Sr. Trainer, Customer Care

Company

Work Schedule Description (e.g. M-F 8am to 5pm)

Remote Work Notification

Hiring Manager : Full Name: First Last

Overview

Due to growth, we are adding a Sr. Trainer, Customer Care to our team!

The Sr. Trainer, Customer Care researches, designs, evaluates training, and delivers training when needed for Customer Care associates in instructor-led, virtual instructor-led, and online formats. This role partners with subject matter experts (SMEs) and business leaders to identify performance gaps; build engaging, accessible learning solutions; and continuously improve onboarding, new-hire readiness, and ongoing development programs.

Is this you? Find out more below!  

Responsibilities

How do I make an impact on my team?   

• Conduct needs assessments to identify training needs and performance gaps; partner with SMEs, internal customers, and leaders to align learning solutions to business priorities.
• Design, develop, evaluate and deliver where needed instructor-led, virtual instructor-led, and e-learning training for Customer Care audiences, with a strong focus on interactivity, mixed media, and accessibility.
• Mentor and support other trainers by providing coaching, peer observations, and feedback that promote consistent facilitation practices and high-quality learning delivery, without assuming supervisory responsibilities.
• Develop and maintain onboarding materials, job aids, checklists, detailed work instructions, and process guides to support day-to-day performance.
• Manage the design, delivery, and administration of ongoing learning and development programs.
• Develop SCORM-compliant e-learning courseware and video-based training using modern authoring tools.
• Administer the corporate learning management system (LMS): assign coursework, schedule training events, update training records, and create learning evaluations and reports.
• Measure and report training effectiveness and impact; maintain records of outcomes, successes, and opportunities for improvement.
• Evaluate and refine training content through alpha/beta testing, pilot programs, experimental learning design, and significance testing when appropriate; ensure outcomes are equitable across diverse learner populations.
• Other duties as assigned.

Qualifications

What our team expects from you?  

• Bachelor’s degree, preferably in Adult Education, Training, Organizational Development, Communications, Business/Technical Writing, or a related field, or equivalent work experience, required.
• 3-5 years experience delivering and/or designing training in a corporate environment required.
• Customer Care/call center experience preferred.
• Hands-on experience with designing trainings, facilitation, adult learning principles, and evaluation methodologies required.
• Experience administering a learning management system (e.g., Cornerstone OnDemand) or using e-learning authoring tools (e.g., Articulate, Captivate, Lectora) required.
• Experience with webinar/video conferencing platforms (e.g., Microsoft Teams, WebEx, Zoom) preferred.
• Experience working in an insurance, PBM, health care, or other regulated environment preferred.
• Project management experience preferred.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

What can you expect from Navitus? 

• Top of the industry benefits for Health, Dental, and Vision insurance 
• 20 days paid time off 
• 4 weeks paid parental leave 
• 9 paid holidays 
• 401K company match of up to 5% - No vesting requirement 
• Adoption Assistance Program 
• Flexible Spending Account 
• Educational Assistance Plan and Professional Membership assistance 
• Referral Bonus Program – up to $750! 

#LI-Remote

Pay Range