Hybrid Onboarding & Learning Lead, Customer Ops

Gainsco; Richardson (TX); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Parental Leave

401K Match

Paid PTO

Job summary

GAINSCO seeks a Customer Operations Learning Specialist to design onboarding and ongoing development programs for call center staff. You will create curricula, facilitator guides, and instructional videos, measure learner progress, and partner with leaders to close skill gaps.

Strong communication, coaching, and program-management skills are essential. Hybrid role based at GAINSCO Corporate Headquarters in Richardson, TX, with two in-office days per week when not in training sessions.

Qualifications

• 5+ years of experience in training, learning and development.
• Experience developing learning programs, curricula, and educational materials.
• Experience creating and delivering instructor-led, virtual, and online learning solutions.
• Experience evaluating learner performance and providing coaching or targeted development support.
• Call center experience is a plus; Property & Casualty insurance experience is a plus.

Responsibilities

• Develop and deliver onboarding, continuing education, and employee development programs through in-person, virtual, and online formats.
• Create and maintain curricula, job aids, how-to guides, facilitator materials, learner resources, and instructional videos.
• Assess learner knowledge, provide coaching, and determine readiness for production.
• Partner with Customer Service leaders and Quality Assurance to identify performance gaps and implement targeted learning solutions.
• Measure effectiveness using learner feedback, attendance trends, and performance data to drive improvements.
• Become a subject matter expert on GAINSCO products, systems, call center practices, and state/product guidelines.

Skills

facilitation

coaching

presentation

communication

time management

analytical

Education

Bachelor's degree

Tools

Learning Management Systems

Instructional design software

Job description

GAINSCO seeks a Customer Operations Learning Specialist to design onboarding and ongoing development programs for call center staff. You will create curricula, facilitator guides, and instructional videos, measure learner progress, and partner with leaders to close skill gaps.

Strong communication, coaching, and program-management skills are essential. Hybrid role based at GAINSCO Corporate Headquarters in Richardson, TX, with two in-office days per week when not in training sessions.