Senior Training Specialist – Customer Care & Call Center Operations (Remote, Day & Night Shifts) – Instructional Design, Coaching & Continuous Improvement at brighthush

About brighthush

brighthush is a global trailblazer in the pharmaceutical and healthcare arena, renowned for turning scientific breakthroughs into life‑changing therapies. With a footprint that spans more than 30 countries, we are committed to delivering patient‑centric solutions that blend cutting‑edge research, compassionate care, and a relentless pursuit of excellence. Our culture is built on curiosity, collaboration, and continuous learning—values that empower every team member to innovate, grow, and make a tangible difference in the lives of patients worldwide.

Why brighthush is the Place to Grow

At brighthush, we believe that the most valuable asset is our people. We invest in professional development through structured learning pathways, mentorship programs, and a vibrant community of practice. Whether you are a seasoned trainer or an emerging educator, you will find an environment that nurtures your expertise, challenges your creativity, and rewards your impact. Our remote-first model gives you the flexibility to balance high‑impact work with personal commitments, while our global footprint offers opportunities to collaborate across cultures and time zones.

Role Overview

As a Senior Training Specialist – Customer Care & Call Center Operations, you will be the catalyst for excellence in our Customer Care Center (CCC). Your mission is to design, deliver, and continuously refine training programs that empower our Customer Service Representatives, Operations Support staff, and Management teams to provide world‑class service to patients, healthcare providers, and partners. This role is fully remote, with flexible day and night shift options, allowing you to balance high‑impact work with personal commitments.

Key Responsibilities

• Design & Deliver Multi‑Format Training: Create engaging classroom, virtual, and e‑learning modules that cover call management, business processes, technology enhancements, customer information systems (CIS/DIS), and regulatory compliance. Translate complex processes into clear, learner‑centered experiences.
• Onboarding & Continuous Learning: Lead onboarding sessions for new hires and provide ongoing refresher courses to ensure all CCC staff remain aligned with evolving standards and best practices. Develop a structured onboarding curriculum that accelerates time‑to‑competency.
• Performance Monitoring: Track trainee progress through assessments, attendance logs, and behavioral observations; generate detailed reports for stakeholders. Use data to identify learning gaps and recommend targeted interventions.
• Coaching & Mentoring: Conduct one‑on‑one coaching, on‑the‑job training, and skill assessments to address individual learning needs and performance gaps. Foster a culture of continuous improvement and peer learning.
• Stakeholder Collaboration: Partner with Management, Quality Assurance, and Operations Support to conduct training needs analyses, identify skill gaps, and develop targeted solutions that align with business objectives.
• Documentation & Resources: Develop and maintain job aids, call scripts, SOPs, and process documentation that serve as reference tools for CCC employees. Ensure all materials are up‑to‑date, accessible, and aligned with regulatory standards.
• Technical Facilitation: Manage virtual training platforms, troubleshoot technical issues, and ensure a seamless learning experience for all participants. Stay current on emerging learning technologies and recommend enhancements.
• Continuous Improvement: Gather participant feedback, analyze performance metrics, and iterate training content to enhance effectiveness and engagement. Champion a data‑driven approach to learning.
• Travel & On‑Site Support: Travel to regional hubs as needed to conduct in‑person workshops, observe call center operations, and support local teams. Bring virtual expertise to the field and build strong local partnerships.

Essential Qualifications

• High School Diploma or equivalent (Bachelor’s degree preferred). Demonstrated commitment to lifelong learning.
• Minimum 2 years of formal training, facilitation, or instructional design experience in a fast‑paced environment.
• Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word) and Microsoft Teams. Ability to create compelling visual content.
• Strong verbal, written, and interpersonal communication skills. Comfortable presenting to diverse audiences.
• Knowledge of adult learning principles and behavior change methodologies. Ability to apply these concepts to real‑world scenarios.
• Excellent organizational skills with the ability to prioritize, multitask, and meet deadlines in a dynamic setting.
• Problem‑solving mindset with a track record of recommending and implementing effective training solutions.
• Willingness to travel as required to support regional teams and on‑site workshops.

Preferred Qualifications

• Bachelor’s degree in Communications, Education, Business, or a related field.
• Experience in course design and development, including curriculum mapping and learning objectives.
• Familiarity with e‑learning authoring tools such as Adobe Captivate, Articulate Storyline, or similar platforms.
• Professional training certification (e.g., ATD, CPLP, or equivalent).
• Experience in the pharmaceutical or healthcare industry, with an understanding of regulatory requirements and compliance standards.

Core Competencies & Skills

• Instructional Design: Ability to translate complex processes into clear, engaging learning experiences that drive performance.
• Technology Savvy: Comfortable with virtual classroom tools, LMS platforms, and multimedia production. Quick to adopt new technologies.
• Analytical Thinking: Skilled at interpreting data to assess training effectiveness and identify improvement opportunities.
• Collaboration: Works seamlessly with cross‑functional teams, fostering a culture of shared learning and continuous improvement.
• Adaptability: Thrives in a dynamic environment, adjusting training strategies to meet evolving business needs.
• Customer‑Centric Mindset: Understands the importance of delivering exceptional service to patients and partners, and embeds this focus into training.

Career Path & Development Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem that includes:

• Access to internal leadership development programs and mentorship from senior executives.
• Opportunities to lead cross‑departmental initiatives, such as digital transformation of training or global rollout of new compliance modules.
• Participation in industry conferences, webinars, and certification courses at no cost.
• Clear career pathways to roles such as Senior Training Manager, Learning & Development Director, or Global Training Lead.
• Regular performance reviews that focus on impact metrics, skill development, and career aspirations.

Work Environment & Culture

brighthush champions a culture of inclusion, innovation, and well‑being. Our remote work model is supported by:

• Flexible scheduling to accommodate day and night shift needs.
• Regular virtual team huddles, knowledge sharing sessions, and social events.
• State‑of‑the‑art collaboration tools and a dedicated IT support team.
• Commitment to work‑life balance, with generous paid time off and mental health resources.
• Inclusive hiring practices that celebrate diversity and foster belonging.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to training impact metrics.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mindfulness sessions.
• Flexible work arrangements and a supportive remote infrastructure.

How to Apply

Ready to shape the future of customer care at brighthush? Submit your resume and a brief cover letter highlighting your training experience and passion for continuous learning. We look forward to exploring how your expertise can elevate our Customer Care Center to new heights.