Senior Training & Development Lead, Customer Operations

Boehringer Ingelheim Pharmaceuticals, Inc.; Johns Creek (GA); On-site; USD 75,000 - 105,000; Full time

Job summary

Boehringer Ingelheim Pharmaceuticals, Inc. in Johns Creek, GA is seeking an SR Specialist, Training and Development, Customer Operations to design, deliver, plan, coordinate and evaluate learning programs for end users.

You will facilitate courses, review documentation annually, and collaborate with content experts to meet business needs. The role requires knowledge of GBS systems, Salesforce, Oracle, SAP, Pure Connect and strong adult learning principles, with 2+ years in teaching or customer

Qualifications

• Bachelor's degree in Education, Business, or a discipline closely related to the pharmaceutical industry.
• Minimum of two (2) years’ experience in a lead, supervisor, or educator role with teaching software applications; or four (4) years in customer service, sales, animal health, or related field.
• Ability to create documentation for training purposes.
• Demonstrated knowledge of adult learning principles, group behavior, motivational theories, and communication techniques.
• Knowledge of training design, methods, and measurement of effectiveness.
• Ability to identify complex problems and develop/evaluate options and solutions.
• Strong interpersonal, verbal, and written communication skills for diverse audiences.
• Experience coordinating training delivery activities and navigating systems like Oracle, SAP, Salesforce.com, Pure Connect, BI Connect.

Responsibilities

• Facilitates and delivers technical and skill training programs to end-users using appropriate tools and methods.
• Assists users with efficient system navigation and utilization to meet business needs.
• Manages training issues and risks, using standard tools and processes.
• Collaborates with internal and external contact center colleagues to design courses and learning materials.
• Conducts Needs Analysis with Subject Matter Experts to determine learning gaps.
• Designs and develops training for application workshops.
• Applies adult learning principles, group dynamics and change management to practice.
• Performs end-user training online or in classroom settings and via phone/email as defined.
• Maintains strong knowledge of Systems and Internal Processes including GBS, Salesforce, Outlook, Word, Excel, and Power Point.
• Prepares training methods with minimal supervision and seeks validation from managers.
• Understands customer, industry, and business trends.
• Navigates and teaches use of Oracle, SAP, Salesforce.com, Pure Connect, BI Connect and other systems.

Skills

Training delivery

Needs analysis

Adult learning

Documentation

Communication

Interpersonal skills

Education

Bachelor's degree in related field

Tools

GBS System Knowledge

Salesforce

Outlook

Excel

PowerPoint

Oracle

SAP

Job description

Boehringer Ingelheim Pharmaceuticals, Inc. in Johns Creek, GA is seeking an SR Specialist, Training and Development, Customer Operations to design, deliver, plan, coordinate and evaluate learning programs for end users.

You will facilitate courses, review documentation annually, and collaborate with content experts to meet business needs. The role requires knowledge of GBS systems, Salesforce, Oracle, SAP, Pure Connect and strong adult learning principles, with 2+ years in teaching or customer