Customer Operations Learning Specialist

Customer Operations Learning Specialist

• Full-Time
• Hybrid
• Locations
• Showing 1 location
• Corporate Headquarters
  1415 State St
  Ste 1600
  Richardson, TX 75082, USA
  
  

• Develop and deliver engaging 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 and proficiency, provide coaching and reinforcement, and help determine readiness for production.
• Partner with Customer Service leaders and Quality Assurance to identify performance gaps and implement targeted learning solutions.
• Use learner feedback, training observations, attendance trends, and performance data to measure effectiveness and improve training.
• Become a subject matter expert on GAINSCO products, systems, call center practices, Customer Service processes, and state and product guidelines.

• Bachelor’s degree required.

• 5 or more years of experience in training, learning and development, or a similar role is required.
• Experience developing learning programs, curricula, and educational materials is required.
• Experience creating and delivering instructor-led, virtual, and online learning solutions is required.
• Experience evaluating learner performance and providing coaching, feedback, or targeted development support is required.
• Call center experience is a plus.
• Property and Casualty insurance experience is a plus.
• Experience creating written and video-based training content is preferred.
• Experience with Learning Management Systems and instructional design software is preferred.

• Strong facilitation, coaching, and presentation skills, with the ability to engage learners across multiple delivery formats.
• Experience creating clear, practical learning content for employees with varying levels of knowledge and experience.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to evaluate learner performance, provide constructive feedback, and identify targeted development solutions.
• Strong organization and time-management skills, with the ability to manage multiple priorities in a changing environment.
• Analytical mindset with the ability to use training data, learner feedback, and performance trends to improve learning outcomes.
• Ability to collaborate effectively with leaders, Quality Assurance, subject matter experts, and business partners.
• Self-directed and accountable, with the ability to independently manage assigned learning programs and maintain current training content.

• This is a hybrid role with two in-office days per week when training is not in session.
• During training classes, work hours and onsite requirements may change based on the class schedule.
• The anticipated six-week class schedule is 10:00 a.m.–6:30 p.m.
  • Weeks 1–3 fully in office.
  • Weeks 4–6 following a hybrid schedule.
• Candidates must be able to adjust their schedule and onsite availability to support future training classes.

• Hybrid, during training classes onsite daily work hours required.
• Excellent benefits package: medical & dental, vision insurance, life insurance, short-term and long-term disability insurance
• Parental Leave Policy
• 401K + Company Match
• PTO Plan + Paid Company determined Holidays