Manager, Learning Delivery, Project, and Analytics â Customer Service
Manager, Learning Delivery, Project, and Analytics â Customer Service
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1 Vacancy
Job Description
Provides leadership and direction in Customer Service Operations n in managing the overall effectiveness and coordination of the training system and training program. Oversee the training operations functions aligning training needs to business and regulatory requirements. Align training development to business based on training needs assessment. Develop and deploy consistent methodologies for training needs assessments course development and delivery and training program evaluation/effectiveness measurements. Manage electronic training system and requirements ensuring audit readiness. Responsible for training and skills development for all Customer Experience personnel to assure employees have the knowledge and skills required to implement the business objectives efficiently and compliantly.
This role requires the individual to work onsite within North Chicago IL 3 days per week/2 days remote. 100% remote is not an option for this opening and relocation assistance is not available.
Responsibilities:
Establishment and maintenance of the training program including curriculum to execute workflows perform required system activities and develop professional skills.
Manage the development implementation and maintenance of the Global Distribution training curriculum for all purchasing personnel worldwide.
Determine knowledge and skills requirements in collaboration with functional heads compliance groups HR and L&D. Identify training courses and experiences to enable required knowledge and skills for customer experience and distribution employees.
Assess training system - training program needs assessment course development and delivery and training effectiveness. Oversee the management of the training teams program development to common standards may participate in course delivery.
Develop and maintain area training plans.
Oversee the successful delivery of assigned process programs and projects within the project management space. Serve as a key contributor in cross-function end-to-end project/program objectives and outcomes especially driving efficiency and agility. Support with deliverables to ensure a successful go-live.
Collaborate on cross-pillar initiatives by gathering data and metrics to enhance customer experience using insights from data and analytics to drive informed decision-making.
Develop training organization skills and professionalism to improve program design development and delivery.
Make presentations to stakeholders as needed. Collaborate with other AbbVie training professionals to ensure a consistent training message. Promotes best training practices at a corporate level.
This role is responsible for oversight of the Project Management team to drive Customer Service Operations projects continuous improvement initiatives and cross functional objectives utilizing PM tools & tracking.
This role is also responsible for New Product Introduction for Customer Service to ensure product launch readiness through collaboration with internal partners and ensuring comprehensive training delivery to Customer Service Operations.
Responsible CS Operations Analytics for collaboration of AbbVie SharePoint and operations including Customer Service KPI Product Availability Report ad-hoc reporting requirements. and task assignment scheduling. Monitor and evaluate actual monthly performance results to Customer Operations leadership and presenting in the global business review process.
Develop implement and facilitate department wide training in adherence to QMR02 policies and procedures. Responsible for tracking the effectiveness of the training programs. Must implement and monitor controls to ensure that trainees meet all training requirements
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Qualifications :
- Bachelors Degree BA/BS degree required in preferred fields such as Science Business Engineering or relevant are to BS/BA degree Training Business or related fields (Training is preferred)
- Minimum 8 years of training and development experience where educational technology project management and global customer support skills have been utilized.
- Proven management capabilities and team leadership skills.
- Strong knowledge in SAP requirement
- PMP preferred
- Experience supporting Customer Service Pillar
- Knowledge and experience in diverse training approaches and learning management systems. Knowledge of and proven ability to apply adult learning principles. Presents a unified and consistent training message that supports the training philosophy.
- Effectively utilizes and orchestrates resources within the organization. Extensive knowledge of training theories and techniques. Understands how the changing environment in the healthcare industry & impacts global training needs; leverages own knowledge of training to proactively propose solutions to training issues and needs.
- Establishes strong interactive relationships within AbbVies global community. Works collaboratively with outside vendors to produce quality training deliverables. Must possess strong presentation skills.
Additional Information :
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation holidays sick) medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.
This job is eligible to participate in our long-term incentive programs
Note: No amount of pay is considered to be wages or compensation until such amount is earned vested and determinable. The amount and availability of any bonus commission incentive benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole and absolute discretion unless and until paid and may be modified at the Companys sole and absolute discretion consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more visit & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:
No
Employment Type :
Full-time
Employment Type
Full-time
