GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.
Summary
We are seeking a strategic and collaborative Commercial Trainer to lead training and readiness efforts related to new product and service launches that directly impact our Client Experience (CX) teams. These teams are on the front lines of client interaction—supporting onboarding, troubleshooting, provider and patient access, and day-to-day service for our healthcare and diagnostic solutions.
In this role, you will work cross-functionally with Marketing, Product, Billing, Clinical teams, Client Services, Client Success Managers and Sales to ensure that our CX teams are fully prepared to deliver a seamless customer experience before, during, and after every launch. The ideal candidate has experience with training non-sales commercial teams, understands the operational impact of launches, and thrives in a fast-paced, cross-functional environment.
Job Responsibilities
- Design and deliver training programs to support new product, service, or process launches that impact Client Experience teams (e.g., onboarding, customer service, patient support).
- Translate launch plans and marketing strategies into clear, actionable training content for CX representatives across various functions.
- Collaborate with Product Management, Marketing, CX Leadership, Commercialization, Clinical Leadership, Billing and Sales to gather relevant launch information and ensure message alignment across all customer-facing roles.
- Create and maintain training materials such as:
- Interactive guides and job aids
- E-learning modules
- Role-play scenarios and simulations
- Knowledge assessments and certifications
- Own incorporation of all launch updates within the new hire training curriculum across CX teams.
- Provide additional support for new hire training efforts for client experience teams (e.g. CES, BCS, and CSM) as needed.
- Lead virtual training sessions for CX teams across the organization.
- Develop and implement training plans that support client readiness, issue resolution, and exception handling for new offerings.
- Establish feedback loops with CX leaders and team members to continuously optimize training content and delivery.
- Monitor the impact of training through feedback, performance metrics, and key CX KPIs (e.g., client satisfaction, case resolution times).
- Ensure all training content is compliant, client-centered, and aligned with brand and regulatory guidelines.
People Manager
- No
Education, Experience, and Skills
Required:
- Bachelor’s degree in education, communications, healthcare, or a related field.
- 3+ years of experience in commercial training, client experience training, or product launch enablement.
- Experience training customer-facing or client support teams (e.g., client services, implementation, customer success, or patient access).
- Strong project management and organizational skills with a proven ability to manage multiple launches simultaneously.
- Excellent communication and facilitation skills, with comfort leading virtual and live training sessions.
- Proficiency with LMS platforms, e-learning tools, and document-sharing systems (e.g., Seismic, Teams, SharePoint, etc.).
- Ability to translate complex product, process, or system updates into clear, practical training for client-facing teams.
- Experience in healthcare, diagnostics, biotech, or life sciences.
- Deep familiarity with Salesforce, Zendesk, Tableau, or other CX-related systems.
- Certification in instructional design or training (e.g., ATD, CPTD, Train-the-Trainer programs)
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