Training Content Specialist

Overview

Great brands reflect culture. The best ones help shape it. At Foot Locker, we’re rooted in sport, powered by style, and driven by the communities that move both. From Foot Locker and Kids Foot Locker to Champs Sports, WSS, and atmos, our brands sit at the intersection of sport, style, and self-expression.

As part of the DICK’S Sporting Goods family, you’re backed by the resources, reach, and career opportunities of a world-class sports company. That unleashes Foot Locker to keep pushing forward with the agility and edge that define the brand. We’re looking for great people who want to influence culture and the generation that is shaping what’s next.

Whether you’re building strategy, shaping innovations, or creating unforgettable customer moments, you’ll contribute to decisions and experiences that define our brands’ impact in the communities we serve.

Come change the game with us. Apply today!

The Training Content Specialist creates, updates, organizes, and publishes training and performance-support content for the Customer Care Center (CCC). This role works with subject matter experts and business owners to turn processes, policies, systems, and service expectations into clear, accurate, and easy-to-use materials. The Specialist supports onboarding, upskilling, and operational change by maintaining SOPs, knowledge articles, job aids, facilitator materials, assessments, and digital content, with a strong focus on execution, content quality, and version control.

Responsibilities

Training Content Development

• Create and update training materials, including facilitator guides, participant resources, presentations, job aids, quick reference guides, knowledge checks, practice activities, and basic digital learning content
• Translate complex processes, policies, system steps, and customer scenarios into concise, user-friendly content for frontline team members and leaders
• Adapt approved source information for instructor-led, virtual, self-directed, and on-the-job use
• Apply established templates, writing standards, accessibility practices, and brand guidelines to ensure consistency and usability
• Support content localization and adaptation for internal and outsourced audiences as needed

Knowledge & Process Maintenance

• Ensure related training materials, SOPs, and knowledge resources are updated together when processes change
• Identify duplicate, outdated, conflicting, or missing content and recommend corrective action
• Draft, revise, format, and publish SOPs, process documentation, knowledge articles, scripts, and performance-support resources
• Coordinate scheduled reviews with subject matter experts and accountable business owners to confirm accuracy and relevance
• Maintain content inventories, ownership records, review dates, approvals, version history, and archives

Project Coordination & Business Partnership

• Gather source content and requirements from Operations, Quality, Workforce Management, Technology teams, and other subject matter experts
• Clarify target audience, expected tasks, required source information, deadlines, and approvals before content development begins
• Manage multiple content requests and communicate progress, risks, dependencies, and review needs to the Manager and stakeholders
• Participate in process change and launch meetings to identify content impacts and required updates
• Route requests involving enterprise leadership, broad behavioral change, or organization-wide capability building to the Manager for partnership with enterprise Learning & Development

Content Quality & Continuous Improvement

• Proofread and quality check content for accuracy, clarity, consistency, accessibility, links, formatting, and alignment with approved source information
• Incorporate feedback from Trainers, leaders, learners, Quality, and Operations to improve content usability
• Review assessment results, common questions, quality trends, and process errors to identify content updates or additional performance support
• Complete post-launch checks to confirm published materials remain current and available to the correct audiences

Platform Administration & Training Support

• Upload, organize, tag, publish, and archive content within approved learning, knowledge, and communication platforms
• Support training assignments, attendance or completion tracking, reporting, and basic platform troubleshooting
• Prepare facilitator and learner materials for delivery and support virtual or instructor-led sessions as needed
• Provide train-the-trainer walkthroughs or content briefings so Trainers can confidently deliver updated materials

Qualifications

• 2-4+ years experience creating/maintaining training materials, SOPs, process documentation, and/or other communications in a customer service, contact center, retail, or other operational environment
• Excellent writing, editing, proofreading, and synthesizing skills, with the ability to simplify complex or technical information
• Demonstrated ability to manage multiple requests, meet deadlines, and communicate with multiple stakeholders
• Comfortable facilitating content walkthroughs and supporting instructor-led and virtual training as needed
• Detail-oriented and organized
• Microsoft Office Suite proficiency, especially Word, PowerPoint, Excel, Teams, and Forms

Preferred:

• Experience with learning management systems, knowledge bases, content management platforms, screen-capture tools, or basic e-learning tools
• Comfort facilitating content walkthroughs or supporting instructor-led and virtual training when needed.
• Contact center or customer service experience, including familiarity with phone, chat, email, quality, and operational workflows
• Bachelor’s degree in Communications, Business, Education, English, Technical Writing, or a related field

At Foot Locker, we value innovation, authenticity, and integrity in all that we do. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools, including ChatGPT, during interviews and assessments. To ensure a smooth and secure experience, please review the following guidelines:

• Cameras must be on for all virtual interviews.
• AI tools are strictly prohibited during interviews or assessments.

We appreciate your understanding and cooperation as we work together to create a transparent and equitable hiring experience.

Benefits

The hourly salary range is $21.50 - $22.50 / hr. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below:

• Employee Discount
• Paid Time Off
• Medical | Dental | Vision Coverage
• 401(k) | Roth 401(k)
• Life Insurance
• Flexible Spending Account
• Opportunities for Advancement
• Tuition Reimbursement for Qualified Courses
• Strong Company Culture
• Employee Resource Groups