Learning & Development Manager, Member Experience

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Job Description

The Learning & Development Manager, Member Experience leads the team and is responsible for implementing training for Claims and Contact Center teams. This role partners with Learning and Development leaders to deliver learning solutions that align with business needs and priorities, drive engagement and growth, and remain uniquely Trupanion.

This position is open to candidates in the Seattle area. You will have a where you will work from our casual, pet-friendly office at least .

Connection to and Understanding of the Business

• Build relationships with Claims and Contact Center and act as their primary Learning and Development point of contact.
• Collaborate with leaders and SMEs to understand current and forecasted Claims and Contact Center training needs and challenges.
• Stay current with business trends and strategic plans to optimally scope and develop training that enables the team to drive business results.
• Develop learning experiences and launch plans to meet the needs of our Claims and Contact Center audiences.

Leads Content Creation and Training Delivery

• Effectively prioritize Claims and Contact Center projects and manage training resources.
• Collaborate with the Partner & Sales Lead and team to support sales-related training content and projects.
• Conduct needs analysis and develop solutions to ensure Claims and Contact Center team members have the vital skills, abilities, and tools to do their best work.
• Lead Learning Experience Designers to create and deliver training that supports a growth-minded team.
• Develop and deliver results-driven, user and learner-centric materials, like playbooks, facilitator guides, videos, and interactive eLearning.

Program Effectiveness, Maintenance, and Quality

• Review and revise learning materials to drive alignment with operating guidelines, procedures, and systems.
• Evaluate, analyze, and iterate existing documentation and processes to drive sustainability and scalability for near-term and long-term needs.
• Define and measure success metrics to assess short and long-term program effectiveness.

• 5+ years of Learning and Development experience, with at least two years in leadership, managing projects, and driving workplace performance for remote and hybrid teams.
• 3 + years of instructional design experience demonstrating various instructor-led, blended, and insurance training approaches and topics, including claims and contact center experience, leadership, systems, and product training.

• You are energetic and passionate, possess exceptional senior stakeholder management and relationship mastery skills, and can build and maintain a strong network with colleagues and stakeholders.
• Strong experience with learning and development, instructional design, facilitation, learning technology, and project management.
• You can work both independently and collaboratively in a team environment.
• Comfortable using technology such as Microsoft 365 products, Microsoft Dynamics, Asana, Jira, Tableau, Articulate 360, Adobe Creative Suite, Learning Management Systems, Iorad, and SaaS (Software as a Service).

• The pay range for this position is $95,000 – 100,000 on a full-time schedule.
• Along with base salary, Trupanion employees may be eligible for monthly bonuses.
• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

#LI-ONSITE #BI-ONSITE

Additional Information

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.