Director of Training

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Banfield Pet Hospital
Technical Training, Training Development, Instructional Design, WalkMe
Full Time
Work from home available Travel required to 10%.

Job Description

Director of Training (Hospital Healthcare Technical Training/Trainer

Location: Los Angeles, CA (remote until further notice)

 Purpose of Job:

  • The Training Director is responsible defining and executing the training strategy for Mars Veterinary Health’s practice management system. 
  • Training Director will hire and manage a core training team responsible for training hospital teams on the features and functions developed in the practice management software.  
  • The Training Director will also work with MVH banners’ local trainers and provide “train the trainer” training to local training teams. In short, the Training Director is responsible for the successful training of hospital staff who convert to using as their practice management system.


  • Define training strategy that will be implemented to train veterinary employees (both remotely via webinars and on-site in person). 
  • Formulate a staffing plan and hire and train associates as members of a core Training team that includes Field Trainers who travel to hospitals as well as digital content developers for just-in-time training available in the platform.
  • Manage the end-to-end Hospital PMS onboarding process.
  • Coordinate all onsite training requirements for implementations – Core field trainers sent to hospitals as well as local resources in the banners.
  • Manage the logistics of hospital assignments for the training team, including travel, duties when not traveling, et. al.


  • Support hospital manager in meeting key timeline milestones during conversion process.  
  • Assess needs of hospitals converting to new system.
  • Configure hospital environment to ‘go live’.  
  • Monitor hospital users’ experience post installation.  
  • Schedule follow-up training, as needed.
  • Data attribute mapping and data integrity validation for converting hospitals.  
  • Facilitate phone surveys of hospitals to collect software feedback from pilot hospitals.  
  • Serve as advocates for hospitals when working with Service Desk and development teams. 
  • Provide feedback to development team on ways to improve the software on an ongoing basis. 
  • Participation in User Acceptance Testing during software update development phases.
  • Participation in Smoke Testing during software update deployments.
  • Work with the data conversion team to continuously improve the process.
  • Provide Service Desk Level 2 software support, gathering information on issues and defects reported by hospitals and either resolving them or escalating to Level 3 (Development).
  • Travel onsite to hospitals periodically to assist in training associates.
  • Travel to represent the department at regional meetings when needed.
  • Work as a liaison for the field trainers when issues arise during conversions.


  • Strong knowledge of adult learning principles, instructional design.
  • Experience with digital training tools (e.g., WalkMe, MyGuide). 
  • Prefer Multi-lingual individual.
  • Bachelor’s degree preferred.


  • Minimum of 5-7 years of relevant experience in delivering and developing training in a corporate environment OR minimum of 5-7 years of animal hospital experience.


  • Willingness to travel across the globe periodically is a must, particularly if the candidate is unfamiliar with the veterinary industry or with the banners within Mars Veterinary Health.


Company Information

Founded in Portland, OR, in 1955, Banfield is the largest veterinary practice in the world and an innovative leader in the industry. In 2007, Banfield joined the Mars, Inc. family of businesses, and today we are 1,000 hospitals strong with over 16,000 associates working toward one goal—to give pets the highest quality veterinary care in neighborhoods across the United States and Puerto Rico.

Banfield is a community of people characterized by diversity of thought, background, preferences and approach, and banded together by our commitment to our purpose: A BETTER WORLD FOR PETS. Our pledge, achieved through the health and well-being of our associates, is to create an inclusive environment where all associates can be themselves, so that we can find value in our differences.

Our Purpose

At Banfield, we are defining the future of pet health and wellness. It’s about helping make better lives for pets, while extending the careers of the people who care for them. And it’s a movement we are proud to be part of.

Our Culture

We offer a team-oriented environment where you are valued and your opinions matter. As the world's largest veterinary practice, we have the potential to make a greater positive impact than any other practice. We can only get there with associates fully committed to moving the pet health care industry forward.

Our Principles

Banfield, like our parent company, Mars Incorporated, shares special values called The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. We are looking for associates who understand that our principles are the foundation of our culture and approach to business.

Dice Id : RTX15baf9
Position Id : BAN001SG
Originally Posted : 2 months ago