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Director of Learning & Development, Customer Care

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Sequel Med Tech

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Location:
United States , Manchester

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

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Job Description:

Sequel Med Tech is seeking a dynamic and experienced Director of Learning & Development to join Sequel’s Learning and Development team directly working with and supporting the Customer Care teams. Sequel’s Customer Care teams are the heartbeat of the organization, serving customers 24/7 across the customer journey. Reporting directly to the Executive Director of L&D, the successful candidate will play a crucial role in the design, development and execution plan for the curriculum, instructional design matrix and leading the training and development of the customer care teams. This role requires strong stakeholder management and leading through influence with the Customer Care Leaders while building a strong foundation as a trusted business partner.

Job Responsibility:

  • Develop and execute a comprehensive learning and development strategy aligned with organizational goals
  • Serve as a trusted advisor to Customer Care Senior Leadership on talent development and capability building
  • Lead and mentor a team of L&D professionals, ensuring high performance, collaboration and fostering a culture of continuous improvement through analyzing and identifying training needs
  • Incorporate modern learning methodologies, including e-learning, blended learning, and experiential programs
  • Collaborate with cross functional team for the development and implementation of new/improved process training
  • Establish methodology and evaluation metrics for training effectiveness
  • Develop, coach and mentor Customer Care L&D team members
  • Develop a strategy for assignment of work, delivery and facilitation of training through collaboration and working closely with the business leaders to identify business requirements and needs
  • Collaborate with customer care leaders to identify learning opportunities and design and develop education and learning programs focused on continuous improvement with the customer experience
  • Train, lead and inspire the team to provide best in class customer care support
  • Career Pathing Support: Collaborate and partner with Customer care leaders to facilitate career development
  • Record Keeping: Maintain records of training activities and evaluate their impact

Requirements:

  • BS or BA in a discipline related to life sciences preferred
  • 10+ years related experience within the medical device manufacturer/pharmaceutical learning and development industry
  • 3+ years of management experience leading a team
  • Experience providing remote training, learning and education
  • Previous experience working in a high volume omnichannel contact center providing direct service and support of a medical device
  • Working knowledge/proficiency in content creation platforms
  • Capability to comprehend the medical, clinical, and technical facets related to diabetes management and drug delivery products
  • Innovative, creative and detail oriented with strong interpersonal communication (oral and written) presentation, facilitation and administrative management skills
  • Proficiency of contact center technology (CRM and Telephony) and tools
  • Ability to organize and lead meetings with cross-functional teams and effectively communicate issues and ideas with peers and with leadership
  • Excellent collaboration skills to work seamlessly with teams across different departments and disciplines
  • Excellent interpersonal skills with clear communication abilities
  • Proficiency with content development platforms (Articulate)
  • Proficiency with Microsoft tools and applications inclusive of Outlook, Word, Excel, PowerPoint
What we offer:
  • 401k plan with a 6% company match and 100% immediate vesting
  • Capped out-of-pocket insulin costs and GLP-1 coverage across all plans
  • Variety of Meritain health insurance plans
  • Flexible Spending Accounts (FSAs) or Health Savings Account (HSA)
  • Vision and dental coverage
  • Voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and pet care discounts
  • Employer-paid short-term disability and life insurance
  • Flexible PTO
  • Generous paid holidays
  • Flex Time options

Additional Information:

Job Posted:
January 04, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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