Director of Learning & Development, Customer Care

About Sequel

Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management.

Job Overview

Sequel Med Tech is seeking a dynamic and experienced Director of Learning & Development to join Sequel’s Learning and Development team directly working with and supporting the Customer Care teams. Sequel’s Customer Care teams are the heartbeat of the organization, serving customers 24/7 across the customer journey. Reporting directly to the Executive Director of L&D, the successful candidate will play a crucial role in the design, development and execution plan for the curriculum, instructional design matrix and leading the training and development of the customer care teams.

This role requires strong stakeholder management and leading through influence with the Customer Care Leaders while building a strong foundation as a trusted business partner.

The ideal candidate will have medical device, contact center and/or remote training experience and curriculum development experience. The Director of Learning and Development will lead, mentor and train a team of Customer Care Learning and Development members, while also facilitating impactful training with the Customer Care team, motivating and inspiring them to provide excellent customer service. The position has strong collaboration and coordination within Learning and Development, and is a centralized cross functional team made up of members representing Sales, Medical, Clinical, Product and Customer Care.

• Develop and execute a comprehensive learning and development strategy aligned with organizational goals.
• Serve as a trusted advisor to Customer Care Senior Leadership on talent development and capability building.
• Lead and mentor a team of L&D professionals, ensuring high performance, collaboration and fostering a culture of continuous improvement through analyzing and identifying training needs.
• Incorporate modern learning methodologies, including e-learning, blended learning, and experiential programs.
• Collaborate with cross functional team for the development and implementation of new/improved process training.
• Establish methodology and evaluation metrics for training effectiveness.
• Develop, coach and mentor Customer Care L&D team members.
• Develop a strategy for assignment of work, delivery and facilitation of training through collaboration and working closely with the business leaders to identify business requirements and needs.
• Collaborate with customer care leaders to identify learning opportunities and design and develop education and learning programs focused on continuous improvement with the customer experience.
• Train, lead and inspire the team to provide best in class customer care support.
• Career Pathing Support:
  Collaborate and partner with Customer care leaders to facilitate career development.
• Record Keeping:
  Maintain records of training activities and evaluate their impact.

• BS or BA in a discipline related to life sciences preferred.
• 10+ years related experience within the medical device manufacturer/pharmaceutical learning and development industry.
• 3+ years of management experience leading a team.

• Experience providing remote training, learning and education.
• Previous experience working in a high volume omnichannel contact center providing direct service and support of a medical device.
• Working knowledge/proficiency in content creation platforms.
• Applicants should possess the capability to comprehend the medical, clinical, and technical facets related to diabetes management and drug delivery products.
• Innovative, creative and detail oriented with strong interpersonal communication (oral and written) presentation, facilitation and…