Hybrid Senior Manager, Training and Improvement, Client Services at Baylor Genetics

We are looking for a Training and Improvement Manager to join our Client Services team. In this role, you will be responsible for the analysis and optimization of service workflows, including updating standard operating procedures and developing training for the team. This role plans, coordinates, and tracks the progress of projects as well as acts as a stakeholder to represent service team needs.

Qualifications:

Education:

• Bachelor’s degree in Business Administration, Communications, or related field.
  
  

Experience & Skills:

• 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.
• Ability to clearly define customer service workflow issues and work with cross-functional teams to solve them.
• Strong knowledge of adult learning principles, training methodologies, and learning management systems (LMS).
• Excellent communication and presentation skills.
• Ability to manage multiple projects and deadlines effectively while maintaining high-quality results.
• A willingness to define and navigate ambiguity, pivoting quickly with changing priorities in a fast-paced environment with tight deadlines.

Key Responsibilities:

Service Workflow Improvement:

• Analyze and develop plans for service workflow improvements, ensuring alignment with cross-functional teams.
• Assess training and quality assurance data to determine where efficiencies and/or retraining can be implemented.

Program and Stakeholder Management:

• Develop and maintain training materials, manuals, e-learning modules, and other resources to support workflow implementation and improvement.
• Ensure projects are effective, scalable, and aligned with the company’s operational goals.
• Effectively represent the needs of the service organization as a stakeholder at cross-functional meetings.

Training Delivery and Evaluation:

• Deliver training sessions (in-person, virtual, or hybrid) to service teams on a variety of topics, including product knowledge, customer service skills, and company policies.
• Gather feedback from participants and stakeholders to continuously improve the training process and content.

Reporting and Documentation:

• Maintain and analyze data related to process improvements for service teams.
• Provide regular updates to leadership on the progress of projects.
• Review and maintain service team standard operating procedures.