Sr Manager, Customer Service Training - East Coast Remote

Thermo Fisher Scientific-posted 2 months ago

$106,400 - $150,000/Yr

Full-time • Mid Level

Nazareth, PA

5,001-10,000 employees

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Joining the team at Thermo Fisher Scientific entails undertaking vital responsibilities, such as assisting customers in discovering cures for cancer, safeguarding the environment, and ensuring the safety of our food. Your work will have real-world impact, and you’ll be supported in achieving your career goals! The Sr Manager for Customer Service Training for CTD Global Client Services & Planning (GCS&P) will significantly influence learning through the development and delivery of content, along with leading all aspects of global curriculum initiatives. These initiatives will center on onboarding and ongoing technical skills development for the client-facing GCS&P team, a key aspect to the growth and success of the Clinical Trials business. This individual will create and lead learning programs as well as content designed to develop the skills and knowledge of their colleagues. This position will partner with leadership to build, maintain and improve curriculum in a continually evolving environment. Identify skill gaps within processes and provide guidelines for existing and prospective colleagues to improve the global experience for both the team and our clients. This role will also engage in digital learning efforts to ensure the delivery of learning and development programs that are scalable and meet the needs of our global organization.

Consult and collaborate with GCS&P Leadership and colleagues to assess and identify the skills needed in multiple business functions throughout CTD.
Hands on practitioner that will scope, create, deliver and lead high quality and impactful learning content that supports our changing and growing organization, both in onboarding and continuous learning.
Collaborate with management and subject matter specialists in developing and delivering program content.
Identify, design and implement new learning solutions and development pathways to include using digital learning capabilities to ensure scalable and accessible global programs.
Analyze and select effective delivery methods based on topic, audience and intended outcomes.
Evolve existing content to ensure that it remains relevant to our business and needs.
Seamlessly organize and lead series of program learning modules throughout the year by creating and driving communications that engage, advise and instruct participants.
Apply data collection methods, analysis and target metrics to evaluate effectiveness of programs and learning solutions to drive program improvements and strategic talent results.
Lead vendor relationships to design and deliver extraordinary programs, develop scope of work and review costs.
Facilitate training program sections or lead facilitator on multiple programs.
Serve as a Role Model Leader.
Potentially lead a team of regional/local trainers – dotted line indirect reports (site SMEs with training interest).
Potential travel (15-20% of the year) to global facilities to facilitate face to face trainings, including international, when required and to attend training to upskill.

5+ years in training and/or global project management preferred experience within CTD or a combination of both.
Experience leading projects across multiple sites/functions.
Outstanding facilitation, presentation and communication (verbal and written) skills; capability to communicate and influence across the organization; ability to prepare communication materials for both presentations and email delivery.
Strong problem-solving and analytical skills.
Proficiency and experience working with data to leverage metrics and analytics.
Understanding of adult learning principles and ability to apply principles, agile methods, learning technology and program management skills together in the design, development and maintenance of learning programs.
Ability to adapt and learn new techniques and technologies on the job.
Ability to develop project management program content for a global audience.
Vendor management experience.
Demonstrated capability to proactively build and maintain internal and external relationships.
Ability to recognize patterns and trends in business, data, content and customer needs that will drive program design and delivery.
Outstanding organization skills, demonstrating expertise in prioritizing, planning, and leading multiple, intricate learning projects concurrently, as well as effectively coordinating collaborators.
Confident in various systems, Learning Management Systems, virtual classroom technology and 3rd party learning applications.
Fluency with MS Office, especially PowerPoint and Excel.
Experience with e-learning technologies such as Articulate, digital learning concept and instructional design methodologies.
Bachelor’s Degree from an accredited higher learning institution.

A choice of national medical and dental plans, and a national vision plan, including health incentive programs.
Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy.
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan.
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.

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