Associate Director, Training and Operational Excellence
New
J
JobgetherPatient Experience
Based in United StatesFull-TimeDirector
Salary142,400 - 178,000 USD per year
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Job Details
- Experience
- 12+ years of relevant experience with a bachelor's degree or 8+ years of experience with a master's degree, including at least 3+ years managing managers or multi-layer teams.
- Required Skills
- Change ManagementHIPAAData analytics
Requirements
- 12+ years of relevant experience with a bachelor's degree in Education, Business, Organizational Development, Communications, or related field.
- 8+ years of experience with a master's degree.
- 3+ years managing managers or multi-layer teams.
- Proven experience building and scaling a training function and team.
- Background in healthcare, patient services, inside sales, BPO, or contact center environments.
- Strong knowledge of adult learning principles and instructional design (e.g., ADDIE).
- Experience managing training budgets, LMS platforms, and vendor relationships.
- Experience leading process improvement initiatives (Lean, Six Sigma, or CAPA preferred).
- Familiarity with regulatory requirements relevant to patient-facing operations (e.g., HIPAA).
- Proficiency in leveraging data analytics and technology to measure ROI and identify trends.
- Ability to operate effectively with minimal oversight in a fast-paced environment.
Responsibilities
- Develop and execute an enterprise training strategy aligned with business objectives and operational standards.
- Design scalable, measurable training programs using adult learning principles and instructional design methodologies.
- Lead and develop a high-performing team of training managers, instructional designers, and associates.
- Lead onboarding and orientation programs to ensure productivity benchmarks.
- Extend training standards and quality practices across BPO and call center partners.
- Identify operational gaps and lead the development of standardized processes and SOPs.
- Lead change management activities for process and system changes.
- Track training effectiveness, performance ROI, and patient experience indicators through data-driven analysis.
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