MANAGER, CORPORATE TRAINING - CUSTOMER SERVICE

Accountabilities:

• • Lead the design, delivery, and evaluation of leadership development and manager training programs to strengthen leadership effectiveness and organizational performance.
  • Oversee new employee orientation, ensuring a consistent, inclusive, and mission-aligned introduction to organizational culture, values, expectations, and ways of working.
  • Develop and maintain customer service training programs that strengthen employee capabilities, promote consistent service standards, and improve the overall member experience.
  • Partner with subject matter experts, leaders, cross-functional teams, and internal stakeholders to assess learning needs and develop scalable training solutions.
  • Identify employee skill gaps and training priorities, develop recommendations, and translate findings into targeted learning initiatives.
  • Design, implement, and maintain evaluation tools, feedback surveys, dashboards, and reporting mechanisms to measure participation, outcomes, and program effectiveness.
  • Leverage virtual, instructor-led, self-paced, and blended learning approaches to maximize accessibility, engagement, and adult learning effectiveness.
  • Create, maintain, and manage training content, materials, processes, procedures, and tools while ensuring accuracy and alignment with organizational policies, messaging, and competency frameworks.
  • Develop standards and practices that optimize adult learning within a fully virtual work environment.
  • Provide regular updates, insights, and recommendations to executive leadership regarding participation trends, program outcomes, workforce capabilities, and development priorities.
  • Consult with cross-functional project teams, leaders, and stakeholders to inform workforce training strategies and offerings.
  • Recommend and implement innovative enhancements to existing training programs and identify opportunities to increase their value and effectiveness.
  • Manage professional development processes and identify opportunities to reduce costs through internally developed training and strategic use of existing learning resources.
  • Manage training-related budgets, vendors, resources, and program measurement as required.
  • Proactively manage projects, communications, timelines, and stakeholder expectations to ensure learning initiatives are delivered effectively.
  • Stay current with emerging learning, facilitation, instructional design, and workforce development trends.
  • Foster a culture of continuous learning, development, belonging, and organizational impact.
  • Perform other duties and projects as assigned.

  Requirements:

  • Bachelor’s degree in industrial-organizational psychology, instructional design, organizational development, or a related field, combined with at least 5 years of relevant experience; equivalent experience may be considered.
  • Master’s degree is preferred.
  • At least 5 years of leadership experience within learning and development.
  • 5+ years of progressive experience assessing training needs and designing, delivering, and evaluating programs in a virtual learning environment.
  • Strong experience with Epic backend systems, workflows, or experience as an Epic Super User is strongly preferred.
  • Expert knowledge of adult learning theory, instructional design, process improvement, and/or learning design models.
  • Experience with Articulate 360 or Adobe Creative Suite is highly preferred.
  • Proven ability to design and deploy large-scale learning initiatives across multiple organizational levels.
  • Strong proficiency in content development, learning delivery methodologies, talent development, learning technologies, and Microsoft Office tools including Word, Excel, PowerPoint, SharePoint, and Teams.
  • Demonstrated experience with budget ownership, vendor management, and/or measuring the impact of learning and development programs.
  • Strong leadership presence and exceptional communication skills, including the ability to present confidently to C-suite executives and large audiences.
  • Experience facilitating feedback surveys, analyzing results, prioritizing findings, and presenting actionable recommendations.
  • Excellent time management, organization, planning, and prioritization skills.
  • Strong interpersonal skills and the ability to collaborate effectively while maintaining a professional, positive approach.
  • Experience working effectively within diverse, multi-generational workforces.
  • Ability to work independently and efficiently in a home-office environment.
  • Strong English reading, writing, speaking, and comprehension skills.
  • Ability to work on camera during virtual meetings and maintain a distraction-free professional workspace.
  • High-speed internet service suitable for sustained virtual collaboration.
  • Ability and willingness to travel up to approximately 15% when required, including travel by air, vehicle, or train.

  Benefits:

  • Base salary range of $89,836 to $143,737, with final compensation determined by relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.
  • Fully remote work environment.
  • Work-from-home flexibility with the ability to operate from a professional home office.
  • Comprehensive employee benefits package.
  • Opportunities for professional development and career advancement.
  • Meaningful opportunity to shape leadership development, customer service training, and organizational learning programs.
  • Collaboration with senior leaders and cross-functional teams.
  • Opportunity to work on large-scale learning initiatives with organization-wide impact.
  • Supportive environment focused on continuous learning, collaboration, and employee development.
  • Up to approximately 15% business travel as required.