Sr. Service Training Manager, Health Systems (Remote with Travel)
Quest Diagnostics Careers Open At a glance
Senior Learning & Development role at Quest Diagnostics Careers. Secaucus · full-time · no salary stated · we estimate $99,250–$156,500 across the United States.
Quest Diagnostics Careers has not published a salary for this role. The figure below is our estimate, not theirs.
hrroles summary, based on the employer's posting.
What you'll do
- Build the national Health Systems training plan, covering new-hire onboarding through ongoing development
- Turn business priorities into training plans with Health Systems managers and directors, and secure their support
- Use productivity, service, and customer satisfaction data to assess training impact and guide improvements
- Find skill gaps using performance reviews, field coaching feedback, and business measures
- Develop blended learning and oversee field coaching, then share patterns and recommendations with national leaders
What you bring
- At least seven years in commercial training, sales enablement, or organizational development, including three years in a strategic or leadership role
- A bachelor’s degree is required
- You have built company-wide training strategies tied to business goals and can influence senior leaders across complex projects
- You bring curriculum design, group facilitation, and individual coaching experience
Who this fits
This senior role suits someone who can shape training strategy and work across commercial and operations teams. The position is remote and requires about half-time travel to meet customers and work in the field with senior Customer Success Managers. Healthcare, diagnostics, or medical device experience is preferred, with hospital laboratory or service work especially useful.
From the employer
The Sr. Service Training Manager, Health Systems will architect and lead the national training strategy to drive commercial performance and service excellence within the Health Systems segment. The Sr. Manager will be responsible for designing, implementing, and measuring the impact of comprehensive training programs that enhance business acumen, operational knowledge, and client service skills across the enterprise. By collaborating with senior commercial and operational leadership, the Sr. Manager will act as a strategic partner to identify critical skill gaps and develop innovative learning solutions that directly contribute to business objectives, customer retention, and market growth.
This position is remote but will require travel (~50%) to meet with customers, train and work in the field with Sr. Customer Success Managers.
Strategic Program Design: Design, develop, and own the national training curriculum and strategic roadmap for the Health Systems service team, from onboarding to continuous professional development.
Leadership and Influence: Act as the primary training and development advisor to Health Systems leadership (Managers & Director) translating business goals into actionable training strategies and gaining buy-in for key initiatives.
Performance Analytics and Impact Measurement: Develop and manage a robust set of metrics to measure the effectiveness and business impact of training programs. Analyze data on representative productivity, service level improvements, and customer satisfaction (CSAT) to report on ROI and drive continuous improvement.
Development Gaps: Conduct comprehensive needs analyses by partnering with commercial leaders and leveraging data from performance reviews, field coaching reports, and business KPIs to identify and prioritize enterprise-wide knowledge and skill gaps.
Advanced Curriculum Development: Lead the creation and modernization of training content, incorporating adult learning principles and leveraging a blended learning approach (e.g., e-learning, workshops, simulation, field coaching).
Field Coaching Excellence: Oversee the national field coaching and assessment program. Synthesize findings from field observations to identify systemic trends and provide strategic recommendations to national leadership.
Cross-Functional Collaboration: Serve as the subject matter expert on the hospital customer experience, leading engagement with Customer Solutions, IT, and Operations to standardize and optimize the onboarding process and other key service initiatives to support the Health System Client Success team and Commercial teams
Innovation in Learning: Stay abreast of cutting-edge training methodologies and technologies; pilot and scale innovative programs to ensure the training function remains best-in-class.
Accountabilities/Metrics: Hospital CSAT, # of reps trained, Time to rep productivity post-training, % Field Coaching Reports delivered within 48 hours of field travel, Training ROI and Business Impact Metrics
7+ years of progressive experience in commercial training, sales enablement, or organizational development, with at least 3 years in a strategic or leadership capacity.
- Proven experience designing and implementing enterprise-wide training strategies that are aligned with business goals.
Demonstrated ability to influence senior leadership and manage complex, cross-functional projects.
Extensive experience with curriculum design, group facilitation, and one-on-one coaching.
Preferred Work Experience:
Experience in the healthcare, diagnostics, or medical device industry is strongly preferred; hospital laboratory/service experience is a significant plus.
Education:
BA/BS required
Skills:
Strategic and Analytical Thinking: Ability to analyze complex data, identify trends, and make data-driven strategic recommendations.
Executive Presence: Superior communication, presentation, and facilitation skills with the ability to engage and influence audiences at all levels.
Leadership: Strong leadership skills with a proven ability to lead change and drive results in a matrixed organization.
Instructional Design: Deep knowledge of adult learning principles and instructional design methodologies.
Work Requirements:
~50% travel required
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