Content and Training Principal, Client Services

ob Summary

The Content & Training Principal will play a critical role in elevating the skills, consistency, and performance of our Client Services organization. This individual will lead the development, management, and continuous improvement of training content within our learning management system (LMS), ensuring our team members are equipped with the knowledge and tools needed to support customers effectively. The ideal candidate will be responsible for designing engaging learning materials, maintaining accurate and up-to-date content, and partnering closely with subject-matter experts across Client Services, Operations, and Quality. This role will also support broader training initiatives—including onboarding programs, system/process training, and quality assurance alignment—to help build a scalable training framework as our organization continues to grow rapidly.

Qualifications:

Education:

·       Bachelor’s degree in

Experience & Skills:

·       3-5 years of experience in training and development within a customer operations or service environment, including experiences as a stakeholder representing customer-facing teams in organization-wide projects.

·       Experience creating training materials for Customer Service, Client Services, or Operations teams—preferably in healthcare, diagnostics, biotech, or another regulated industry.

·       Hands-on experience administering or managing a Learning Management System (LMS)

·       Strong knowledge of adult learning principles, training methodologies, and learning management systems (LMS).

·       Experience collaborating with subject matter experts to translate complex technical or scientific processes into clear, accessible learning content.

·       Background working with cross-functional partners such as Quality, Lab Operations, and Product/Engineering to align training with workflows and system updates.

Key Responsibilities:

·       Develop, maintain, and continuously improve training content within the Learning Management System (LMS), ensuring accuracy, clarity, and alignment with current workflows and systems.

·       Create engaging learning materials such as modules, job aids, videos, SOP-style guides, assessments, and onboarding resources.

·       Establish and manage a structured content library to support scalability and ease of use across the Client Services organization.

·       Build structured learning paths tailored to different roles (e.g., phone support, case resolution, order clarification, etc.).

·       Partner closely with subject matter experts in Client Services, Quality, Operations, Lab, and Engineering to gather accurate information and translate complex technical processes into accessible training content.

·       Coordinate with system owners (e.g., Salesforce, portals, lab systems) to ensure training materials reflect new features, process updates, and workflow changes.

·       Work with the Quality Assurance program to align training standards with QA expectations and common error trends.

·       Support and occasionally lead live training sessions, workshops, and onboarding classes when needed.

Note to Recruiters:

 We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory, will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.