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Baylor Genetics · 1 week ago

Content and Training Principal, Client Services

United States

Full-time

Remote

Mid Level

3+ years exp

Baylor Genetics is seeking a Content & Training Principal to enhance the skills and performance of their Client Services organization. This role involves developing and managing training content within the learning management system, ensuring team members are equipped with the necessary knowledge and tools to support customers effectively.

BiotechnologyHealth Care

Responsibilities

Develop, maintain, and continuously improve training content within the Learning Management System (LMS), ensuring accuracy, clarity, and alignment with current workflows and systems

Create engaging learning materials such as modules, job aids, videos, SOP-style guides, assessments, and onboarding resources

Establish and manage a structured content library to support scalability and ease of use across the Client Services organization

Build structured learning paths tailored to different roles (e.g., phone support, case resolution, order clarification, etc.)

Partner closely with subject matter experts in Client Services, Quality, Operations, Lab, and Engineering to gather accurate information and translate complex technical processes into accessible training content

Coordinate with system owners (e.g., Salesforce, portals, lab systems) to ensure training materials reflect new features, process updates, and workflow changes

Work with the Quality Assurance program to align training standards with QA expectations and common error trends

Support and occasionally lead live training sessions, workshops, and onboarding classes when needed

Qualification

TrainingDevelopmentLearning Management System (LMS)Adult learning principlesContent creationCollaboration with SMEsCross-functional partnershipCustomer service experience

Required

Bachelor's degree in a relevant field

3-5 years of experience in training and development within a customer operations or service environment, including experiences as a stakeholder representing customer-facing teams in organization-wide projects

Experience creating training materials for Customer Service, Client Services, or Operations teams—preferably in healthcare, diagnostics, biotech, or another regulated industry

Hands-on experience administering or managing a Learning Management System (LMS)

Strong knowledge of adult learning principles, training methodologies, and learning management systems (LMS)

Experience collaborating with subject matter experts to translate complex technical or scientific processes into clear, accessible learning content

Background working with cross-functional partners such as Quality, Lab Operations, and Product/Engineering to align training with workflows and system updates