Mars Petcare Career Pathways

Job Information

VCA Animal Hospitals Learning & Development Manager, Client Experience in Los Angeles, California

The Learning & Development Manager is responsible for execution, development, maintenance, and overall success of training programs focused on clinical communication skills and Client Experience. The L&D Manager will oversee the roll-out and success of VCA’s Clinical Communications training program, including train-the-trainer certifications and workshop coordination. Reporting to the VP, Knowledge & Capability, the L&D Program Manager will work with stakeholders across the organization to identify continuous training needs and learning opportunities that supports client loyalty and retention and improve overall client and hospital communication. This role requires strong communication, facilitation, program management, and training development skills and is responsible for managing and deploying live in-person, virtual, and online training. This position partners closely with senior leaders across the organization to assess and deliver training needs in support of VCA’s goals and priorities.

Essential Responsibility/Tasks:

  • Collaborates with the various stakeholders and teams to develop and execute learning and development strategies in support of VCA’s Clinical Communications training program launch. Oversee all operational aspects of program delivery. This includes supporting Field trainers, coordinating workshops, and ensuring data and reporting accuracy in the VCA’s Learning Management System.

  • Manages train-the-trainer sessions and maintains the certification process of Field Trainers for VCA’s Clinical Communications training program. Trains and coaches Field Trainers to deliver consistent and quality in-person and virtual training experiences.

  • Training Development and Instructional Design: Collaborate with subject matter experts to design, create, improve, and maintain engaging and effective learning materials that includes e-learning/online training and virtual and live-in person training using various online training authoring tools.

  • Maintains online content library of learning resources in support of Clinical Communications and Client Experience. Makes necessary updates to learning resources and ensures content is always up-to-date and meets quality standards. Curate internal and external learning resources to add to content library and Playlists, and update and create new learning resources as needed.

  • Data Analysis & Reporting: Gather and analyze learning records and data related to Clinical Communications and Client Experience training solutions. Use this information to assess the impact of the programs and make data-driven decisions. Provide regular progress reports to stakeholders, including senior leaders and executives. These reports should highlight the effectiveness of the various training programs and activities and any areas for improvement.

  • Business Partnering: Partners and consults with VCA leaders to assess hospital and regional Client Experience and communication training needs, deploy nationwide training solutions, and recommend training resources and tools.

  • Facilitates highly engaging and interactive virtual and live in-person training sessions, and workshops across VCA. Collects and analyzes feedback from training for improvements and shares insights and recommendations with senior leaders.

  • Maintains and completes assigned projects on time and within budget. Responsible for appropriate stakeholder management and change management throughout the execution of the assigned project.

Education & Experience:

  • Bachelor’s degree in Business Administration, Human Resources, or Training/Education or related field, or equivalent

  • A degree in instructional design, education, or a related field

  • Minimum of 3 years of proven experience in training, facilitation, project/program management

  • Minimum of 3 years of creating training content using Articulate Storyline and Rise Authoring Tools.

  • Veterinary Industry or related healthcare field

  • Advanced in Microsoft Office

*All degrees will be deemed “or equivalent combination of education and experience” unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).

Preferred Skills & Qualifications:

  • Strong analytical, verbal, written and interpersonal communication skills

  • Strong skills in planning, resourcing, and monitoring effective delivery of training programs

  • Demonstrates strong project and program management skills

  • Strong facilitation and communication skills that include the ability to deliver programs in ways that are interactive and exciting, engaging, and that have a positive impact on overall learner engagement

  • Excellent time management and organizational skills

  • Solid knowledge of training, instructional design, and facilitation techniques

Core Competencies:

  • Communicates Effectively

  • Builds Network

  • Client-Focused

  • Action Oriented

  • Planning & Priority Setting

  • Resourcefulness

  • Talent Development

  • Collaborates

  • Self-Awareness

  • Self-Development

  • Decision Quality

  • Problem Solving

  • Situational Adaptability

  • Dealing with Ambiguity

  • Fostering Effective Relationships

  • Creativity

Additional Information

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at