Manager, Training & Enablement

Build the quality and reinforcement layer that doesn't exist today: the mechanisms that verify training actually stuck and that agents are applying what they learned, not just completing it.

Design training for how people actually learn — differentiating across auditory, visual, and written-word learners, and across international learner populations.

Own training logistics and timelines: ramp curricula for new client launches and program changes, and the documentation agents need on client-specific flows and nuances as new clients come online continuously.

Build the surge-response playbook — when a client's volume rips and dozens of agents need onboarding on short notice, you own the repeatable mechanism that gets them productive fast, not a one-off scramble.

Manage and develop the training team, partnering with the existing Training Specialist as the resident subject-matter expert and facilitator while you set the framework, standards, and quality bar.

Partner with Workforce Management so staffing signals and ramp demand translate into training capacity planning — and measure whether the training moved the metric.

Collaborate cross-functionally with Clinical and Medical Operations, Clinical Education, Programs, Implementation, and Customer Success to ensure training content is accurate, in-scope, and aligned to how flows are actually built.

Report on training outcomes — first contact resolution, CSAT, average handle time, and ramp velocity — and recommend improvements based on what the data shows.

Safeguard HIPAA/PHI and clinical-documentation standards in all training content and delivery.

Other duties as assigned.

Who You Are

You're an educator by trade who builds the system, not the session — you'd rather design the framework, the launch process, and the feedback loops than personally run the class. You've built training that changed a performance metric and can prove it. You know how to raise the bar on a function without steamrolling the person who's been holding it together.

Required Qualifications

4+ years in training, enablement, or L&D.

2+ years of people management experience, ideally leading a training or enablement function.

Demonstrated adult-learning and instructional-design expertise — you can speak to methodology, not just materials.

Experience training international learner populations and designing for different learning styles and cultural contexts.

Proven curriculum design and delivery for front-line/agent populations, including train-the-trainer models.

Ability to tie training to measurable outcomes (first contact resolution, handle time, quality scores, time-to-productivity) and to build the mechanisms that verify retention post-training.

Experience building launch or go-live readiness processes — defining training prerequisites, certification, and sign-off before a new client or program goes live.

Experience building a closed loop between quality assurance and training — using defect and review data to drive curriculum and coaching, and measuring whether it worked.

Experience operating in complex, matrixed, or high-variability environments where flows and requirements change frequently.

Strong facilitator and communicator; organized and calm in a fast-changing environment.

Understands HIPAA/PHI handling and the clinical-documentation bar.

Preferred Qualifications

Experience working with offshore BPO teams.

Healthcare, telehealth, or telemedicine background.

Hands-on with an LMS (Litmos preferred) and knowledge-base tooling (Confluence).

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

Experience standing up training for new client or program launches in a high-growth environment.