Customer Operations Learning Specialist

About GAINSCO

Founded in 1978, GAINSCO offers property and casualty insurance with an emphasis on non-standard personal auto policies. It serves drivers nationwide by providing minimum-limits personal auto coverage, making insurance more accessible to a broader market. In 2020 GAINSCO, Inc. and its subsidiaries were acquired, making a significant milestone that strengthened GAINSCO’s ability to grow and expand its reach in the personal auto industry market while continuing to build on its decades of specialized expertise.

Join a team that is dedicated to supporting your professional growth and long-term success.

Who We Are

At GAINSCO, we are a team driven by passion, creativity, and a commitment to excellence. We celebrate achievements, encourage innovative thinking, and recognize the unique strengths each person brings. Our people truly set us apart. If you’re seeking a company where your contributions are valued, your efforts have a visible impact, and your dedication is recognized, take the next step in your career with us.

GAINSCO is seeking a Customer Operations Learning Specialist to prepare new Customer Service employees for success and help experienced employees strengthen their skills and performance. In this role, you will lead onboarding and continuing education programs, create modern learning content, coach employees, and evaluate learner readiness. You will partner with Customer Service leaders and Quality Assurance to identify skill gaps and deliver targeted learning solutions that support employee development and operational performance.

What does a Customer Operations Learning Specialist do?

• Develop and deliver engaging onboarding, continuing education, and employee development programs through in-person, virtual, and online formats.
• Create and maintain curricula, job aids, how-to guides, facilitator materials, learner resources, and instructional videos.
• Assess learner knowledge and proficiency, provide coaching and reinforcement, and help determine readiness for production.
• Partner with Customer Service leaders and Quality Assurance to identify performance gaps and implement targeted learning solutions.
• Use learner feedback, training observations, attendance trends, and performance data to measure effectiveness and improve training.
• Become a subject matter expert on GAINSCO products, systems, call center practices, Customer Service processes, and state and product guidelines.

What is required?

Education:

Experience:

• 5 or more years of experience in training, learning and development, or a similar role is required.
• Experience developing learning programs, curricula, and educational materials is required.
• Experience creating and delivering instructor-led, virtual, and online learning solutions is required.
• Experience evaluating learner performance and providing coaching, feedback, or targeted development support is required.
• Call center experience is a plus.
• Property and Casualty insurance experience is a plus.
• Experience creating written and video-based training content is preferred.
• Experience with Learning Management Systems and instructional design software is preferred.

Other skills and abilities:

• Strong facilitation, coaching, and presentation skills, with the ability to engage learners across multiple delivery formats.
• Experience creating clear, practical learning content for employees with varying levels of knowledge and experience.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to evaluate learner performance, provide constructive feedback, and identify targeted development solutions.
• Strong organization and time-management skills, with the ability to manage multiple priorities in a changing environment.
• Analytical mindset with the ability to use training data, learner feedback, and performance trends to improve learning outcomes.
• Ability to collaborate effectively with leaders, Quality Assurance, subject matter experts, and business partners.
• Self-directed and accountable, with the ability to independently manage assigned learning programs and maintain current training content.

Schedule and Training Expectations

• This is a hybrid role with two in-office days per week when training is not in session.
• During training classes, work hours and onsite requirements may change based on the class schedule.
• The anticipated six-week class schedule is 10:00 a.m.
  
  -6:30 p.m.
• Weeks 1-3 fully in office.
• Weeks 4-6 following a hybrid schedule.
• Candidates must be able to adjust their schedule and onsite…