Client Services Learning Experience Manager

Extraordinary opportunity. Exceptional experience.

Sometimes in life, you find yourself in the right place, at the right time, looking at an opportunity so extraordinary it cannot be ignored. At Trucordia, our company is built on wildly successful businesses in our communities across the country, and now we’ve come together to create the next great insurance brokerage. We offer an unrivaled combination of people, tools and solutions, and deliver exceptional experiences and opportunities for our employees, clients and stakeholders.

We celebrate both individual successes and collective accomplishments, making sure the industry recognizes the remarkable company we’re building together, as well as the impact we’re having on our clients and communities. Ranked as one of the fastest-growing companies in the U.S. for three consecutive years, we have more than 5,000 team members across 200 offices across the country, who actively, genuinely care about our clients, each other and the quality of our work, and in every interaction, represent a company that people want to work for and do business with.

Trucordia Values

• We actively, genuinely CARE about our clients, each other and the quality of our work, and in every interaction, represent a company that people want to work for and do business with.
• We COLLABORATE continuously because, together, we are more powerful and make amazing things happen for our clients and company.
• We LEAD with intelligence, hunger, curiosity, energy and a future-focused attitude of “what’s next”?
• We are RESULT-ORIENTED, growth-focused and driven to out-perform expectations of what an insurance brokerage can achieve.
• We CELEBRATE both individual successes and collective accomplishments, making sure the industry recognizes the remarkable company we’re building together, as well as the impact we’re having on our clients and communities.

Job Description

As a Client Services Learning Experience Manager, you will lead the learning and development programs for client service teams across platforms. Lead the projects and training implementation of any new system or processes. This role is responsible for partnering with VP of Ops, ensuring alignment and consistency with the ongoing training of Trucordia’s defined client experience, and on the insurance systems they use to do perform their daily duties.

Job Duties:

• Design and implement role-based 30-60-90-day onboarding programs for Client Managers and Client Advocates.
• Partner with platform operations leaders and central teams to assess learning needs and tailor training strategies aligned with company SOPs.
• Own the governance process of the Client Experience SOPs. Ensuring that when a change is made there is collaboration with process owners, and all SOPs are updated, along with training materials and any systems impacted.
• Serve as a subject matter expert on AMS360 and integrated tools, overseeing training delivery for new users and newly integrated offices.
• Provide coaching, guidance, and strategic direction to Client Services Learning Specialists across platforms, fostering collaboration and sharing of best practices, tools, and resources.
• Develop and maintain job aids, workflows, and knowledge checks to support ongoing systems learning.
• Manage and update the Client Experience Hub in MyTrucordia (SharePoint), with useful resources, and links to development information.
• Build strong relationships with platform leaders, SMEs, and project teams to align learning initiatives with business goals.
• Coordinate and communicate training through the company LMS (Trucordia University), tracking and reporting on completion metrics.
• Identify learning gaps through surveys, pulse checks, and feedback loops.
• Deliver engaging learning experiences using a blend of instructor-led, virtual, and eLearning formats.
• Collaborate with the central learning and the adoption and success teams on scalable learning solutions and support ongoing projects that enhance client service team development.

Qualifications

Required Qualifications:

• 2\+ years of experience in the insurance industry (licensed preferred).
• Strong experience with AMS360 and other insurance systems.
• 2\+ years of experience facilitating training for large groups, both in-person and virtually.
• Strong knowledge of adult learning principles and instructional design.
• Proficiency with Microsoft 365 and able to learn new systems quickly.
• Ability to travel up to 30%.

Preferred Qualifications:

• Experience designing onboarding and role-specific training programs.
• Familiarity with LMS platforms and other eLearning authoring tools
• CPLP, CPDT, or APTD certification.
• Bachelor’s degree or equivalent experience in learning, insurance, or a related field.

Additional Information

Please see our company Benefits:

• Medical, Dental, Vision
• Life Insurance and AD\&D
• FSA / HSA
• Accident \& Critical Illness
• Hospital Indemnity
• Pet Insurance
• 11 Paid Holidays
• Flexible PTO
• 401K

Trucordia is an equal opportunity employer. We believe that every employee has the right to work in an environment that is free from all forms of discrimination. It is our policy that all decisions involving any aspect of the employment relationship such as hiring, compensation and training, promotions, transfers, discipline, and termination will be based on merit, qualifications, and abilities. Such decisions will be made without regard to age, ancestry, color, race, national origin, disability, protected medical condition, genetic information, military service, veteran status, citizenship status, religion, creed, sex, gender, gender identity, sexual orientation, pregnancy, childbirth, marital status, or any other condition, characteristic or activity protected by law. Discrimination based on any of these factors is contrary to our operating philosophy. Attention Recruitment Agencies: Trucordia does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered property of Trucordia, and we will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting Trucordia's Talent Acquisition Department.