About this role
The Trainer in AbbVie Customer Operations is responsible for designing,
developing, delivering, and evaluating comprehensive training programs for frontline associates,
management, and support teams within the Customer Operations environment. The role ensures
the highest level of product knowledge, customer service skills, compliance, and process
effectiveness. The Trainer acts as a thought partner to leadership in identifying training needs and
solutions.
Position Overview
Develops and facilitates training and ongoing education for both new hires and experienced team
members, covering system usage, organizational policies, procedures, and maintaining
competencies. Contributes to quality assurance by offering feedback, coaching, and collaborating
with other departments and leadership to evaluate and design training that aligns with
organizational goals. Frequently updates training resources to ensure compliance and relevance.
Fosters a strong culture of service, adapts training approaches to various learning preferences,
and conducts course evaluations to support continuous improvement.
Key Responsibilities
• Develop and implement training programs for new hires in Customer Operations,
utilizing classroom, virtual, and e-learning formats.
• Lead engaging and interactive training sessions, tailoring content and delivery to
accommodate different audiences and learning styles.
• Evaluate the effectiveness of training through metrics, feedback, and performance
analysis to identify and address improvement opportunities.
• Collaborate with business leaders and Quality Assurance teams to ensure training aligns
with organizational objectives and regulatory standards.
• Stay current on AbbVie products, services, systems, compliance requirements, and
industry best practices.
• Produce and update training materials, job aids, and documentation.
• Participate in continuous improvement efforts within Customer Operations.
• Assist in change-management initiatives, supporting teams through transitions in
processes or systems.
• The Trainer must effectively support a single business team.
Minimum of 3+ years’ experience in designing and delivering operational training,
ideally within customer service in the pharmaceutical or healthcare industry.
• Proven background in high-volume, regulated customer operations settings.
• Excellent presentation, facilitation, and communication abilities.
• Proficient in assessing learning needs, measuring training effectiveness, and adapting
programs as necessary.
• Collaborative and proactive, with a strong capability to manage and support change.
Education
• Bachelor’s degree or equivalent experience in Business or related field
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html