Director of Training, Client Services

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.

• Bachelor's degree in Business Administration, Communications, or related
• Master's degree or relevant certifications in training or learning management is a

• 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.

Skills: 

• 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

Training Strategy Development:

• 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.
• Develop and execute a comprehensive training strategy for the Customer Service department, ensuring alignment with business goals and objectives.
• Regularly assess the training needs of teams, recommending changes and adjustments to training programs as needed.

Program Management:

• 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

Team Leadership:

• 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

Collaboration and Stakeholder Management: 

• 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 systems

Training Delivery and Evaluation:

• 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

Process Improvement:

• 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

Reporting and Documentation:

• 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).

• Leadership: Strong leadership abilities with the capacity to motivate, inspire, and guide a team of training
• Collaboration: Ability to build and maintain relationships across departments and with external
• Strategic Thinking: Ability to align training initiatives with broader business objectives and drive
• Problem Solving: Analytical and strategic thinker with the ability to identify issues, provide solutions,
• and take corrective action when necessary.
• Communication: Excellent written and verbal communication skills, with the ability to convey complex information in a clear and engaging way.
• Project Management: Effective project management skills, with the ability to manage multiple initiatives, prioritize tasks, and meet deadlines.

• Frequently required to sit, stand, and use hand and finger
• Frequent use of visual acuity to operate equipment, read technical information, and/or use a
• Periodic travel may be required to deliver training sessions or attend

EEO Statement:

Baylor Genetics is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.

Note to Recruiters:

 We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory, will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.