Customer Care Lead Learning Specialist at Exact Sciences

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Customer Care Lead Learning Specialist leads the project management, needs analysis and design of ad-hoc training for updated or new processes through subject matter and training expertise. They are considered expert trainers, knowledgeable in cross functional areas of the team. They mentor other Specialists and Facilitators, execute on specialized training as needed, and lead ad-hoc training design and delivery for new mergers and acquisitions within the Customer Care team. This role supports the Customer Care team through subject matter, change-management, mentorship, and training expertise to ensure training solutions honor the complexity of cross-functional workflows and processes. Lastly, this role utilizes their training and leadership skills to develop training expertise within the team and support the objectives of department leadership. 

Essential Duties

Include, but are not limited to, the following:

• Perform assigned job duties while following laboratory policies and procedures.
• Mentor Learning Facilitators and Learning Associates in the subject matter, content, and course delivery techniques for assigned technical courses.
• Lead Learning Specialists in the needs assessment, intake, design, development, and delivery of ad hoc training programs related to changes in workflow, software, systems, and operational changes.
• Design and delivery of evaluation mechanisms to measure the effectiveness of training and create action plan for necessary adjustments.
• Lead the needs analysis, scoping, and implementation of training solutions to support mergers & acquisitions as well as new products and software systems.
• Partner closely with leaders to diagnose training needs, identify training gaps, propose training solutions, and assist with allocating Learning Team resources appropriately.
• Utilize strong change-management skills to isolate training needs within a broader change.
• Identify training scope and propose communication, timeline, and training plans that support change adoption.
• Work across departments and 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.
• Deliver training through in-person training, virtual training, hands-on/on-the-job training, and other modalities, as needed.
• Assist in regulatory inspections 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.
• Help develop the training expertise, behavior, mindsets, and skillsets of team members, provide proper coaching and feedback.
• Ability to work collaboratively in a team environment.
• 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.
• Display excellent written and oral communication skills.
• Lead and motivate members of learning team through 1-1 sessions and regular sub-team huddles.
• Lead regular tactical meetings with operational partners and project teams to ensure timeline and deliverables are on track.
• Ability to adapt to and lead amongst changing workload and circumstances effectively.
• Ability to quickly respond to and understand new information to synthesize and disseminate effectively to their team to create actions plans.
• Display excellent time management and facilitate proper allocation of resources across the Specialist team.
• Assist in the initial onboarding and development of Learning Specialists and Facilitators.
• Work closely with leadership to monitor employee readiness and support development paths appropriately.
• Ability to accurately follow written and verbal instructions.
• Desire to continually learn, improve, and apply new training 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 act with an inclusion mindset and model these behaviors for the organization.
• Ability to work designated schedule.
• 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.
• 6+ years of professional experience related to the essential duties of the position.
• 1+ year of experience working in a training or learning team capacity, in an advanced role. 
• Leadership experience in a formal or informal capacity serving on a project team or within a functional team.
• Experience mentoring and directing members of a team and supporting development of team members.
• 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 coordinate 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

• 2+ years of experience mentoring or directly/indirectly leading others.
• Experience with the Epic EHR.
• Experience with project management.

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Salary Range:

$74,000.00 - $118,000.00

 

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.