Director, Training and Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and manage the complete user onboarding journey for new Arcadia customers, from initial platform introduction to ongoing adoption achievements.

• Create role-specific training materials tailored for various user groups: clinical staff, care managers, payer analysts, health system administrators, and executive stakeholders.

• Collaborate with Implementation and Customer Success teams to synchronize training delivery with launch timelines and post-launch success indicators.

• Develop and oversee Arcadia’s certification programs, including the Arcadia Certified Professional pathway, enhancing credentialing for both customer and internal audiences.

• Organize training sessions at customer-focused events, including Arcadia’s annual Aggregate conference.

• Lead the creation of a scalable library of asynchronous learning resources: video tutorials, interactive guides, knowledge base articles, and role-specific learning paths.

• Manage the Learning Management System strategy and administration — optimizing the platform, structuring content, enhancing learner experience, and reporting on engagement and completion metrics.

• Implement instructional design best practices to convert complex healthcare data workflows into clear, effective learning content.

• Establish version control and content lifecycle governance to ensure materials remain up-to-date amid rapid product changes.

• Act as the training and enablement lead integrated into the product release cycle, participating in roadmap discussions and readiness evaluations from Limited Availability to General Availability.

• Coordinate end-user verification and validation testing and create feature enablement content released in conjunction with or ahead of customer launches.

• Acquire in-depth, hands-on functional expertise of the Arcadia platform, covering data ingestion, population health analytics, quality reporting, and Arcadia Vista.

• Stay informed on the value-based care landscape — including CMS programs (MSSP, ACO REACH, LEAD, ACCESS, Medicare Advantage), quality reporting initiatives, and payer/provider dynamics — ensuring training content reflects genuine customer scenarios.

• Exhibit a credible understanding of customer clinical and operational processes, including how users interact with EHRs, care management tools, and other third-party systems alongside Arcadia.

• Conduct user research and workflow observation to continually anchor training design in real-world settings and gather product feedback.

• Create and deliver internal enablement programs that keep Arcadia’s customer-facing teams updated on platform features, new products, and the evolving value-based care landscape.

• Develop onboarding initiatives for new hires in Customer Success, Implementation, and other operational roles, applying the Arcadia Certified Professional designation to ensure quick productivity.

• Support ongoing education throughout the broader operations organization.

• Recruit, develop, and lead a small team of instructional designers and/or training specialists (1–3 direct reports, with potential for growth).

• Define and monitor KPIs related to training engagement, completion rates, certification achievements, and their correlation to customer adoption and retention.

• Create scalable operational procedures for training content development, review, approval, and retirement.

⛳️ Requirements

• 10+ years of experience in training, customer education, or enablement roles, with a minimum of 5 years in enterprise health IT or SaaS healthcare platforms.

• Proven dual experience in both internal team enablement (onboarding and ongoing education for large Customer Success or operations teams) and external customer training programs.

• Depth in Health IT platforms: direct experience with clinical or analytics software in the payer or provider sector (e.g., EHR platforms, population health tools, care management systems, analytics platforms).

• Fluency in value-based care: practical knowledge of VBC models, CMS quality programs, MSSP/ACO frameworks, and the clinical and financial workflows that influence customer use cases at Arcadia.

• Expertise in instructional design: proven capability to create asynchronous learning content using contemporary authoring tools (such as Articulate, Camtasia, or similar) and manage LMS platforms at scale.

• Experience in release management: familiarity with Limited Availability-to-General Availability readiness processes, end-user verification and validation testing, and coordinating training delivery alongside product launches.

• Operational discipline: a history of establishing and maintaining programs with rigor — governance, KPIs, process documentation, and continual improvement.

• Player-coach leadership: adept at setting strategy and personally executing while mentoring and developing a small team.

• Versatile communication skills: capable of tailoring content and messages for clinical, analytical, operational, and executive audiences.

🏝️ Benefits

• Opportunity to influence impactful training programs within a rapidly changing healthcare environment.

• Collaboration with cross-functional teams in a mission-driven organization revolutionizing healthcare.

• Be part of a company dedicated to transforming the healthcare industry by changing how patients receive care.

• A flexible, remote-friendly workplace that values personality and heart.

• Employee-driven programs and initiatives for personal and professional growth.

• Join a talented, energized, diverse, and purpose-driven Arcadian Community.