Training & Quality Manager, Consumer Services

Location: 

Minneapolis, MN, US

Job Family:  Consumer
Country/Region:  United States
 

 

Job Function Summary:

As the Training Manager, you will have full responsibility over the strategy of training and the quality assurance (QA) program within Consumer Services. In this role, you will support training needs for our Consumer teams including Consumer Sales, Advising, Operations, Service and Support, and the Consumer Inbound Specialist teams. The Consumer Sales team works closely with our Marketing team and helps end users to identify products that will best fit their needs. The Advising teams provide educational, lifestyle and product support to end users or clinicians through the Coloplast Care program.

 

This role will support Consumer Services through the design, development, coordination, and delivery of training programs for new hire and ongoing training for existing Consumer Services professionals. Curriculum may include customer service and sales skills, product knowledge, business acumen, clinical knowledge, and professional development. This role will help create a collaborative and cohesive work environment between Training & Development, Consumer Services, and Marketing to create successful and highly productive professionals.

 

Major Areas of Accountability:

 

Lead and Deliver Training and Development Initiatives

  • Champions Coloplast training initiatives to foster a continuous learning culture.
  • Designs, coordinates, and facilitates core new hire curricula to include customer knowledge, key market and clinical data, sales skills, sales process, customer service skills and product knowledge to ensure all new hires are fully knowledgeable of the key focus areas for Coloplast & Consumer Services.
  • Develop training curriculum for existing Consumer Services employees to improve product knowledge, selling and customer service skills, and professional development.
  • Deploy best in class and innovative training methods that combine in person, virtual, group based and 1-1 formats to ensure dynamic and results driven approach.
  • Organize, plan and schedule training events and classes.
  • Drive collaboration with and lead execution of Consumer Training courses that include the participation of Consumer Sales, Advising, Operations and Marketing leaders.
  • Provide updates and results about progress of team members in all training programs to leadership.
  • Evaluates the effectiveness of courses and continuously improves methods to increase effectiveness.
  • Update or create course materials to reflect changes in processes or systems.
  • Assist in planning, coordinating logistics and training activities for Consumer Development days.
  • Responsible for recruiting and direct supervision of daily report(s) including coaching, performance management and prioritization of work tasks.
  • Lead in creation and delivery of performance reviews and deliver goals and objectives to team member(s) based on agreement with Sr. Manager.

 

Work in Partnership Across Coloplast Organization

  • Collaborates with local Consumer management project teams to determine training needs, develop and assess training curriculum, delivery approaches, coaching and overall training effectiveness.
  • Support the roll out of Genesys quality assurance tools and evaluate how to best leverage the tools to improve consumer experience and set expectations for incentive payout.
  • Leverages insights from Quality Assurance (QA) to identify areas of need for Consumer training and helps design and deliver at various Consumer meetings.
  • Collaborates with sales and global training colleagues to drive implementation of global projects and training programs.
  • Support of Global Manager Development program, North America Onboarding of Managers.
  • In partnership with Consumer leaders and subject matter experts, develop and implement peer mentor programs.
  • Delivers training of InsideOut Coaching to Consumer Teams as a Certified Master Trainer.
  • Other job duties and projects as assigned by Senior Leadership of Chronic Care.

 

Competencies and Assessments

  • Lead efforts to assess the competencies of our Consumer teams to identify gaps/opportunities and increase skills and capabilities across the Consumer teams.
  • Create and establish ongoing assessments to proactively identify future skill requirements based on ever changing environments.

 

Essential Qualifications:

  • Bachelor’s degree is required.
  • 3+ years of training experience preferable in medical device industry.
  • Proven work experience as a Training Manager.
  • Willingness and ability to travel up to 10%, as needed

 

Required Knowledge, Skills and Abilities:

  • Strong verbal and written communication skills with ability to effectively communicate at multiple levels in the organization.
  • Excellent presentation and facilitation skills in various environments i.e. in-person and online.
  • Demonstrated strategic thinking skills with ability to execute and plan at tactical level.
  • Ability to demonstrate leadership presence and gain the trust of business partners.
  • Knowledge of best practices of training using adult learning methods and techniques
  • Demonstrated ability to complete full training cycle (assess needs, design, develop, deliver, monitor, and evaluate training program) in various instructor-led, virtual, or online learning scenarios.
  • Demonstrated ability in creating course content and practical experience in instructional design.
  • Efficient time management, organization, and planning skills.
  • Track record in designing and executing successful training programs.
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc).
  • Experience developing annual training plans and continuous learning materials.
  • Proficiency with Office productivity software (Word, Excel, PowerPoint) and learning tools.

 

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16,000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward we explore, learn and look for new ways of doing things.

 

Visit us on Coloplast.com.

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Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

 

Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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Nearest Major Market: Minneapolis