Manager, Corporate Training – Customer Service

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

📋 Description

• Lead the design, execution, and assessment of Leadership Development and Manager Training Programs.

• Oversee the New Employee Orientation initiative.

• Develop and maintain training programs focused on customer service.

• Collaborate with subject matter experts and internal stakeholders to determine learning needs and create scalable educational solutions.

• Design, implement, and uphold evaluation tools and dashboards to assess program effectiveness and participation rates.

• Utilize virtual, instructor-led, and self-paced blended learning approaches.

• Create and manage training content and materials that align with organizational messaging, policies, and competency frameworks.

• Provide updates and insights to the Executive Leadership Team regarding participation trends, outcomes, and strategic recommendations.

• Cultivate a culture of learning and development that reflects OCHIN’s core values.

• Develop processes, procedures, tools, and training that enhance adult learning in a virtual setting.

• Identify employee skill gaps and training requirements, and present prioritized recommendations.

• Consult with cross-functional project teams, leaders, and stakeholders on workforce training offerings.

• Suggest and implement innovations, modifications, and enhancements to training programs.

• Seek opportunities to enhance the value of training and development programs.

• Minimize professional development costs through in-house or leveraged training solutions.

• Oversee OCHIN’s professional development processes.

• Manage workflows and communications to meet stakeholder needs and deadlines.

• Stay updated on emerging industry facilitation trends.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree and a minimum of 5 years of experience in IO Psychology, Instructional Design, Organizational Development, or a related field.

• At least 5 years of leadership experience in learning and development.

• Over 5 years of experience in assessing training needs and developing, delivering, and evaluating training programs in a virtual learning context.

• Epic Super User experience or strong familiarity with Epic backend and workflows.

• Expert understanding of adult learning theory, process improvement, and/or design models.

• Proven success in designing and launching large-scale initiatives across all organizational levels.

• Strong proficiency in adult learning theory, content design and delivery methodologies, talent development, learning technologies, Microsoft Office Suite, SharePoint, and Teams.

• Demonstrated experience in budget management, vendor relations, and measuring program impact.

• Leadership experience and/or outstanding communication skills with C-Suite executives.

• Experience in facilitating and presenting to C-Suite and large audiences.

• Working knowledge of feedback surveys, result analysis, prioritization, and presenting recommendations.

• Highly organized with excellent time management, planning, and prioritization skills.

• Strong interpersonal skills to work effectively in a team-oriented environment.

• Proficient in reading, speaking, writing, and understanding English.

• Ability to work independently and efficiently from a home office.

• Requirement of high-speed internet service.

• Must have a distraction-free workplace.

• Must be legally authorized to work in the United States on a permanent basis.

• This position is not eligible for employment visa sponsorship now or in the future.

• Employees must be vaccinated against COVID-19 or have an approved medical or religious exemption.

• A Master’s degree is preferred.

• Experience with Articulate 360 or Adobe Suites is highly preferred.

🏝️ Benefits

• Generous compensation package.

• Healthy work-life balance.

• Opportunities for professional advancement.

• Professional development opportunities.

• 100% remote work / work-from-home arrangement.

• Requirement of high-speed internet service for home office.

• COVID-19 vaccination or approved medical/religious exemption is a condition of employment.

• Up to 15% travel may be necessary to support business requirements.