Location: Grand Rapids, MI
Cap-Exempt H-1B Position — No lottery required
Job Summary Accountable for the identification, development and training needs for the Customer Service organization by consulting with the leaders of Enterprise Operations, Market and Product Development, Product Administration and the other business units (e.g. Medicaid, Individual). Will design, develop, implement and deliver curriculum to meet the current and future needs of Customer Service. This will include instructor led as well as e-learning (e.g. Computer Based Training). Develop and deliver company-wide product training and New Employee Orientation. Will be responsible for mentoring Customer Service Training Specialist, Supervisors, Leads and Coordinators. Essential Functions - Develops, implements and evaluates educational / training strategies, including such methodologies as coaching, facilitation, developmental experience, and mentoring. - Research, assess and analyze employee / C/S organizational structure, needs and processes, utilizing available information and soliciting additional information through focus groups, interviews, and consultation with CS leadership team and business analysts, etc. - Complete detailed needs analysis and redesign training flows and methods for delivery for both foundation/core and product specific (e.g. PPO, H.S.A., etc.) training. Review of existing curriculum and determine appropriateness of “student-lead” e-learning versus Instructor-led training. - Create facilitator guides with Trainer checklists. Create scenario/case study exercises, quizzes, role play activities. Develop certifications process and tools for new hire and refresher training. - Build a Trainer toolbox with facilitation aids and conduct Train The Trainer (T3) sessions demonstrating adult learning techniques. - Seeks and hires vendors and manages participant’s timeliness and budgets to develop CBT’s, videos or tutorials. - Implement a training approach that is consistent, flexible, relatable, hands-on, scalable and fun utilizing adult learning techni