Baylor Genetics ยท 1 day ago
Director of Training - Customer Operations
United States
Full-time
Remote
Director/Executive
7+ years exp
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Responsibilities
Design and implement a new employee onboarding program for all Customer Operations functions including Billing Operations, Client Services, Logistics, and Customer Success
Establish a regular cadence for product and skills trainings for all teams
Familiarity with learning management or course building software and/or instructional design
Ensure that all Customer Operations teams are keeping SOPs up to date in MediaLab
Establish quick reference tools for support teams to use on the fly while engaging with customers.
Foster strong working relationships with Customer Support leaders and their teams
Establish strong working relationships with cross functional partners including sales, product management, and commercial operations, to ensure alignment and effective execution of training programs
In collaboration with Customer Support leaders, establish a quality assurance program for customer facing team members. This program should measure individual skill as demonstrated in customer interactions.
Perform additional responsibilities as required to support the goals of the organization.
Qualification
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Required
Bachelor's degree
At least 7 years of experience working at a diagnostic laboratory in a similar role
Demonstrated capability for designing and implementing adult learning programs including new hire onboarding and ongoing training
Working knowledge of common business systems used in Customer Operations including CRMs, integrated phone systems, LIMS, etc.
Demonstrated capability for managing SOPs and the ways in which team members access and utilize them
Strong project management skills with experience leading cross-functional teams
Demonstrated capability for designing and implementing a quality assurance program for Customer Operations
Strong business process design skills
Proven ability to lead and develop a high-performing team which works well cross-functionally
Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
Proven ability to adapt to changing priorities, work independently with minimal supervision, and thrive in a fast-paced, dynamic environment.
Training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training, and security training will be required upon hire.
Preferred
Familiarity with learning management or course building software and/or instructional design
Company
Baylor Genetics
Baylor Genetics offers a full spectrum of cost-effective, genetic testing, and provides clinically relevant solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Kengo Takishima
CEO
Recent News
Company data provided by crunchbase
