REPORTS TO: Director of Operations

Manages the day-to-day activities of Technical Training and Procedural Documentation related to Operational functions performed on the company system. Individual is responsible for strategic direction and execution of plan for related initiatives to ensure quality training metrics are met to customer satisfaction.

JOB DUTIES

Develop and implement effective training and documentation processes and standards to satisfy customer expectations.

Provide oversight, coaching and mentoring within Training and Documentation teams.

Establish and monitor performance measurements and criteria for team members.

Partner with Audit Manager to modify procedures or training based on trends or issues identified.

Create training curriculum for classes, as necessary based on work volumes, including actual training delivery (as needed).

Develop and execute project plans, as assigned.

Establish and maintain training plans for both current customer/users and potential new customer implementations.

Identify training opportunities for staff to enhance skill sets and improve outcome to customers.

Ensure any out-of-scope client activities are properly coordinated with the Account Team.

Special projects as requested.

Proven leadership ability including teambuilding and mentoring.

Proven skills in the areas of decision-making, organization abilities, planning and project management .

Ability to make decisions independently and work within a team environment.

Strong analysis and problem solving skills.

Excellent communication and customer service skills; consultative experience desirable.

Experience and understanding of training tools and techniques.

Demonstrated ability to develop strategic plans and execute tactical plans.

Strong experience managing, designing or implementing technical training programs for specialized or propriety business systems.

Experience with metrics, service level agreements, or customer satisfaction programs.

Five years middle to senior management experience, including direct supervision of professional staff.

Minimum 7 years training and development experience in a corporate setting with an emphasis on operations curriculum for hourly staff.

Computer literate in basic office software (MS Office) and software related to Training or Documentation.

Familiarity with the implementation/introduction of various tools for the development and management of training content and documentation, e.g. RoboDemo, WebEx, Camtasia.

Prefer managed health care experience.