Job Description

As a Client Services Learning Experience Manager, you will lead the learning and development programs for client service teams across platforms. Lead the projects and training implementation of any new system or processes. This role is responsible for partnering with VP of Ops, ensuring alignment and consistency with the ongoing training of Trucordia’s defined client experience, and on the insurance systems they use to do perform their daily duties.

Duties & Responsibilities:

• Serve as a subject matter expert on AMS360 and other systems and tools, overseeing training delivery for new users and newly integrated offices.
• Design and implement role-based 30-60-90-day onboarding programs for Client Managers and Client Advocates.
• Partner with platform operations leaders and central teams to assess learning needs and tailor training strategies aligned with company SOPs.
• Partner with Operations Excellent team on the governance process of the Client Experience SOPs. Ensuring that when a change is made there is collaboration with process owners, and all SOPs are updated, along with training materials and any systems impacted.
• Provide coaching, guidance, and strategic direction to team leads and learning advocates across platforms, fostering collaboration and sharing of best practices, tools, and resources.
• Develop and maintain job aids, sops, and knowledge checks to support ongoing learning of AMS360 and other systems and processes.
• Manage and update the Client Experience Hub in MyTrucordia (SharePoint), with useful resources, and links to development information.
• Build strong relationships with platform leaders, SMEs, and project teams to align learning initiatives with business goals.
• Coordinate and communicate training through the company LMS (Trucordia University), tracking and reporting on completion metrics.
• Identify learning gaps through surveys, pulse checks, and feedback loops.
• Deliver engaging learning experiences using a blend of instructor-led, virtual, and eLearning formats.
• Collaborate with the central learning and the adoption and success teams on scalable learning solutions and support ongoing projects that enhance client service team development.

Qualifications

Required Qualifications:

• Strong experience with AMS360 and other insurance systems.
• 2+ years of experience insurance account management (licensed preferred).
• 2+ years of experience facilitating training for large groups, both in-person and virtually.
• Strong knowledge of adult learning principles and instructional design.
• Proficiency with Microsoft 365 and able to learn new systems quickly.
• Ability to travel up to 30%.

Preferred Qualifications:

• Experience designing onboarding and role-specific training programs.
• Familiarity with LMS platforms and other eLearning authoring tools
• CPLP, CPDT, or APTD certification.
• Bachelor’s degree or equivalent experience in learning, insurance, or a related field.

Additional Information

Please see our company Benefits:

• Medical, Dental, Vision
• Life Insurance and AD&D
• FSA / HSA
• Accident & Critical Illness
• Hospital Indemnity
• Pet Insurance
• 11 Paid Holidays
• Flexible PTO
• 401K

Trucordia is an equal opportunity employer. We believe that every employee has the right to work in an environment that is free from all forms of discrimination. It is our policy that all decisions involving any aspect of the employment relationship such as hiring, compensation and training, promotions, transfers, discipline, and termination will be based on merit, qualifications, and abilities. Such decisions will be made without regard to age, ancestry, color, race, national origin, disability, protected medical condition, genetic information, military service, veteran status, citizenship status, religion, creed, sex, gender, gender identity, sexual orientation, pregnancy, childbirth, marital status, or any other condition, characteristic or activity protected by law. Discrimination based on any of these factors is contrary to our operating philosophy. Attention Recruitment Agencies: Trucordia does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered property of Trucordia, and we will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting Trucordia's Talent Acquisition Department.