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Manager, Learning & Development (Care Center)
- Care Center
- Portsmouth, NH, USA
- Full Time
The Manager, Learning & Development is responsible for developing, implementing,
and measuring the impact of learning strategies and programs to support an
enthusiastic team in a fast-growing customer call center serving patients, caregivers,
and healthcare professionals in the oncology therapeutic area. This position is based in
This is a full-time, exempt office-based position reporting to the Senior Director,
Learning and Development. This position may require occasional travel and the ability
to work remotely or outside of regular business hours, if needed. Normal working
days/business hours are Monday-Friday, 8:30am-5:00pm.
Essential Duties & Responsibilities:
Collaborate with key stakeholders, cross-functional partners, and subject matter
experts to identify and align on learning needs and new initiatives
Develop and implement robust short-term and long-term learning plans to support
competencies in various call center roles
Lead and optimize onboarding programs for new team members
Lead development of learning content and materials and ensure consistency across
Manage rollout of new processes & content to team members
Employ varied methods of learning delivery, tools, concepts, and practices to
accommodate multiple adult learning styles & information needs
Partner with leadership to measure and understand the impact of learning programs
Assist managers during performance evaluations, development plan creation, and
coaching conversations, as needed
Support a positive, customer-centric coaching culture, with strong cross-functional
Ensure that the customer remains at the center of focus
Demonstrated passion for helping people learn and grow
Experience as a Learning & Development Manager in a call center preferred
Proven ability to achieve goals in a timely manner exercising good judgment,
creative problem solving, and sound decision-making skills
Knowledge of and ability to coach team members in Customer Service core skills
3-5+ years in the pharmaceutical, DME, or medical device setting with call center
2+ years' experience in the oncology, hematology, or rare disease setting preferred
Experience in medical device or DME preferred
Bachelor's degree required, Master's degree in relevant area preferred
Track record of success, as demonstrated by roles of increasing responsibility
Knowledge, Skills, and Behaviors:
Knowledge of applicable regulations
Strong presentation and facilitation skills
Exceptional oral and written communication skills
Actively seeks opportunities to improve existing customer experience and proposes
appropriate content and solutions
Experience working with CRM systems
Performance Behavior Competencies
Attitude & Enthusiasm: Must have a positive, "can do" attitude.
Dependability/Perseverance: always willing to go the extra mile to complete projects
on schedule. Committed to Novocure and the position.
Flexibility: Can accept change and is flexible toward change. Counted on to achieve
objectives and be flexible to take on other tasks when required.
Judgment: Be able to make sound judgments and escalate when in doubt.
Planning/Scheduling: Handle multiple projects and priorities in order to meet
Professionalism: adhere to a high level of professionalism by demonstrating ethical
Teamwork: work with others in contributing to the overall success of the company.
Patient-forward: aspiring to make a difference in cancer.
Our patient-forward mission
Together with our patients, we strive to extend survival in some of the most
aggressive forms of cancer by developing and commercializing our innovative
Our patient-forward values