Associate Customer Care Learning Specialist - Monday-Friday 8:00am - 4:30pm

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At Exact Sciences, we're helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Associate Customer Care Learning Specialist supports the needs analysis and design of ad-hoc training for updated or new processes through subject matter and training expertise. They are experts in the facilitation of instructor-led training, curriculum design, and creation of written and digital learning resources. Specialists design and facilitate new hire training for Customer Care roles. They design and execute on specialized training as needed, and lead ad-hoc refresher training. This role supports the Customer Care team through subject matter, change-management, mentorship, and training expertise to ensure training solutions honor the complexity of cross-functional workflows and processes. Lastly, this role utilizes their training and mentorship skills to further develop training expertise within the team and foster an environment of continual learning throughout Customer Care.

Essential Duties

Include, but are not limited to, the following:

• Perform assigned job duties while following laboratory policies and procedures.
• Deliver instructor-led training virtually, in-person and through other asynchronous modalities as needed.
• Identify and adapt training delivery to meet learner needs and stay current to industry best practices.
• Identify opportunities for, develop, and implement refresher and retraining solutions for established employees.
• Lead the needs assessment, intake, design, development, and delivery of ad hoc training programs related to changes in workflow, software, systems, and operational initiatives, as needed.
• Partner closely with Customer Care and Workforce Performance Optimization leaders to diagnose training needs, identify training gaps, and propose training solutions.
• Help develop the training expertise, behavior, growth-mindset and technical skills of new team members.
• Utilize strong change management skills to isolate training needs within a broader change.
• Identify training scope and propose communication and training plans that support change adoption.
• Manage the creation, optimization, and maintenance of training resources to be current with operational procedures and policies.
• Lead the design, development, and delivery of training programs for new hires, vendors and established employees.
• Work across departments to identify cross-functional learning needs and implement learning solutions.
• Identify training trends and needs by assessing overall status of quality data, employee needs, and business needs.
• Deliver regular training through in-person training, virtual training, hands-on/on-the-job training, and other modalities.
• Facilitate intake meetings with operational partners to perform needs analysis for training solutions.
• Assist in regulatory inspections and understand applicable regulatory requirements.
• Remain informed of procedure/workflow updates and distribute information appropriately.
• Maintain accurate records of training in accordance with applicable policies and procedures.
• Help develop the training expertise, behavior, mindsets, and skillsets of team members.
• Ability to work collaboratively in a team environment as well as work with a high degree of independence.
• Display excellent interpersonal skills with the ability to interact and build solid working relationships with peers at all levels of the organization.
• Maintain a high degree of approachability with all levels.
• Display excellent communication skills in both technical writing and public speaking.
• Ability to lead and motivate others, even when not in a position of authority.
• Ability to foster a positive learning atmosphere that reinforces company core values and emphasizes inclusivity and equity.
• Ability to adapt to changing workload and circumstances effectively.
• Ability to effectively understand and create response strategy to new information.
• Display excellent time management and ability to remain focused when working independently.
• Ability to accurately follow written and verbal instructions.
• Desire to continually learn, improve, and apply new training skills.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies as well as regulatory requirements.
• Maintain regular and reliable attendance.
• Ability to work designated schedule.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.

Minimum Qualifications

• Associates degree in Business Administration, Education, or field related to the essential duties of the job; or High School Diploma/General Education Degree (GED) and 2 years of relevant experience in lieu of Associates degree.
• 4 years of professional experience related to the essential duties of the position.
• Advanced understanding of instructor-led, virtual instructor-led, technical, and/or hands-on/on-the-job training.
• Advanced production skills using technology tools and platforms to plan, run, and troubleshoot applications during delivery the delivery and facilitation of virtual classrooms.
• Demonstrated understanding of working in customer service, billing, or healthcare related field.
• Demonstrated ability to coordinate training plans and schedule training programs/events to include mentoring/teaching others and assisting in competency.
• Strong computer skills to include Internet navigation, use of virtual meeting tools, email usage, word processing, and data/records management.
• Proficient in Microsoft Office, Teams, and Zoom.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• 1+ years of experience mentoring or directly/indirectly leading others.
• Experience with the Epic EHR.
• Experience with project management.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.