L&D Specialist, Partner Network Training Lead
New
Ō
ŌuraHealthcare
Remote - United States, Eastern Time ZoneFull-TimeLead
Salary117300 - 169000 USD per year
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Job Details
- Experience
- 8+ years
Requirements
- 8+ years of related experience in training, enablement, or adjacent MX domains (support operations, QA, or vendor management); or equivalent experience.
- Proven BPO enablement experience across multi‑site vendors, including data‑driven coaching to improve ramp‑to‑proficiency, QA scores, CSAT, and AHT/FCR.
- Strong live facilitation and virtual classroom skills.
- Excellent cross‑functional collaboration and stakeholder communication.
- Strong program planning and calendar management.
- Ability to interpret performance data (QA, CSAT, AHT/FCR, handle types, error rates) and translate insights into targeted enablement plans.
- Comfortable using LMS and common collaboration tools.
- Growth mindset and willingness to pilot new approaches (e.g., simulations, micro‑learning, AI‑assisted tools) and iterate based on feedback.
- Ability to travel up to ~10–20% (depending on site launches, onsite enablement, and partner events).
Responsibilities
- Lead the development and execution of the BPO onboarding and upskilling curriculum strategy.
- Collaborate with BPO leadership and internal teams (QA, Workforce Management, Ops) to align training objectives with operational realities.
- Own training delivery plans for new site launches and major change events, including timelines, dry-runs, and cutover coordination.
- Partner with site leaders to ensure trainers have the tools, environments, and time needed to execute training plans effectively.
- Use QA scores, CSAT, and ramp-to-proficiency data to identify performance gaps and prioritize training interventions.
- Partner with Instructional Designers to define facilitation requirements and provide feedback loops to improve course content.
- Deliver Train-the-Trainer (TTT) sessions and certification workshops to ensure BPO trainers are equipped to meet delivery standards.
- Support BPO trainer communities through regular forums and structured coaching to share best practices across regions.
- Maintain a "Partner Training Playbook" and ensure consistent training environments, tools, and evaluation criteria across all sites.
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