Position overview:

The role requires a deep knowledge of Customer Care processes, with the focus on Order Management/ Order to Cash (OTC), and Salesforce Lightning.

The primary responsibility of this role is to create, maintain and deliver Customer Care training to internal and external (vendor) Contact Center employees, mainly related to order management / OTC.  This role partners with internal and external business partners to identify training needs, develop curricula and deliver training.

The successful candidate will demonstrate a high attention to detail and an analytical mindset.

JOB / DUTIES / RESPONSIBILITIES

Ensure that agents are fully briefed on appropriate processes, procedures and systems. This includes launches of new products and services, systems and technology, International Market Expansion, Process updates, etc.Facilitate training and provide Train-the-Trainer sessions.Develop and maintain departmental training curricula, including researching departmental training needs, developing curricula in partnership with departmental leadership, and reviewing and maintaining training curricula on a semi-annual basis.Work closely with process owners to write Customer Care documentation, e.g. policies, workflows, flow diagrams, etc. This includes observing/shadowing Customer Care team members to document existing, undocumented processes.Collaborate with other members of the L&D team to develop the training material using a variety of training modalities, including eLearning, Instructor-Led, Virtual Instructor-Led, etc.Collaborate with the Quality team (Insulet and vendor) to identify training gaps and develop training content to address the gaps.Participate in meetings, planning sessions, and projects to capture key information and assess training requirements.Convert materials and documents provided by other departments (e.g. market access, field sales) into documentation specific to Customer Care.Manage the storage, cataloging, and retrieval of all training documents and ensure the material is revision controlled.Coordinate the periodic review of training material and relevant Work Instructions for relevance, accuracy, and compliance to standards.Innovative approach to provide knowledge to the target group to ensure accurate responses and efficient call handling.Support the Training & Quality team with any additional ad hoc requirements.

JOB QUALIFICATIONS

Requirements

Knowledge / Education

Fluent English (C1-C2) language skills (written and verbal)Fluent German (C1-C2) language skills (written and verbal)Formal training in adult learning theory, delivery systems and evaluation techniques is a plus

Job Experience

Demonstrated experience in a Call Center EnvironmentExperience in training deliveryFamiliar with the use and administration of collaboration tools such as MS SharePoint, Knowledge Management tools and other central document storage products

Skills / Competencies

Excellent verbal, written and interpersonal communication skills and the ability to build relationships with various departments and stakeholdersExperience in using Salesforce.com is requiredProven analytical, problem solving and critical thinking skillsAble to multi-task and follow up on outstanding items, taking ownership of issues through to deliveryHigh attention to detail and the ability to analyze, understand and navigate through complex situations

Physical Requirements

Willingness to travel as needed. The expectation is that this role will travel to outsourced business partners as needed and may include international travel.Based in Germany (preferred), UK, NL, France, Austria, Switzerland or Portugal (remote)

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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