Operations Training Specialist, Contact Center

About the Role

As an Operations Training Specialist on our Enablement team, you will own the full training lifecycle for Sidecar Health's operations teams — from building programs to running them to keeping them current and effective over time. This is a hands-on role in every sense: you design the content, facilitate the sessions, manage the logistics, and follow through on outcomes from a new hire's first day through the point they are ready to perform independently on the floor.

Your primary focus will be supporting Member Care operations, with the scope and flexibility to contribute to additional operations teams as the business grows. You will work closely with stakeholders across Member Care, Claims, Clinical, and Provider Ops, and you will be an active contributor to a broader enablement function that spans training program management, knowledge management, and ongoing learning and development.

Your contributions will directly shape the readiness and confidence of our operations teams, equipping them with the tools, knowledge, and skills needed to deliver an outstanding member experience.

What You'll Do

• Own the end-to-end new hire onboarding experience for assigned operations teams — program design, content creation, classroom delivery, nesting coordination, job shadowing, and floor readiness evaluation
• Design and facilitate ongoing refresher, upskilling, and process change training as business needs evolve
• Build and maintain all training materials for assigned teams — e-learning modules, facilitator guides, presentations, knowledge checks, role-play scenarios, and assessments
• Own operations-specific knowledge content within the knowledge management system, ensuring accuracy and alignment with current policies, workflows, and product changes
• Assess the training and knowledge impact of operational and product changes as they come through, and proactively develop or update materials to support those changes
• Manage all program logistics independently: LMS administration, scheduling, roster management, Zoom coordination, and SME preparation and briefing
• Coordinate SME and supervisor involvement in training programs — providing clear direction and session context so their contributions are set up for impact
• Evaluate training effectiveness through assessment data, QA results, nesting observations, and supervisor feedback — and act on gaps proactively
• Develop and maintain coverage plans and program documentation so training continuity is never dependent on a single person's availability
• Collaborate with the broader Enablement team on knowledge management, L&D initiatives, and operational content projects
• Use AI-assisted tools to develop content efficiently, with full accountability for review and quality of all outputs

What You'll Bring

• 3+ years of experience in training, instructional design