Director of Training, Client Services

Baylor Genetics

About The Position

The Director of Training, Client Service is responsible for leading the development, implementation, and management of training programs within the Customer Service department. This role ensures that all customer-facing employees are equipped with the necessary skills, knowledge, and resources to deliver exceptional service and meet the organization's objectives. The Director will drive the continuous improvement of customer service training, enhance employee performance, and align training initiatives with organizational goals.

Requirements

Bachelor's degree in Business Administration, Communications, or related
7+ years of experience in training and development, with at least 3 years in a leadership role in a customer operations or service environment.
Experience in the development and management of training programs for customer service teams in a complex, multi-channel environment.
Proven track record of designing and delivering training programs that drive measurable improvements in service quality, efficiency, and customer satisfaction.
Expertise in learning and development strategies, including needs analysis, curriculum design, delivery, and assessment.
Strong knowledge of adult learning principles, training methodologies, and learning management systems (LMS).
Excellent interpersonal, leadership, and coaching skills, with the ability to motivate and develop
Strong communication and presentation skills, including the ability to influence senior stakeholders and drive change.
Data-driven with experience using performance metrics and KPls to track training effectiveness and
Ability to manage multiple projects and deadlines effectively while maintaining high-quality

Nice To Haves

Master's degree or relevant certifications in training or learning management is a

Responsibilities

Develop and execute a comprehensive training strategy for the Customer Service department, ensuring alignment with business goals and objectives.
Partner with leadership to identify and address knowledge gaps, ensuring that all customer-facing employees are equipped with the necessary tools and skills to meet performance expectations.
Regularly assess the training needs of teams, recommending changes and adjustments to training programs as needed.
Design, implement, and oversee a variety of training programs for different customer operations functions, such as customer service, account management, and support teams.
Ensure that training programs are effective, scalable, and aligned with the company's operational
Develop and maintain training materials, manuals, e-learning modules, and other resources to support training
Lead a team of training professionals, providing guidance and support in developing and delivering high-quality training experiences.
Mentor and coach team members, fostering a culture of continuous learning and professional
Evaluate and optimize team performance through regular feedback and development
Work closely with senior leadership, department heads, and other stakeholders to ensure training initiatives align with organizational objectives and support performance improvement.
Collaborate with HR, IT, and other departments to integrate training initiatives with overall business processes and
Deliver training sessions (in-person, virtual, or hybrid) to the Client Service team on a variety of topics, including product knowledge, customer service skills, and company policies.
Track and analyze the effectiveness of training programs using metrics such as employee performance, customer satisfaction, and service metrics.
Gather feedback from participants and stakeholders to continuously improve the training process and
Continuously evaluate and improve training programs to ensure they are up-to-date, engaging, and aligned with the latest industry best practices.
Implement new training technologies, methods, and tools to enhance the effectiveness and efficiency of learning
Develop and maintain records of training activities, attendance, performance metrics, and feedback for internal reporting and compliance purposes.
Provide regular updates and reports to senior leadership on the progress of training programs, team development, and key performance indicators (KPls).