chinese restaurant concept in the United States, with nearly 2,800 locations worldwide. The organization remains devoted to delivering exceptional Asian dining experiences and fostering a culture that supports team members and communities, anchored in family values.

Equal Opportunity Employment

Panda Restaurant Group is an equal opportunity employer and provides equitable opportunities without regard to protected characteristics under law. The company does not discriminate on the basis of sex or gender, race, color, religion, national origin, sexual orientation, gender identity, disability, age, veteran status, or other legally protected statuses.