Manager, Training & Enablement

About the Opportunity
The organization is seeking a full-time Manager, Training & Enablement based in the United States. This role oversees the training philosophy, framework, and measurable outcomes for Patient Services, supporting care delivery across diverse client programs through an internal and international partner workforce. Serving in a foundational build capacity, the Manager will establish adult-learning frameworks, manage train-the-trainer programs, and implement reinforcement systems to ensure training is consistent, scalable, and tied to operational performance metrics.
Key Responsibilities
Own the Patient Services training framework end-to-end, including philosophy, curriculum standards, delivery models, and measured outcomes for internal and business process outsourcing (BPO) agents.
Design and direct the train-the-trainer model across international BPO partners, establishing standards, materials, certification, and verification across phone, asynchronous queue, and other communication channels.
Build quality and reinforcement mechanisms to verify information retention and ensure agents actively apply learning in practice.
Design instructional content adapted to auditory, visual, and written-word learning styles across international learner populations.
Manage training logistics and timelines, including ramp curricula for new client launches, program updates, and documentation for client-specific workflows.
Develop a repeatable surge-response playbook to rapidly onboard and ramp agent cohorts during high-volume periods.
Manage and develop the training team, setting frameworks, standards, and quality expectations while partnering with the existing Training Specialist.
Partner with Workforce Management to translate staffing forecasts and ramp demand into training capacity planning, measuring the performance impact of training initiatives.
Collaborate cross-functionally with Clinical and Medical Operations, Clinical Education, Programs, Implementation, and Customer Success to verify curriculum accuracy, scope, and operational alignment.
Track and report on training outcomes—including first contact resolution, CSAT, average handle time, and ramp velocity—and recommend iterative improvements based on operational data.
Ensure strict adherence to HIPAA, protected health information (PHI) handling, and clinical documentation standards across all training materials and delivery.
Perform other duties as assigned.
Required Qualifications
4+ years of experience in training, enablement, or learning and development (L&D).
2+ years of people management experience.
Demonstrated expertise in adult learning and instructional design methodologies.
Experience training international learner populations and designing for diverse learning styles and cultural contexts.
Proven track record of curriculum design and delivery for front-line or agent populations, including train-the-trainer models.
Demonstrated ability to connect training initiatives to measurable outcomes (such as first contact resolution, handle time, quality scores, and time-to-productivity) and implement post-training retention verification mechanisms.
Experience establishing launch or go-live readiness frameworks, including prerequisites, certification, and sign-off protocols prior to client or program launch.
Experience creating closed-loop feedback systems between quality assurance and training, utilizing defect and review data to guide curriculum and coaching.
Experience operating in complex, matrixed, or high-variability environments with frequently changing workflows and requirements.
Strong communication and facilitation skills, with an organized approach in fast-changing environments.
Working knowledge of HIPAA, PHI handling, and clinical documentation requirements.
Preferred Qualifications
Experience leading a training or enablement function.
Experience working with offshore BPO teams.
Professional background in healthcare, telehealth, or telemedicine.
Hands-on experience with learning management systems (Litmos preferred) and knowledge-base tools (such as Confluence).
Familiarity with contact-center and electronic health record (EHR) systems (such as Healthie, Zoho Desk, or Amazon Connect).
Experience standing up training programs for new client or program launches in a high-growth environment.
Benefits
Health coverage, including medical, dental, and vision insurance
Flexible spending accounts (FSA) and health savings accounts (HSA)
Paid time off
401(k) plan with company match
Life insurance

Work arrangement
No