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Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Job Title: Training Manager (ICM), Customer Care
Position Summary: As an Individually Contributing Training Manager for Customer Care, you will work both independently and collaboratively across multiple cohorts, geographies, and departments to shape engaging education for the organization’s employee base that enhances retention and knowledge transfer.
Specifically, the primary responsibilities of this position include designing and overseeing the creation of L2/ L3 Customer Care training materials, communicating with SME business operations partners, contributing to our department goals, and leveraging all tools and resources to meet a variety of learning styles and stakeholders.
Essential Functions (Duties and Responsibilities):
1. Create course content and reference materials for L2/L3 Customer Care to ensure a knowledge workforce
2. Work-cross functionally with business leads to develop/refine internal process documentation, track trends, and determine actionable next steps to better the customer experiences
3. Contribute to the achievement of learning partner performance by using data to tell a story and adjusting the program to better serve their goals
4. Act as an interpreter cross-departmentally, establishing nimble and adaptable programs that can withstand frequent changes and easily grow with the initiatives of the broader organization
5. Facilitate Department Level Trainings and Support SME delivery for more nuanced course design
6. Up to 15% Travel, with occasional overseas opportunities may be required
50% Education Program Oversight
Design and revamp both new and established learning curriculums
Create and manage engaging learning activities and compelling course content in partnership with SME’s (instructor led, eLearning, blending learning theory and ad-hoc) by leveraging adult learning theories
Understand department needs and ensure programs fit their business requirements
Analyze and apply trends and best practices in learning technologies and instructional design
Build stakeholder relationships with teams external to L2/L3 to ensure we can anticipate upcoming needs
Maintain project plans, course documentation (agenda and materials), and training schedules to maximize training delivery and business outcomes.
Devise modes of assessment, such as test, quizzes, or practical application, to measure the effectiveness of the course
25% Collaboration & Facilitation
Collaborate with subject matter expertise and business owners to address trends and make updates to timelines, content and/or course flow to increase agent efficiencies while decreasing time-to-contribution
Facilitate department level trainings across L2 & L3 organization in partnership with business SME’s to improve organizational readiness
Work closely with the L1 Training teams and SME’s to define hand off points between course material based upon level and on the job training
25% Creative Solutions
Find ways to address gaps in employee learning and design feedback processes to ensure success and accountability of any changes and adjustments put in place to resolve the issue
Use available solutions (Articulate, Cornerstone, etc.) to model execution of gap-fill projects creatively to the rest of the team
Create supporting materials/media (audio, video, simulations, role plays, games etc)
Education & Experience Required:
4+ years managing cross-functional projects in dynamic work environment
Demonstrated ability to effectively collaborate with a variety of cohorts, backgrounds, and styles
Demonstrated flexibility and ability to create intellectual capital
BA or MA in instructional design, educational technology, field or 4+ years of teaching/coaching/training experience
Knowledge & Skills:
Maniacal attention to detail; ability to design instructional course materials with big picture and flow for adult learners and various styles in mind
Strong computer, analytical, and research skills (Proficient in all Microsoft Office programs, Articulate, Cornerstone or other LMS, SharePoint, KCS, etc.)
Excellent verbal and written communication skills
Ability to multi-task in a demanding, fast-paced environment
Strong relationship development and managerial skills
Expected Compensation
$86,000 - $146,000
The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
https://www.athenahealth.com/careers/equal-opportunity
hackajob is partnering with Athenahealth to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.