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Position Overview
The Customer Care Senior Learning Specialist leads the needs analysis and design of major training initiatives and new programs throughout Customer Care and partner business units. They are established experts in the facilitation of instructor-led training, curriculum design, and creation of written and digital learning resources. Senior Specialists support new hire training by coordinating with Specialists to ensure all materials are current and providing facilitation support as needed. They design, develop, and execute specialized training for newly supported Customer Care teams and major systems changes. This role supports the Customer Care team through subject matter, change-management, mentorship, and adult learning expertise to ensure training solutions honor the complexity of cross-functional workflows and processes. Lastly, this role utilizes seasoned training and mentorship skills to further develop training expertise within the Learning Team and foster an environment of continual learning throughout Customer Care.
Essential Duties
Include, but are not limited to, the following:
- Perform assigned job duties while following laboratory policies and procedures.
- Deliver instructor-led training virtually, in-person and through other asynchronous modalities as needed.
- Identify and adapt training delivery to meet learner needs and stay current to industry best practices.
- Analyze data for opportunities to develop and implement refresher and retraining solutions for established employees that align with OKRs and business priorities.
- Independently lead the needs assessment, intake, design, development, and delivery of new major training programs related to changes in workflow, software, systems, and operational initiatives.
- Lead and support Specialists team members through intake and needs analysis process.
- Partner closely with Customer Care and Workforce Performance Optimization leaders to diagnose training needs, identify training gaps, and propose training solutions.
- Develop the training expertise, behavior, growth-mindset and technical skills of new team members during onboarding and ramp up periods.
- Leverage strong change management skills to isolate training needs within a broader change.
- Identify training scope and propose communication and training plans that support change adoption.
- Manage the creation, optimization, and maintenance of training resources to be current with operational procedures and policies and coordinate with facilitators that curriculum is always current.
- Lead Epic Upgrade process for Learning Team, coordinate roles and duties across project team.
- Lead the design, development, and delivery of training programs for new hires, vendors and established employees.
- Work across Customer Care and partner business units to identify cross-functional learning needs and implement learning solutions.
- Identify training trends and needs by assessing overall status of quality data, employee needs, and business needs.
- Partner closely with Lead Learning Specialists to triage priorities, finalize training design and assign roles throughout Specialist team.
- Partner with Lead to facilitate team huddles and regularly held strategy meetings with Customer Care counterparts.
- Lead Learning Team's role in regulatory inspections, competency program and understand applicable regulatory requirements.
- Remain informed of procedure/workflow updates and distribute information appropriately.
- Maintain accurate records of training in accordance with applicable policies and procedures.
- Coach and develop the training expertise, behavior, mindsets, and skillsets of team members.
- Ability to work collaboratively in a team environment as well as work with a high degree of independence.
- Display excellent interpersonal skills with the ability to interact and build solid working relationships with peers at all levels of the organization.
- Maintain a high degree of approachability with all levels throughout Customer Care and other stakeholders.
- Display excellent communication skills in both technical writing and public speaking.
- Ability to lead and motivate others, even when not in a position of formal authority.
- Ability to foster a positive learning atmosphere that reinforces company core values and emphasizes inclusivity and equity.
- Ability to adapt to new information and circumstances effectively and prioritize multiple initiatives.
- Ability to effectively understand and create response strategy to new information across Customer Care, escalate key information to leaders and stakeholders in a timely and impactful manner.
- Display excellent time management and ability to remain focused when working independently.
- Ability to accurately follow written and verbal instructions.
- Coordinate Learning Team use of LMS software functions and reporting metrics.
- Desire to continually learn, improve, and apply new training skills, leadership and project management skills.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Support and comply with the company's Quality Management System policies as well as regulatory requirements.
- Maintain regular and reliable attendance.
- Ability to work designated schedule.
- Ability to act with an inclusion mindset and model these behaviors for the organization.
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
Minimum Qualifications
- Associates degree in Business Administration, Education, or field related to the essential duties of the job; or High School Diploma/General Education Degree (GED) and 2 years of relevant experience in lieu of Associates degree.
- 4 years of professional experience related to the essential duties of the position.
- 1 year of experience as a Learning Specialist or closely related role, with proven record of excellent accountability and work quality.
- Advanced understanding of instructor-led, virtual instructor-led, technical, and/or hands-on/on-the-job training.
- Advanced production skills using technology tools and platforms to plan, run, and troubleshoot applications during delivery the delivery and facilitation of virtual classrooms.
- Demonstrated understanding of working in customer service, billing, or healthcare related field.
- Demonstrated ability to lead development of training plans and schedule training programs/events to include mentoring/teaching others and assisting in competency.
- Strong computer skills to include Internet navigation, use of virtual meeting tools, email usage, word processing, and data/records management.
- Proficient in Microsoft Office, Teams, and Zoom.
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
- Authorization to work in the United States without sponsorship.
Preferred Qualifications
- 1+ years of experience mentoring or directly/indirectly leading others.
- Experience with the Epic EHR.
- Experience with project management.
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Salary Range:
$60,000.00 - $97,000.00
The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.
Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.
Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.
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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.
To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.