Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
Embrace is seeking a Training Manager that plays a pivotal role in onboarding new employees and supporting the ongoing development of the Sales, Service, and Claims teams. This role ensures team members are equipped with the knowledge, skills, and confidence to deliver exceptional service and uphold company standards. The Training Specialist will deliver engaging training sessions, monitor progress, and collaborate with team leaders to address performance gaps and learning needs.
Key Responsibilities:
- Lead and facilitate training programs for new hires and existing team members across Sales, Retention, and Claims.
- Deliver training sessions virtually and in-person, tailored to individual and team needs.
- Ensure employees understand policies, procedures, and communication standards to create outstanding customer experiences.
- Track training progress and escalate performance concerns to appropriate leadership.
- Develop, update, and maintain training materials that reflect current company policies and best practices.
- Create assessments to evaluate trainee comprehension and retention.
- Adapt training methods to accommodate diverse learning styles.
- Review customer interactions (calls, chats, claims) to identify coaching opportunities and reinforce learning.
- Coordinate licensing and certification requirements (e.g., P&C licensing) for applicable roles.
- Foster a positive, inclusive, and value-driven training environment.
Qualifications:
- Proven experience delivering training to individuals and groups in a professional setting.
- Strong presentation and facilitation skills with the ability to communicate clearly and concisely.
- High attention to detail and ability to provide constructive feedback.
- Proficiency in CRM systems, Excel, PowerPoint, SharePoint, and other training tools.
- Excellent interpersonal, verbal, and written communication skills.
- Ability to multitask, prioritize, and remain composed under pressure.
- Self-motivated and capable of working independently with minimal supervision.
- The Training Specialist must have a deep understanding and high level skill mastery of the frontline role to teach new team members how to be successful in their position.
Experience
- Minimum of 2 years of frontline experience within the department they are training.
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All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
