Job Information
Danaher Corporation Training Program Manager, Americas Customer Care Operations in Baltimore, Maryland
COMPANY OVERVIEW:
At Cepheid, we are passionate about improving health care through faster, more accurate diagnostic tests. As a member of our team, you’ll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us, every moment of every day, as we develop rapid groundbreaking solutions to solve the world’s most complex health challenges.
Our associates are involved in every stage of molecular diagnostics – from ideation and innovation through development and delivery of life-changing advancements in healthcare-associated infections, sexual health, critical infectious disease, virology and oncology applications. For more details, visit us at www.cepheid.com or follow us on Twitter. (@CepheidNews)
As part of the Danaher family of companies, our work at Cepheid is supported by a global science and technology innovator. In addition to Danaher’s unrivaled leadership training and professional development programs, this relationship also provides expanded career opportunities across industries and brands. Together, we are united by a shared purpose: Helping Realize Life’s Potential.
POSITION SUMMARY:
The Training Program Manager (TPM) is responsible for all training activities across the US Customer Care organization, including ensuring consistent messaging and service techniques for internal and external customer-facing interactions. They will partner with the Global Product Support and Enablement Team to create training modules and measure effectiveness. The TPM will champion the Danaher Business System (DBS) and help increase associate proficiency.
ESSENTIAL JOB RESPONSIBILITIES:
Develop overall Customer Care training roadmap and priorities, elevating the operations of Americas Customer Care
Collaborate with management to determine training requirements and timelines
Communicate training initiatives to all stakeholders
Assist in proprietary instructional content creation, including but not limited to company policy, commercial messaging, standard work, product and/or process changes and service bulletins
Create and maintain associate training matrix/report to identify skill gaps and collaborate with management to propose individualized training programs to close the gaps
Regularly review program content and collect feedback from trainees to assess quality and effectiveness, propose changes and continuously improve
Define program resource needs, negotiate resourcing plans and track usage
Deploy industry best-practices for measuring and increasing associate engagement
Help drive sales by aligning and collaborating with Sales, Marketing, Global Product Support and Enablement for consistent commercial messaging
Develop Key Performance Indicators (KPIs) to measure program success and report-out to senior management using visual program management tools
Quickly gain cursory-level understanding of DBS toolbox, partner with DBS Leader to engage associates and drive DBS proficiency across the organization
Capture learning from other Cepheid regional initiatives, to avoid common issues, utilize best practices and successfully integrate into training program
Develop working knowledge of Cepheid products, the Customer Care ecosystem, regulatory requirements, and industry and technology trends to identify business-oriented opportunities
Benchmark with other Danaher Operating Companies on best-practices
TRAINING RESPONSIBILITIES: (REQUIRED)
- Complete all assigned and required training satisfactorily and on time
MINIMUM REQUIREMENTS:
Education and Experience (in years):
Bachelor’s degree in field with 5+ years of related work experience
Master’s degree in field with 3+ years of related work experience
Knowledge and skills:
Ability to adapt to change, proactively manage risks, clear roadblocks, and effectively communicate end-to-end program health
Successfully manage and lead program in a completely remote work environment
Ability to use Visual Project Management methodology to manage programs/projects
Proven ability to quickly build trusted relationships at all levels of an organization, from SMEs to Senior Executives
In depth knowledge of electronic Learning Management System (Adobe Captivate, Docebo, SAP Litmos LMS, or similar)
Experience using Business software to include: MS Office (Excel, Outlook, PowerPoint, Word), Conferencing Applications (MS Teams, Zoom)
Advanced problem-solving, conflict resolution, active listening, and time management skills
Experience with analytics and understanding of support metrics and KPIs
Ability to collect information from multiple sources, sort through, integrate, and resolve often conflicting requirements, and drive an organization through the various issues to resolution
Highly effective communication and presentation skills
Ability to perform in a fast-paced, goal oriented and time-sensitive environment
Ability to learn quickly and pick up tools, systems, and processes in a short amount of time
Lean awareness and ideally experience with structured continuous improvement (Daily Management, Standard Work, Problem Solving, Kaizen, and Gemba Walks)
PREFERRED REQUIREMENTS:
Experience managing training program for Customer Care teams across NA regions
3-5 years experience working in an FDA-regulated environment. Medical device or pharmaceutical preferred
CPLP/CPTM certification or similar
Other:
Travel to Cepheid office locations (15%)
Around 10% International travel for effective execution of projects
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
Operating Company: Cepheid