Sequel Med Tech
Director of Learning & Development, Customer Care
CRM
Edtech.com's Summary
Sequel is hiring a Director of Learning & Development, Customer Care to lead the design and execution of training curricula for the Customer Care teams. This role involves managing and mentoring the Learning & Development team, collaborating with cross-functional departments, and driving initiatives to enhance customer service and continuous improvement.
Highlights
- Develop and implement a comprehensive learning and development strategy aligned with organizational goals.
- Serve as a trusted advisor to Customer Care Senior Leadership on talent development and capability building.
- Lead and mentor a team of Learning & Development professionals focused on customer care.
- Incorporate e-learning, blended, and experiential programs into training delivery.
- Collaborate with cross-functional teams including Sales, Medical, Clinical, and Product for process training implementation.
- Require proficiency with content development platforms (Articulate), Microsoft Office, CRM, and telephony tools.
- Minimum of a bachelor's degree in life sciences preferred, with 10+ years in medical device/pharmaceutical learning and development and 3+ years managing teams.
- Experience with remote training and high-volume omnichannel contact centers supporting medical devices.
- Position requires up to 25% travel and strong stakeholder management skills.
- Offers a competitive benefits package including 401(k) with company match, health insurance with diabetes-related coverage, paid time off, and flexible work options.
Director of Learning & Development, Customer Care Full Description
Director of Learning & Development, Customer Care
Manchester, NH
Customer Care – Learning & Development /
Full-time /
Remote
About Sequel
Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management.
Job Overview
Sequel Med Tech is seeking a dynamic and experienced Director of Learning & Development to join Sequel’s Learning and Development team directly working with and supporting the Customer Care teams. Sequel’s Customer Care teams are the heartbeat of the organization, serving customers 24/7 across the customer journey. Reporting directly to the Executive Director of L&D, the successful candidate will play a crucial role in the design, development and execution plan for the curriculum, instructional design matrix and leading the training and development of the customer care teams. This role requires strong stakeholder management and leading through influence with the Customer Care Leaders while building a strong foundation as a trusted business partner.
The ideal candidate will have medical device, contact center and/or remote training experience and curriculum development experience. The Director of Learning and Development will lead, mentor and train a team of Customer Care Learning and Development members, while also facilitating impactful training with the Customer Care team, motivating and inspiring them to provide excellent customer service. The position has strong collaboration and coordination within Learning and Development, and is a centralized cross functional team made up of members representing Sales, Medical, Clinical, Product and Customer Care.
Job Responsibilities and Essential Duties
- Develop and execute a comprehensive learning and development strategy aligned with organizational goals.
- Serve as a trusted advisor to Customer Care Senior Leadership on talent development and capability building.
- Lead and mentor a team of L&D professionals, ensuring high performance, collaboration and fostering a culture of continuous improvement through analyzing and identifying training needs.
- Incorporate modern learning methodologies, including e-learning, blended learning, and experiential programs.
- Collaborate with cross functional team for the development and implementation of new/improved process training.
- Establish methodology and evaluation metrics for training effectiveness.
- Develop, coach and mentor Customer Care L&D team members.
- Develop a strategy for assignment of work, delivery and facilitation of training through collaboration and working closely with the business leaders to identify business requirements and needs.
- Collaborate with customer care leaders to identify learning opportunities and design and develop education and learning programs focused on continuous improvement with the customer experience.
- Train, lead and inspire the team to provide best in class customer care support.
- Career Pathing Support: Collaborate and partner with Customer care leaders to facilitate career development
- Record Keeping: Maintain records of training activities and evaluate their impact.
Minimum Requirements
- BS or BA in a discipline related to life sciences preferred.
- 10+ years related experience within the medical device manufacturer/pharmaceutical learning and development industry.
- 3+ years of management experience leading a team.
Required Knowledge, Skills and Abilities
- Experience providing remote training, learning and education.
- Previous experience working in a high volume omnichannel contact center providing direct service and support of a medical device.
- Working knowledge/proficiency in content creation platforms.
- Applicants should possess the capability to comprehend the medical, clinical, and technical facets related to diabetes management and drug delivery products.
- Innovative, creative and detail oriented with strong interpersonal communication (oral and written) presentation, facilitation and administrative management skills.
- Proficiency of contact center technology (CRM and Telephony) and tools
- Ability to organize and lead meetings with cross-functional teams and effectively communicate issues and ideas with peers and with leadership.
- Excellent collaboration skills to work seamlessly with teams across different departments and disciplines.
- Excellent interpersonal skills with clear communication abilities.
- Proficiency with content development platforms (Articulate).
- Proficiency with Microsoft tools and applications inclusive of Outlook, Word, Excel, PowerPoint.
- Position remotely based but requires up to 25% travel for training meetings and occasional visits to home office in Manchester, NH.
Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
At Sequel, we believe that when you thrive, we thrive. That’s why our benefits package is designed to support you from day one. You’ll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting. We’re committed to your well-being and understand the unique needs of employees and families living with diabetes, so we offer capped out-of-pocket insulin costs and GLP-1 coverage across all plans. You’ll have access to a variety of Meritain health insurance plans to suit your needs and can also take advantage of Flexible Spending Accounts (FSAs) or Health Savings Account (HSA). Our comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care. In addition, we provide employer-paid short-term disability and life insurance for extra peace of mind.
We know the importance of taking time to rest and recharge. That’s why Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most. Our team enjoys a culture built on hard work, fun, and genuine support. At Sequel, you’re not just starting a job, you’re building a rewarding career and a brighter future. Join us, and let’s thrive together!
Environmental/Safety/Physical Work Conditions
Ensures environmental consciousness and safe practices are exhibited in decisions
Use of computer and telephone equipment and other related office accessories/devices to complete assignments
May work extended hours during peak business cycles
Physical requirements such as lifting specific weights
Some travelling is expected
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