Role Description As the Operations Training Manager, you will design, implement, and manage identified training needs. These needs are inclusive of program policies, procedures, work instructions, new hire training, and CRM use. You will devise the program training strategy, oversee its implementation, and assess outcomes. This role will also identify training and developmental needs and drive suitable training initiatives that enable a high-performance culture. This is a remote role but will require in-office time for training and client meetings. Duties and Responsibilities - Oversee, design, & deliver Operations learning and development programs and offerings, including but not limited to: - New-to-Program Orientation - Onboarding - Emerging Leader - Leadership Development - Mentorship - Development of high-potentials - Training support for change initiatives - Create all curriculum to facilitate strategic training based on Operational goals. - Optimize training processes for efficiency. - Manage end-to-end training delivery using training resources effectively. - Keep abreast of training trends, developments, and best practices. - Manage technologies required to develop, manage, and deliver training. - Select and manage resources, including working with both internal Operations employees and external training department team members. - Delegation: - Delegates work assignments. - Matches the responsibility to the person. - Gives authority to work independently. - Sets expectations and monitors delegated activities. - Provides recognition for results. - Design: - Generates creative solutions. - Translates concepts and information into images. - Uses feedback to modify designs. - Applies design principles. - Demonstrates attention to detail. - Initiative: - Volunteers readily. - Undertakes self-development activities. - Seeks increased responsibilities. - Takes independent actions and calculated risks. - Looks for and takes advantage of opportunities. - Asks for and offers help when needed. - Innovation: - Displays original thinking and creativity. - Meets challenges with resourcefulness. - Develops innovative approaches and ideas. - Presents ideas and information in a manner that gets others’ attention. - Interpersonal Skills: - Focuses on solving conflict, not blaming. - Maintains confidentiality. - Listens without interruption. - Keeps emotions under control. - Remains open to others’ ideas and tries new things. - Leadership: - Exhibits confidence in self and others. - Inspires and motivates others to perform well. - Effectively influences actions and opinions of others. - Accepts feedback from others. - Gives appropriate recognition to others. - Managing People: - Includes staff in planning, decision-making, facilitating, and process improvement. - Takes responsibility for subordinates' activities. - Makes self-available to staff. - Provides regular performance feedback. - Develops subordinates' skills and encourages growth. - Solicits and applies customer feedback (internal and external). - Fosters Quality focus in others. - Improves processes, products, and services. - Continually works to improve supervisory skills. - Motivation: - Sets and achieves challenging goals. - Demonstrates persistence and overcomes obstacles. - Measures self against standard of excellence. - Takes calculated risks to accomplish goals. - Judgement: - Displays willingness to make decisions. - Exhibits sound and accurate judgment. - Supports and explains reasoning for decisions. - Includes appropriate people in decision-making process. - Makes timely decisions. - Oral Communication: - Speaks clearly and persuasively in positive or negative situations. - Listens and gets clarification. - Responds well to questions. - Demonstrates group presentation skills. - Participates in meetings. - Problem Solving: - Identifies and resolves problems in a timely manner. - Gathers and analyzes information skillfully. - Develops alternative solutions. - Works well in group problem-solving situations. - Uses reason even when dealing with emotional topics. - Organizational Support: - Follows policies and procedures. - Completes administrative tasks correctly and on time. - Supports organization's goals and values. - Benefits organization through outside activities. - Supports affirmative action and respects diversity. - Planning/Organizing: - Prioritizes and plans work activities. - Uses time efficiently. - Plans for additional resources. - Sets goals and objectives. - Organizes or schedules other people and their tasks. - Develops realistic action plans. - Quality Management: - Looks for ways to improve and promote Quality. - Demonstrates accuracy and thoroughness. - Strategic Thinking: - Develops strategies to achieve organizational goals. - Understands organization's strengths & weaknesses. - Analyzes market and competition. - Identifies external threats and opportunities. - Adapts strategy to changing conditions. - Reporting: - Utilizes SalesForce reporting, or provided reports, to understand gaps within the operation, and applies these to key training initiatives. Qualifications - 5+ years of direct learning and development or organizational development experience. - 4+ years of direct supervision of a team with substantial coaching and mentoring experience. - Exceptional written and oral communication skills. - Proven track record in designing and executing successful training programs. - Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations, etc.). - Excellent team building, organization, and leadership skills. - Experience with Learning Management Systems (LMS). - Ability to plan, multi-task and manage time effectively. - Proficient in Microsoft Office 365. - Extensive knowledge of and practical experience with the application of adult learning theory, instructional methodologies, technology-enabled design, and learning methods. - May require some travel. - Flexible and open to change. Preferred Qualifications - Experience in healthcare industry. - Experience with Major Medical & Pharmacy Benefit Coverage. - Professional qualification in Learning and Development. Physical Demands and Work Environment - Occasionally required to stand. - Occasionally required to walk. - Continually required to sit. - Continually required to utilize hand and finger dexterity. - Occasionally required to climb, balance. - Occasionally required to bend, stoop, kneel or crawl. - Continually required to talk or hear. - May require some travel. - While performing the duties of this job, the noise level in the work environment is usually moderate. - Specific vision abilities required by this job include depth perception and ability to adjust focus. - Standard office lighting and white noise. Benefits - Medical, dental, vision, life, & short-term disability insurance. - Teledoc services for those enrolled in medical insurance. - Supportive, progressive, fast-paced environment. - Competitive pay structure. - Matching 401(k) with immediate vesting. - Legal insurance. - Preloaded PTO: 100 hours (12.5 days) PTO upon employment, increasing to 140 hours (17.5 days) upon anniversary. - Tenure vacation bonus: $1,000 upon 3-year anniversary and $2,500 upon 5-year anniversary. - Flexible culture with opportunities for hybrid work after 120 days post-training. - Career growth opportunities through the Advance Gold program. - Collaborative environment with a referral bonus of $750 for successful hires.