Manager, Training – Enablement

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

📋 Description

• Take full ownership of the Patient Services training framework from start to finish, encompassing philosophy, curriculum standards, delivery model, and measurable outcomes.

• Develop and oversee the train-the-trainer model across international BPO partners.

• Establish quality assurance and reinforcement mechanisms to ensure training retention and application.

• Create training materials tailored for auditory, visual, and written-word learners, as well as international learner populations.

• Manage training logistics, timelines, ramp curricula, and documentation for client launches and program modifications.

• Construct a surge-response onboarding playbook for swift agent ramp-up.

• Oversee and enhance the training team.

• Collaborate with Workforce Management on training capacity planning and assessment.

• Work in partnership with Clinical and Medical Operations, Clinical Education, Programs, Implementation, and Customer Success.

• Report on training outcomes, including first contact resolution, CSAT, average handle time, and ramp velocity.

• Ensure compliance with HIPAA/PHI and clinical-documentation standards in training content and delivery.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 4 years of experience in training, enablement, or learning and development (L&D).

• At least 2 years of experience in people management, preferably leading a training or enablement function.

• Proven expertise in adult learning principles and instructional design.

• Experience in training international learner populations and designing for various learning styles and cultural contexts.

• Demonstrated ability to design and deliver curriculum for front-line/agent populations, including train-the-trainer models.

• Capability to link training to measurable outcomes and create mechanisms to verify retention post-training.

• Experience in developing launch or go-live readiness processes, including training prerequisites, certification, and sign-off.

• Familiarity with establishing a closed loop between quality assurance and training.

• Experience working in complex, matrixed, or high-variability environments.

• Strong facilitation and communication skills; organized and composed in a fast-paced environment.

• Understanding of HIPAA/PHI handling and clinical-documentation standards.

• Experience collaborating with offshore BPO teams (preferred).

• Background in healthcare, telehealth, or telemedicine (preferred).

• Hands-on experience with a Learning Management System (LMS) such as Litmos and knowledge management tools like Confluence (preferred).

• Familiarity with contact center and EHR systems, including Healthie, Zoho Desk, and Amazon Connect (preferred).

• Experience in establishing training for new client or program launches in a high-growth setting (preferred).

🏝️ Benefits

• Medical, Dental, and Vision plans.

• Flexible Spending/Health Savings Accounts.

• Flexible PTO.

• 401(k) with Company Match.

• Life Insurance.

• Pet insurance.

• A flat organizational structure.

• Encouragement to share ideas and drive change.

• An environment focused on Autonomy, Competence, and Belonging.