Commercial Trainer, Client Experience Launch Specialist

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com. 

Summary  

We are seeking a strategic and collaborative Commercial Trainer to lead training and readiness efforts related to new product and service launches that directly impact our Client Experience (CX) teams. These teams are on the front lines of client interaction—supporting onboarding, troubleshooting, provider and patient access, and day-to-day service for our healthcare and diagnostic solutions. 

In this role, you will work cross-functionally with Marketing, Product, Billing, Clinical teams, Client Services, Client Success Managers and Sales to ensure that our CX teams are fully prepared to deliver a seamless customer experience before, during, and after every launch. The ideal candidate has experience with training non-sales commercial teams, understands the operational impact of launches, and thrives in a fast-paced, cross-functional environment. 

 Job Responsibilities  

• Design and deliver training programs to support new product, service, or process launches that impact Client Experience teams (e.g., onboarding, customer service, patient support). 

• Translate launch plans and marketing strategies into clear, actionable training content for CX representatives across various functions. 

• Collaborate with Product Management, Marketing, CX Leadership, Commercialization, Clinical Leadership, Billing and Sales to gather relevant launch information and ensure message alignment across all customer-facing roles. 

• Create and maintain training materials such as: 

• Interactive guides and job aids 

• E-learning modules 

• Role-play scenarios and simulations 

• Knowledge assessments and certifications 

• Own incorporation of all launch updates within the new hire training curriculum across CX teams.  

• Provide additional support for new hire training efforts for client experience teams (e.g. CES, BCS, and CSM) as needed.  

• Lead virtual training sessions for CX teams across the organization. 

• Develop and implement training plans that support client readiness, issue resolution, and exception handling for new offerings. 

• Establish feedback loops with CX leaders and team members to continuously optimize training content and delivery. 

• Monitor the impact of training through feedback, performance metrics, and key CX KPIs (e.g., client satisfaction, case resolution times). 

• Ensure all training content is compliant, client-centered, and aligned with brand and regulatory guidelines. 

 
People Manager 

• No 

Education, Experience, and Skills 

Required: 

• Bachelor’s degree in education, communications, healthcare, or a related field. 

• 3+ years of experience in commercial training, client experience training, or product launch enablement. 

• Experience training customer-facing or client support teams (e.g., client services, implementation, customer success, or patient access). 

• Strong project management and organizational skills with a proven ability to manage multiple launches simultaneously. 

• Excellent communication and facilitation skills, with comfort leading virtual and live training sessions. 

• Proficiency with LMS platforms, e-learning tools, and document-sharing systems (e.g., Seismic, Teams, SharePoint, etc.). 

• Ability to translate complex product, process, or system updates into clear, practical training for client-facing teams. 

• Experience in healthcare, diagnostics, biotech, or life sciences. 

• Deep familiarity with Salesforce, Zendesk, Tableau, or other CX-related systems. 

• Certification in instructional design or training (e.g., ATD, CPTD, Train-the-Trainer programs)

#LI-REMOTE

Pay Transparency, Budgeted Range$125,000—$145,000 USD

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Science - Minded, Patient - Focused. 

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

Experts in what matters most. 

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.

SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.

From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:

TECHNICAL EXPERTISE

• High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
• Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.

CLINICAL EXPERTISE

• Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
• Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
• Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.

Learn more About Us here.

Our Culture

At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:  

• Be bold in our vision & brave in our execution. 
• Communicate directly, with empathy. 
• Do what we say we're going to do.  
• Be adaptable to change.  
• Operate with a bias for action.    

Benefits include:

• Paid Time Off (PTO)
• Health, Dental, Vision and Life insurance
• 401k Retirement Savings Plan
• Employee Discounts
• Voluntary benefits

GeneDx is an Equal Opportunity Employer.

All privacy policy information can be found here.