Job Description

Summary

The Sr. Program Manager, Learning & Development is a training process expert and advocate who is responsible for the overall success of Patient Services Training program, setting the strategic direction for design, delivery, measurement and effectiveness.  The role is focused on skill development of the PS teams and will lead their team to pull-though trainings that range from new hire through advanced & on-going developmental needs of the department, partnering with Enterprise and Global learning to ensure we are leveraging synergies as we create learning opportunities.

Job Description

Reporting to the Associate Director, Patient Services, this position plays a key role leading the training team to ensure that PS personnel are provided the opportunity to learn the skills needed to be effective, compliant and customer focused in their role.  In this highly visible, cross-functional role, this individual will partner closely with PS leadership, commercial training, operations, field training, legal, compliance and marketing to ensure consistent, sustained, and hands-on training and pull-through by PS teams. S/he will assume direct reporting of the PS Learning & Development Team. In addition, the role will be accountable for the overall success of new hires training throughout the on-boarding process to ensure compliant and effective implementation of knowledge, skills and processes. In this role, the incumbent will work closely with the PS teams and leadership by frequent Customer Experience exposure to identify & share best practices, determine development needs, serve as a coaching partner for leadership and be a positive force with the on-going goal of PS excellence. The Sr. Program Manager will partner with internal teams and any external vendors to support the on-going training, development, delivery and operational needs of the PS team. The Sr. Program Manager will be responsible for effective training, coaching and operational excellence in line with all approved marketing materials and approved messages. 

Key Responsibilities

·       Create and manage overall strategic design, including continual optimization and effectiveness, of PS Learning & Development program

o   Oversees the development of feasible training plans that achieves the goals and objectives of the project and aligns with the organization’s strategy and goals. Ensures team is

o   Assess training effectiveness, including ROI, and ongoing knowledge of key PS material, both for new hires and existing agents

o   Provide Oversight for training creation & delivery to ensure consistent, effective, high quality training is delivered, providing feedback and coaching when needed ensuring training team maintains the appropriate level of subject matter expertise to provide accurate responses and insights to the learners

o   Understand industry trends, best practices, and training technologies/methodologies related to adult learning, looking for ways to continuously evolve the curriculum management and training delivery model to maximize the effectiveness and impact of the training

o   Manage training development vendors to ensure quality and training effectiveness, and

o   Provide support for training request for PS Audits and Inspections.

·       Provide coaching, support and pull-through of tools/tactics/messages and trainings for training team as well as learners throughout PS:

o   Assist in the development and responsible for the overall execution of on-boarding of new hire trainings

o   Responsible for overall effectiveness of PS Trainers and training delivery of new hire and on-going training execution

o   Partner with leadership to determine skill gaps, training needs and coaching opportunities.

o   Play a pivotal role in the creation and execution of development PS workshops to support the objectives

·       Build for the future

o   Partner with leadership and home office to develop a PS competency/key experience model for use in conjunction with the hiring process, professional evaluation and development

o   Work collaboratively with Biogen counterparts across the organization to determine best practices and leverage an enterprise ONEBIOGEN approach to training & development.

o   Uphold the cultural values and the PS interpretation to assist leadership with examples of those values in action.

o   Identify and determine on-going development needs with patient engagement, motivational interviewing and departmental skill-based programs. Design & execute additional departmental trainings. Lead the partnership with external vendors to meet any training needs.

o   Support the evolution and execution of a sustainable patient support model for engagement with patients in the maintenance phase of the patient journey. Provide individual coaching, assess metrics in partnership with patient services & leadership, and work closely with cross-functional partners to determine additional patient needs.

o    Maintain up to date knowledge on all Biogen, disease and product related resources to support current and future patient care needs.

o   Help identify, coach and develop transferrable skills specific to the PS teams to prepare for Biogen roles/contributions beyond PS.

·       People Leader

o   Manage team of trainers ensuring training process are optimized for efficiency and meet compliance with legal, ethical, and regulatory requirements. Select and manage resources, including working with both internal employees and training vendors to develop and deliver training solutions.

·       Lead PS development initiatives

o   Create development opportunities for the PS department to support culture, growth and succession planning and support team as they facilitate professional development topics for Patient Services per your design.

o   Coach leaders (Supervisors and Individual Contributors), on their own career development in addition to development of their direct reports. Partners with other Biogen Learning and Development teams to identify leadership programs and resources.

Qualifications

· 7-10 years of experience within a Leadership role with 5 years of Training/Learning Development experience.

·Experience with a variety of leadership models and tools

· High performing individual with business acumen, performance consulting experience, learning expertise, and a demonstrated ability to successfully design, implement, and evaluate programs

· Aptitude to work independently and across matrix organization; influence without authority

· Demonstrated strong management, leadership, coaching expertise

·       Excellent communication skills with the ability to adapt style according to demands of the audience; ability to cascade communications appropriately and present to large audiences

·Strong analytical, project management, problem solving, customer relationship, organizational, conflict resolution, presentation and leadership skills

· Prior related industry experience is highly preferred

· Highly agile with ability to manage multiple competing and shifting priorities, quickly adjusting project plans without missing high priority deliverables

Education Masters degree in instructional design or adult education preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.