Operational Learning and Strategy

Independence Pet Group

5d•Remote

About The Position

Independence Pet Holdings (IPH) is a corporate holding company established in 2021, managing a diverse portfolio of pet health brands and services. Pets Best, a subsidiary of IPH, offers pet insurance and wellness plans. The Operational Learning and Strategy role leads the Customer Service and Claims training function, focusing on learning strategy for onboarding, upskilling, instructional design, and digital learning. This role partners with Quality Assurance for performance coaching and collaborates with various stakeholders to design and implement engaging learning solutions that enhance job readiness and sustained performance growth. The position aims to foster a culture of continuous learning and improvement within the Pets Best business. This role is fully remote and reports to the Director of Operational Effectiveness, with occasional travel to a Pets Best office for business needs.

Requirements

Bachelor’s degree
2+ years of training experience (delivering content in physical or virtual classroom setting)
Direct experience creating and maintaining curriculum
Proven facilitation skills
Excellent verbal and written communication skills
2+ years of experience managing a team
Proven expertise in adult learning methodologies, including ADDIE, gamification, learner-centric and experiential learning, andragogy, and facilitation

Nice To Haves

4+ years experience in Operations Contact Center or Claims environment
Strong influence skills at all organizational levels
Proven track record of organizing work, solving problems, and applying analytical skills and critical thinking
Agile leadership style with the ability to pivot quickly as priorities shift
Proven relationship management experience with senior leadership
Demonstrated ability to examine processes for improvements and recommend appropriate changes
Demonstrated ability to instruct, motivate and direct individuals at various skill levels
Ability to lead and manage a virtual team
Instructional Design projects as assigned
High enthusiasm and desire to work in fast-paced, ever-changing environment
Ability to work independently and effectively manage multiple priorities with little supervision
Proficiency in Microsoft Office applications, including Word, Excel, SharePoint and PowerPoint
Flexibility to work various schedules to support business training initiatives
Demonstrates behaviors aligned with Pets Best GRIT values (Growth, Respect, Innovation, Teamwork)

Responsibilities

Oversee both new hire and experienced associate training.
Utilize metrics to assess new hire readiness for productivity and accuracy proficiency at 1, 3, and 6 months after training, providing status reports to senior operations leadership.
Ensure new hire curriculum aligns with current knowledge management and standard operating procedures.
Participate in monthly new hire planning and partner with workforce management to ensure adequate staffing levels and an up-to-date training calendar.
Deliver classroom training and optimize curriculum using adult learning theory.
Lead instructional designers to create educational content for new hires and experienced associates.
Partner with directors, managers, and supervisors to identify and prioritize training opportunities for experienced associates based on performance reporting.
Ensure trainers are equipped and effective through constructive coaching, feedback, and regular "classroom audits" to assess trainer effectiveness.