Client Services Learning Experience Manager

Requirements

• Experience designing onboarding and role-specific training programs.
• Familiarity with LMS platforms and other eLearning authoring tools
• CPLP, CPDT, or APTD certification.
• Bachelor's degree or equivalent experience in learning, insurance, or a related field.
• Please see our company Benefits:
• Medical, Dental, Vision
• Life Insurance and AD&D
• FSA / HSA
• Accident & Critical Illness
• Hospital Indemnity
• Pet Insurance
• 11 Paid Holidays
• Flexible PTO
• 401K

Benefits

Additional Information

As a Client Services Learning Experience Manager, you will lead the learning and development programs for client service teams across platforms. Lead the projects and training implementation of any new system or processes. This role is responsible for partnering with VP of Ops, ensuring alignment and consistency with the ongoing training of Trucordia's defined client experience, and on the insurance systems they use to do perform their daily duties. Job Duties: Design and implement role-based 30-60-90-day onboarding programs for Client Managers and Client Advocates. Partner with platform operations leaders and central teams to assess learning needs and tailor training strategies aligned with company SOPs. Own the governance process of the Client Experience SOPs. Ensuring that when a change is made there is collaboration with process owners, and all SOPs are updated, along with training materials and any systems impacted. Serve as a subject matter expert on AMS360 and integrated tools, overseeing training delivery for new users and newly integrated offices. Provide coaching, guidance, and strategic direction to Client Services Learning Specialists across platforms, fostering collaboration and sharing of best practices, tools, and resources. Develop and maintain job aids, workflows, and knowledge checks to support ongoing systems learning. Manage and update the Client Experience Hub in MyTrucordia (SharePoint), with useful resources, and links to development information. Build strong relationships with platform leaders, SMEs, and project teams to align learning initiatives with business goals. Coordinate and communicate training through the company LMS (Trucordia University), tracking and reporting on completion metrics. Identify learning gaps through surveys, pulse checks, and feedback loops. Deliver engaging learning experiences using a blend of instructor-led, virtual, and eLearning formats. Collaborate with the central learning and the adoption and success teams on scalable learning solutions and support ongoing projects that enhance client service team development. Required Qualifications: 2+ years of experience in the insurance industry (licensed preferred). Strong experience with AMS360 and other insurance systems. 2+ years of experience facilitating training for large groups, both in-person and virtually. Strong knowledge of adult learning principles and instructional design. Proficiency with Microsoft 365 and able to learn new systems quickly. Ability to travel up to 30%.

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