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Global Service Training Manager
2 months ago
At Bio-Rad Laboratories, the Global Commercial Operations (GCO) team is dedicated to enhancing the capabilities of our commercial workforce, equipping them with essential knowledge and skills to drive impactful business outcomes. The Global Service Enablement Manager plays a pivotal role in crafting, developing, and implementing training programs, communication strategies, and change management initiatives aimed at improving processes within our global Service organization. This role demands expertise in change management, communication, and instructional design to ensure that process enhancements are seamlessly integrated within the Service team.
Key Responsibilities:
- Manage multiple change management, instructional design, and communication projects concurrently.
- Engage with stakeholders across Global Commercial Operations to gain insights into newly introduced or refined processes.
- Utilize the Prosci change management framework to independently create comprehensive change management plans, including Communication, Training, People Manager, and Sponsor plans, to mitigate resistance and facilitate successful process adoption.
- Propose innovative strategies to enhance the success of process improvement initiatives.
- Craft multi-channel communication materials to raise awareness and enthusiasm about process changes across all organizational levels (e.g., emails, SharePoint sites, videos).
- Design engaging training resources (e.g., eLearning modules, assessments, instructor-led training sessions, webinars, scenarios, exercises, videos, and quick reference guides) and evaluate their effectiveness using the Kirkpatrick Model and change management assessment tools.
- Education: Bachelor's degree or equivalent in Instructional Design, Learning Technologies, Life Sciences, Clinical Diagnosis, or a related field; an MBA is a plus.
- Experience: Over 9 years of proven experience in facilitating process improvement initiatives within a dynamic, matrixed environment. Experience in Field Service, Customer Technical Support, or Customer Service is advantageous.
- Strong interpersonal skills and a collaborative team player who can work independently.
- Experience in a matrixed organization, adept at building remote and cross-cultural relationships, effectively communicating with various organizational levels, and employing a collaborative approach to decision-making and problem-solving.
- Ability to quickly grasp complex information and present it in a clear, comprehensible manner.
- Excellent problem-solving capabilities, with a proactive approach to identifying and addressing potential challenges.
- Results-oriented collaborator with exceptional time and project management skills, capable of multitasking and adapting to changes while meeting deadlines in a fast-paced global environment.
- Self-motivated team player with a positive outlook, quick learning ability, and meticulous attention to detail.
- Proficient in eLearning development tools such as Articulate Storyline, Camtasia, and Adobe Captivate.
- Skilled in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook for document creation, data manipulation, and email management.
Company Overview: For over 70 years, Bio-Rad has been at the forefront of advancing scientific discovery and transforming healthcare. As a leading life science company, we develop, manufacture, and market a wide array of high-quality research and clinical diagnostic products, helping individuals live longer, healthier lives. Recognized as a Best Place to Work, Bio-Rad fosters a unique employee experience with collaborative teams across the globe, empowering you to drive meaningful change and build your career.
