Technical Writer / Operations Trainer

Title:Technical Writer / Operations Trainer

Location:Remote (US, TX)

Duration: 1 year

# of Roles: 1

What will you be doing?Position Overview:We are seeking a highly organized and detail-oriented Technical Writer / Operations Trainer to support Service Operations, Reverse Logistics, and Fulfillment warehouse operations. This role is responsible for developing, maintaining, and deploying Standard Operating Procedures (SOPs), Work Instructions (WIs), training materials, and operational documentation while ensuring warehouse personnel are properly trained and consistently following established processes.

The ideal candidate has experience in warehouse, logistics, supply chain, reverse logistics, or fulfillment environments and can translate complex operational processes into clear, concise, and executable documentation. This individual will partner closely with Service Operations, Warehouse Operations, Quality, Inventory Control, Logistics, and site leadership to improve operational consistency, compliance, and performance.

This is a hands-on operations role requiring regular presence in warehouse environments. The successful candidate will spend significant time on the warehouse floor observing processes, conducting audits, coaching employees, delivering training, and collaborating with operations leadership to drive accountability and continuous improvement.

Responsibilities:

Technical Writing & Process Documentation

• Create, maintain, and continuously improve SOPs, Work Instructions, process flows, checklists, job aids, and training materials for Service Operations, Reverse Logistics, and Fulfillment operations.
• Partner with warehouse and operations teams to document current-state processes and develop standardized future-state procedures.
• Review and update documentation regularly to ensure alignment with current systems, processes, and operational requirements.
• Manage document revisions, version control, approvals, effective dates, and change history.
• Translate complex operational requirements into clear and easy-to-follow instructions for warehouse personnel.
• Identify documentation gaps, inconsistencies, and outdated procedures and drive timely updates.
• Develop visual work instructions, process maps, checklists, and reference materials where appropriate.
• Ensure documentation supports receiving, inspection, inventory control, non-conformance management, RMA processing, picking, packing, shipping, and fulfillment activities.

Training & Employee Development

• Develop and deliver new-hire training for warehouse employees covering SOPs, WIs, systems, quality requirements, inventory controls, and operational processes.
• Deliver training following process, system, or documentation changes.
• Coordinate re training to address recurring process or compliance issues.
• Maintain training records, attendance documentation, competency assessments, and training completion records.
• Validate employee understanding through demonstrations, knowledge checks, and competency assessments.
• Partner with warehouse leadership to identify training opportunities based on operational performance and audit results.
• Ensure employees are properly trained and qualified before independently performing critical operational activities.

Process Auditing & Compliance

• Conduct routine process and procedural audits within Reverse Logistics and warehouse fulfillment operations.
• Observe daily operational activities and verify compliance with approved procedures.
• Identify and document deviations between documented processes and actual warehouse execution.
• Analyze audit findings, identify root causes, and support corrective-action implementation.
• Follow up on corrective actions to ensure sustained compliance.
• Evaluate recurring operational issues and determine whether root causes relate to training, documentation, process design, systems, or execution.
• Escalate significant compliance or process concerns impacting inventory accuracy, quality, financial controls, or customer fulfillment.
• Establish and track operational compliance metrics.

Continuous Improvement

• Analyze audit findings, non-conformances, operational errors, and employee feedback to identify improvement opportunities.
• Partner with Operations, Quality, Inventory Control, and Logistics teams to standardize best practices.
• Recommend improvements to increase operational accuracy, efficiency, compliance, and quality.
• Support corrective and preventive action (CAPA) initiatives and process improvement programs.
• Promote a culture of documentation, training, compliance, and operational excellence.

Qualifications:

Required Qualifications

• Bachelor’s degree in Technical Writing, Supply Chain, Logistics, Operations, Business, or a related field; equivalent experience may be considered.
• 3+ years of experience in technical writing, operations training, warehouse operations, logistics, supply chain, or related disciplines.
• Demonstrated experience creating and maintaining SOPs, Work Instructions, process documentation, and training materials.
• Experience delivering classroom, virtual, and hands-on training programs.
• Experience conducting process audits, compliance reviews, or operational assessments.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to work effectively with frontline warehouse personnel and operations leadership.
• Ability to identify process gaps and translate findings into actionable improvement plans.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.

Preferred Qualifications

• Experience supporting reverse logistics, RMA, repair operations, fulfillment, or service logistics environments.
• Experience in technology, electronics, semiconductor, manufacturing, or high-volume distribution environments.
• Experience with warehouse management systems (WMS) and/or SAP.
• Knowledge of inventory control, serialized inventory, non-conformance management, and RMA processes.
• Experience developing visual work instructions, process maps, and competency assessments.
• Lean, Six Sigma, ISO, or other continuous improvement certifications and experience.
• Experience supporting multiple warehouse locations or distributed operations.

Key Performance Indicators

• SOP and Work Instruction accuracy and revision timeliness.
• New-hire training completion and competency achievement.
• Training effectiveness following process changes.
• Adherence to documented procedures.
• Reduction in recurring operational errors.
• Reduction in non-conformances related to process or training gaps.
• Corrective-action completion and effectiveness.
• Inventory and transaction accuracy.
• Improved operational consistency and execution.

Tools and Technologies:

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Warehouse Management Systems (WMS)
• SAP (preferred)
• Process Mapping Tools
• Learning & Training Development Tools
• Document Control Systems