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Change Healthcare Sr. Manager, Training in Boston, Massachusetts

Senior Manager, Training – Enterprise Customer Care Learning Experience

JOB SUMMARY

The Senior Manager, Enterprise Customer Care Learning Experience is responsible for creating and driving data-driven strategy, development, and execution for customer and team member training needs for key products and programs and career development for our employees in partnership with Product, Technology, and Support leaders.

Work with operational and business leaders to understand customer and support development and training needs. Perform needs analysis, scope projects, and evaluate existing documentation to identify the most appropriate solution to training development and implementation challenges.

Create a strategy to develop, manage, and scale training programs, including a migration of facilitator-based training to eLearning modules, for both customers and agents for multiple product segments.

Manage a team of 10 team members, including training specialists (7), tech writer (2), and education program managers (2).

Refine and implement training processes and standards.

Work with a team of training professionals to develop product and services training programs for customers and internal customer service agents.

Manage complex relationships with stakeholders in an environment with short deadlines and high business impact. Work through challenges and emerging training needs of a fast-paced, dynamic organization amidst competing priorities.

INNOVATION

Continuously innovate the way we produce and deliver learning by identifying new technologies, processes, and resources. Refine and implement training processes and standards. Perform needs analysis, scope projects, and evaluate existing documentation to identify the most appropriate solution to training development and implementation challenges.

JUDGEMENT AND DECISION MAKING

This position will work with operational and business leaders to understand customer and support development and training needs that directly impact customer satisfaction. This positions will perform needs analysis, scope projects, and evaluate existing documentation to identify the most appropriate solution to training development and implementation challenges. The decisions made through the needs assessment and scoping process will be made in partnership with the business , support, and product teams.This position will refine and implement training processes and standards, making the final decision based on customer needs, evidence, and learning principles and methodologies.

QUALIFICATIONS/COMPETENCIES/SKILLS:

  • 5+ years of proven team leadership experience

  • 3+ years of experience managing remote team members

  • 6+ years of professional experience in one of the following fields: instructional design, training delivery, or information architecture

  • Demonstrated experience leading training development or training delivery teams within a large organization Preferred Qualifications

  • History of partnering with contact center operations teams to develop high-quality global training processes

  • Track record of delivering results in a fast-paced organization with competing priorities

  • Ability to leverage data and anecdotes to improve training content or learner experience

  • Experience developing and managing training content globally to optimize re-use

  • Exceptional verbal and written communication skills

    EDUCATIONAL REQUIREMENTS

  • Bachelor’s degree in a relevant field

  • Master’s degree in related discipline: Instructional Design, Organizational Psychology, Adult Education, etc.

    RELATED EXPERIENCE REQUIREMENTS/QUALIFICATIONS

  • 10+ years of experience driving Learning and Development design, implementation, and management

  • 10+ years team leadership experience.

  • Experience developing and/or managing training programs for a variety of audiences including customers and team members.

  • Familiarity and/or experience with program management tools, content and digital asset management systems, eLearning authoring software, and translation processes.

  • Experience in Microsoft Project, Excel, and Visio

  • Experience implementing an IT Project Management Office (PMO), skilled in PMO Management tools

  • Knowledge of project management methodologies such as PMM, Six Sigma and iterative methodologies (such as Agile)

#li-remote

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Some of our positions require employees to be onsite at a Change Healthcare facility or a Client site, including Medical Facilities. Depending on the site’s health and safety guidelines, you may be required to have medical screenings or vaccinations to meet site requirements, which may include Covid-19 vaccination and/or testing. Further details and requirements will be confirmed during the interview process.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information (https://www.changehealthcare.com/privacy-notice/privacy-notice-to-california-job-applicants) .

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.

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