Sr. Service Training Manager, Health Systems (Remote with Travel)

Job Description

The Sr. Service Training Manager, Health Systems will architect and lead the national training strategy to drive commercial performance and service excellence within the Health Systems segment. The Sr. Manager will be responsible for designing, implementing, and measuring the impact of comprehensive training programs that enhance business acumen, operational knowledge, and client service skills across the enterprise. By collaborating with senior commercial and operational leadership, the Sr. Manager will act as a strategic partner to identify critical skill gaps and develop innovative learning solutions that directly contribute to business objectives, customer retention, and market growth.

This position is remote but will require travel (~50%) to meet with customers, train and work in the field with Sr. Customer Success Managers. A company car and gas card will be provided. 

Responsibilities:

• Strategic Program Design: Design, develop, and own the national training curriculum and strategic roadmap for the Health Systems service team, from onboarding to continuous professional development.

• Leadership and Influence: Act as the primary training and development advisor to Health Systems leadership (Managers & Director) translating business goals into actionable training strategies and gaining buy-in for key initiatives.

• Performance Analytics and Impact Measurement: Develop and manage a robust set of metrics to measure the effectiveness and business impact of training programs. Analyze data on representative productivity, service level improvements, and customer satisfaction (CSAT) to report on ROI and drive continuous improvement.

• Development Gaps: Conduct comprehensive needs analyses by partnering with commercial leaders and leveraging data from performance reviews, field coaching reports, and business KPIs to identify and prioritize enterprise-wide knowledge and skill gaps.

• Advanced Curriculum Development: Lead the creation and modernization of training content, incorporating adult learning principles and leveraging a blended learning approach (e.g., e-learning, workshops, simulation, field coaching).

• Field Coaching Excellence: Oversee the national field coaching and assessment program. Synthesize findings from field observations to identify systemic trends and provide strategic recommendations to national leadership.

• Cross-Functional Collaboration: Serve as the subject matter expert on the hospital customer experience, leading engagement with Customer Solutions, IT, and Operations to standardize and optimize the onboarding process and other key service initiatives to support the Health System Client Success team and Commercial teams

• Innovation in Learning: Stay abreast of cutting-edge training methodologies and technologies; pilot and scale innovative programs to ensure the training function remains best-in-class.

• Accountabilities/Metrics: Hospital CSAT, # of reps trained, Time to rep productivity post-training, % Field Coaching Reports delivered within 48 hours of field travel, Training ROI and Business Impact Metrics

Qualifications:

• 7+ years of progressive experience in commercial training, sales enablement, or organizational development, with at least 3 years in a strategic or leadership capacity.

• Proven experience designing and implementing enterprise-wide training strategies that are aligned with business goals.

• Demonstrated ability to influence senior leadership and manage complex, cross-functional projects.

• Extensive experience with curriculum design, group facilitation, and one-on-one coaching.

Preferred Work Experience: 

• Experience in the healthcare, diagnostics, or medical device industry is strongly preferred; hospital laboratory/service experience is a significant plus.

Education:

BA/BS required

Skills: 

• Strategic and Analytical Thinking: Ability to analyze complex data, identify trends, and make data-driven strategic recommendations.

• Executive Presence: Superior communication, presentation, and facilitation skills with the ability to engage and influence audiences at all levels.

• Leadership: Strong leadership skills with a proven ability to lead change and drive results in a matrixed organization.

• Instructional Design: Deep knowledge of adult learning principles and instructional design methodologies.

Licenses and Certifications:

Valid driver’s license (Required)

Work Requirements:

~50% travel required

67152

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.