SUMMARY OF JOB PURPOSE AND FUNCTION: The Contact Center Client Experience Trainer is responsible for leading training initiatives that support the development and performance of VCA Client Communications Contact Center associates. This role leads the development and execution of scalable training initiatives that support both new hire onboarding and ongoing associate development, ensuring consistent, high-quality client experiences across all channels. Training may be delivered virtually or in person, depending on business needs and location.

This position operates with a high degree of autonomy and strategic influence, serving as the subject matter expert and operational owner of client experience training. The Trainer will collaborate closely with field teams, cross-functional stakeholders, and other trainers across VCA and Mars to ensure alignment, consistency, and continuous improvement in training content and delivery. The ideal candidate combines a strong client service background with instructional design expertise and a passion for developing others in a fast-paced, client-focused environment.

ESSENTIAL RESPONSIBILITIES AND TASKS:

Curriculum Design & Instructional Delivery

Design and maintain training materials including lesson plans, virtual exercises, job aids, and assessments.Deliver engaging training using diverse instructional methods such as role-playing, simulations, group discussions, and digital platforms in both virtual and in-person settings as needed.Ensure content is current, relevant, and aligned with VCA/Mars standards and tools.

Training Strategy & Development

Identify training needs through performance data, client feedback, and collaboration with contact center and field leadership.Translate strategic goals and service gaps into actionable training programs.Develop scalable, repeatable training models that support both onboarding and ongoing development.Align training initiatives with business priorities, client experience standards, and operational goals.

Performance Monitoring & Coaching

Track trainee progress and participation, providing feedback and coaching to drive performance.Partner with leaders to address skill gaps and reinforce training through follow-up sessions.Continuously evaluate training effectiveness and adjust content or delivery as needed.

Cross-Functional Collaboration

Collaborate with field teams, other trainers, and cross-functional stakeholders across VCA and Mars.Ensure consistency and alignment of training programs across departments and locations.Support enterprise-wide initiatives by contributing training expertise and insights.

Process Improvement & Special Projects

Contribute to strategic initiatives, pilot programs, and process improvement efforts.Identify opportunities to enhance training delivery, tools, and learner engagement.Support other projects and duties as assigned.Adapt training delivery methods to suit remote, hybrid, or in-person environments, ensuring accessibility and effectiveness across locations.

EDUCATION/EXPERIENCE:

Bachelor’s degree in Communications, Education, Business, or a related field.Master’s degree in Organizational Development, Adult Learning, Business Administration, or related discipline.Minimum 3–5 years of experience in training, facilitation, or instructional design, preferably in a contact center or client service environment. Proven ability to design and deliver effective training programs.Experience in veterinary, healthcare, or pet care environments. Background in multi-site or omnichannel contact center operations. Experience collaborating across enterprise teams.Professional certifications in training, instructional design, or adult learning (e.g., ATD, CPTD, Kirkpatrick). Six Sigma, PMP, or equivalent process improvement certifications a plus.Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, Teams). Comfortable navigating multiple systems in a fast-paced environment.Experience with LMS platforms (e.g., Workday Learning, Cornerstone), virtual training tools (e.g., Zoom, Teams), and content creation tools (e.g., Canva, Articulate, Captivate).Ability to read, write, and speak English

OTHER (describe)

Strong interpersonal and communication skills with the ability to engage diverse audiences. Demonstrated ability to assess training needs and translate them into effective learning solutions.Experience in a service-oriented or call center environment. Familiarity with adult learning principles, coaching techniques, and performance improvement strategies.

CORE COMPETENCIES:

Leads with Care & CompassionCommunicates EffectivelyMotivating OthersPerformance DevelopmentClient-Focused

Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US base hourly range for this full-time position is $28.00 - $34.00. Our hourly ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com