Training Specialist, Member Success

About Carrot:

Carrot Fertility is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot’s comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.

The Role: 

Carrot is seeking a Training Specialist, Member Success to join their team. You will be primarily responsible for designing, developing, and delivering comprehensive training programs for our contact center teams. This role is crucial in ensuring our Member Success team is well equipped with the knowledge, skills, and behavior needed to exceed member and customer expectations. You will work closely with Member Success leadership to ensure training effectiveness, team member performance, and areas of improvement. 

To succeed and thrive in this role, you must be adaptable in a fast-paced and fast-growing environment, have strong communication skills, be a seasoned problem-solver, and have practical presentation skills to articulate your findings. You must be able to work within deadlines and have the flexibility to support special projects as needed. This position is an individual contributor role. This position is on site in Des Moines, Iowa.

The key responsibilities of the role include the following:

• Iterate, maintain, execute and continually improve onboarding programs and develop training curriculums for new employees joining the Member Success team.
  • Document and maintain onboarding materials, schedules, and communications used with each new hire. 
  • Facilitate in-person, remote, and hybrid training content and processes for new hires. 
  • Coordinate and schedule the assignment of e-learning modules and shadowing sessions 
  • Host regular check-ins with new hires on their progress and completion of assigned onboarding activities 
• Create engaging and effective training materials in response to new/changing business processes and workflows, including process documentation, presentations, and e-learning modules, tailored to meet the needs of ongoing education and development.
• Conduct training sessions both in person and virtually, that cover product and service best practices, customer specifics, and company policies. Utilize various training methodologies to cater to different learning styles.
• Assess trainee performance through role-plays, and real-time monitoring. Provide constructive feedback and coaching to improve performance. 
• Conduct quarterly training and development assessments to determine gaps and opportunities for improvement. Leverage your outcomes to drive future training and development content. 
• Hold regular meetings with Member Success leaders to discuss and identify training gaps. Use these discussions to drive educational, training, and development initiatives.
• Regularly update training content to reflect changes in products and services, policies, and member feedback. Incorporate best practices and trends into training programs. 
• Collaborate and work closely with other teams throughout the organization to align training initiatives with organizational goals and strategies. 
• Partner with MS team leaders to hold employees accountable for training completion and proficiency of concepts and topics, after the initial training
• Coordinate and execute established ongoing certification protocol, ongoing training, refreshers, etc. (e.g., demo certification and recertification processes). 
• Support inbound member inquiries via phone, email, or video call when the business requires it.
• Ability to travel periodically as needed, including potential international travel

The Team: 

You will join a fast-growing Member Success Operations team at Carrot with the opportunity to work with various teams across the organization. Our Member Success organization includes all contact center staff that support our members’ phone calls, emails, and pre-scheduled video calls. You’ll work closely with and present your findings and recommendations to leaders within the Member Success organization This role would sit in our Des Moines, Iowa location, and be an in office position. 

Minimum Qualifications: 

• Bachelor’s Degree
• 2+ years of experience in a training role, preferably in a contact center or customer service environment
• Willingness to learn and understand day to day operations of contact center team members
• Proven track record in improving agent performance through training
• Strong understanding of customer service principles
• Effectively communicate complex information to a diverse group of business partners
• Excellent written, verbal, and presentation skills
• Ability to independently manage multiple tasks for multiple groups and work reliably in time-sensitive situations
• Demonstrates a high degree of personal accountability, passion, and execution
• Experience working closely with senior support leaders, prior exposure to high-growth, fast-paced work environments

Preferred Qualifications:

• Experience working closely with senior support leaders, previous exposure to high-growth work environments
• Proficiency with learning tools (e.g., Seismic, Confluence)
• Experience leading both in person, and virtual training sessions
• Proficiency with Zendesk, or other relevant CRM tools
• Flexible and able to change priorities quickly, capacity to manage multiple priorities

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $70,000-$85,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. 

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company’s Most Innovative Companies, CNBC’s 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. 

Carrot teams span more than 40 states across the United States and dozens of countries around the world. Carrot has received numerous workplace awards, including Fortune’s Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.