Service Training Supervisor

Good things are happening at Berkshire Hathaway GUARD Insurance Companies. We provide Property & Casualty insurance products and services through a nationwide network of independent agents and brokers. Our companies are all rated A+ “Superior” by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett’s Berkshire Hathaway group – one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be the leading small business insurance provider nationwide.

Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company’s success is grounded in our core values:  accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path!

Benefits:

We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all. You’ll be surprised by all we have to offer!

• Competitive compensation
• Healthcare benefits package that begins on first day of employment
• 401K retirement plan with company match
• Enjoy generous paid time off to support your work-life balance plus 9 ½ paid holidays
• Up to 6 weeks of parental and bonding leave
• Hybrid work schedule (3 days in the office, 2 days from home)
• Longevity awards (every 5 years of employment, receive a generous monetary award to be used toward a vacation)
• Tuition reimbursement after 6 months of employment
• Numerous opportunities for continued training and career advancement
• And much more!

The Service Training Supervisor is responsible for overseeing the development, delivery, and evaluation of training programs for customer service, claims, underwriting, and other operational teams. This role ensures that training initiatives align with organizational goals, regulatory requirements, and industry best practices. The ideal candidate will foster a culture of continuous learning and performance excellence across service departments.

Key Responsibilities

Training Program Management

• Design and implement training programs for service teams including onboarding, soft skills, compliance, and systems training.
• Develop learning pathways and journeys tailored to various roles.

Team Leadership

• Supervise a team of trainers, ensuring consistent delivery and quality of training.
• Maintain dotted-line collaboration with business unit leaders to align training with operational needs.

Performance & Evaluation

• Monitor training effectiveness through performance metrics and feedback loops.
• Partner with quality assurance to ensure training outcomes meet service standards (learning strategy 
• Provide recommendations for improvements in skills and performance through training practices, not limited to only in person training activities.
• Remain current on learning and development trends, practices, and technologies to enhance the learner experience and performance, incorporating relevant updates into the training content.

Content Development

• Design and deliver engaging training using blended learning methods (e.g., instructor-led, e-learning, simulations, job shadowing).
• Oversee the development of training materials, manuals, and modules in collaboration with SMEs.

Stakeholder Engagement

• Collaborate with department heads to identify training needs and adjust programs accordingly.
• Communicate training plans in alignment with job responsibilities and organizational goals.

Required Qualifications

• Bachelor’s degree in Human Resources, Education, Business, or related field or equivalent knowledge and experience.
• 3–5 years of experience in training and development, preferably within the insurance industry.
• Proven leadership experience in managing training teams or programs.
• Strong knowledge of insurance operations and regulatory compliance.
• Excellent communication, facilitation, and project management skills.
• Proficiency in Microsoft Office and learning management systems

Preferred Skills

• Experience with instructional design and adult learning principles.
• Familiarity with customer service and claims workflows.
• Ability to manage cross-functional training initiatives and shared services models.

The successful candidate is expected to work in one of our offices 3 days per week and also be available for travel as required.