POSITION OVERVIEW:

The Learning Services (LS) and Customer Experience (CE) Manager is co-responsible with operations for the professional development and performance of our Team Members. They support the creation of training curriculum, ensure high standards of quality service and effective training delivery, develop Customer Experience and Quality standards, and manage competency profiles for LS and CE Leaders. The role involves implementing career plans for team members to maximize development, client satisfaction, and operational output.

REQUIRED EXPERIENCE, SKILLS & COMPETENCIES:

• Location based in Montreal, or Toronto; Canada
• Minimum of 3 years of experience managing and leading strong teams
• Meeting / Exceeding all metrics in current role
• Availability to work on-site with schedule flexibility
• Pharmacy industry knowledge including Practice Management Software expertise - desirable
• Creativity thought leadership, in support of business advancement
• Presentation analytical and organizational skills
• Analytical and organizational skills
• Effective decision-making & problem-solving abilities
• Effective time management and prioritization abilities
• Results-oriented with ability to report outcomes with clear actions
• English proficiency with strong verbal and written communication
• Intermediate to advanced MS Office and Google Suite skills
• Experience with coaching methodologies
• Effective leadership techniques; coach like feedback, learning and development techniques and performance management
• Strong focus on customer experience optimization
• Knowledge of feedback, learning, and development techniques
• Customer excellence & quality knowledge
• Previous experience teaching or working in educational programs
• Proven experience in quality assurance

PREFERRED EXPERIENCE, SKILLS & COMPETENCIES:

• 3 years of university studies in Business Administration, Marketing, Education, Psychology, Communications, Industrial Engineering, or related fields
• Experience leading small to medium groups of team members
• Experience with external and internal client relationships
• Familiarity with AI
• Six Sigma Training Certification - desirable
• Bilingual in both official languages (French and English) written and verbal - desirable
• Solid understanding of the healthcare industry; Pharmacy, Electronic Medical Records, Claims Management Solutions - desirable

• Encourage cross-departmental collaboration to support business strategy
• Ensure timely updates and execution of training and customer experience activities
• Adopt and drive global standards for training and customer experience
• Participate in internal and external meetings and business reviews
• Manage client relations to align training and customer experience standards
• Support development of effective analytics for operations team
• Plan development and engagement activities for LS and CE Teams
• Coordinate with Workforce for scheduling new hire classes and cross-training
• Optimize resource allocation for LS and CE to support operations
• Coordinate with recruitment to update profiles
• Own Training Attrition through action plan creation and execution
• Drive new hire and recurrent training effectiveness results