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Sequel Med Tech · 1 day ago

Director of Learning & Development, Customer Care

Manchester, NH

Full-time

Hybrid

Director/Executive

10+ years exp

Sequel Med Tech is a company developing transformative drug-delivery advancements for diabetes management. They are seeking a Director of Learning & Development to lead the training and development of Customer Care teams, ensuring alignment with organizational goals and fostering a culture of continuous improvement.

Health CareInformation TechnologyMedical

Responsibilities

Develop and execute a comprehensive learning and development strategy aligned with organizational goals

Serve as a trusted advisor to Customer Care Senior Leadership on talent development and capability building

Lead and mentor a team of L&D professionals, ensuring high performance, collaboration and fostering a culture of continuous improvement through analyzing and identifying training needs

Incorporate modern learning methodologies, including e-learning, blended learning, and experiential programs

Collaborate with cross functional team for the development and implementation of new/improved process training

Establish methodology and evaluation metrics for training effectiveness

Develop, coach and mentor Customer Care L&D team members

Develop a strategy for assignment of work, delivery and facilitation of training through collaboration and working closely with the business leaders to identify business requirements and needs

Collaborate with customer care leaders to identify learning opportunities and design and develop education and learning programs focused on continuous improvement with the customer experience

Train, lead and inspire the team to provide best in class customer care support

Career Pathing Support: Collaborate and partner with Customer care leaders to facilitate career development

Record Keeping: Maintain records of training activities and evaluate their impact

Qualification

Curriculum developmentRemote training experienceMedical device knowledgeContact center technologyContent creation platformsMicrosoft tools proficiencyInterpersonal communicationCollaboration skillsLeadership experience

Required

BS or BA in a discipline related to life sciences preferred

10+ years related experience within the medical device manufacturer/pharmaceutical learning and development industry

3+ years of management experience leading a team

Experience providing remote training, learning and education

Previous experience working in a high volume omnichannel contact center providing direct service and support of a medical device

Working knowledge/proficiency in content creation platforms

Applicants should possess the capability to comprehend the medical, clinical, and technical facets related to diabetes management and drug delivery products

Innovative, creative and detail oriented with strong interpersonal communication (oral and written) presentation, facilitation and administrative management skills

Proficiency of contact center technology (CRM and Telephony) and tools

Ability to organize and lead meetings with cross-functional teams and effectively communicate issues and ideas with peers and with leadership

Excellent collaboration skills to work seamlessly with teams across different departments and disciplines

Excellent interpersonal skills with clear communication abilities

Proficiency with content development platforms (Articulate)

Proficiency with Microsoft tools and applications inclusive of Outlook, Word, Excel, PowerPoint

Position remotely based but requires up to 25% travel for training meetings and occasional visits to home office in Manchester, NH