MANAGER, CORPORATE TRAINING - CUSTOMER SERVICE

Job description

Accountabilities: Lead the design, delivery, and evaluation of leadership development and manager training programs to strengthen leadership effectiveness and organizational performance. Oversee new employee orientation, ensuring a consistent, inclusive, and mission-aligned introduction to organizational culture, values, expectations, and ways of working. Develop and maintain customer service training programs that strengthen employee capabilities, promote consistent service standards, and improve the overall member experience. Partner with subject matter experts, leaders, cross-functional teams, and internal stakeholders to assess learning needs and develop scalable training solutions. Identify employee skill gaps and training priorities, develop recommendations, and translate findings into targeted learning initiatives. Design, implement, and maintain evaluation tools, feedback surveys, dashboards, and reporting mechanisms to measure participation, outcomes, and program effectiveness. Leverage virtual, instructor-led, self-paced, and blended learning approaches to maximize accessibility, engagement, and adult learning effectiveness. Create, maintain, and manage training content, materials, processes, procedures, and tools while ensuring accuracy and alignment with organizational policies, messaging, and competency frameworks. Develop standards and practices that optimize adult learning within a fully virtual work environment. Provide regular updates, insights, and recommendations to executive leadership regarding participation trends, program outcomes, workforce capabilities, and development priorities. Consult with cross-functional project teams, leaders, and stakeholders to inform workforce training strategies and offerings. Recommend and implement innovative enhancements to existing training programs and identify opportunities to increase their value and effectiveness. Manage professional development processes and identify opportunities to reduce costs through internally developed training and strategic use of existing learning resources. Manage training-related budgets, vendors, resources, and program measurement as required. Proactively manage projects, communications, timelines, and stakeholder expectations to ensure learning initiatives are delivered effectively. Stay current with emerging learning, facilitation, instructional design, and workforce development trends. Foster a culture of continuous learning, development, belonging, and organizational impact. Perform other duties and projects as assigned. Requirements: Bachelor’s degree in industrial-organizational psychology, instructional design, organizational development, or a related field, combined with at least 5 years of relevant experience; equivalent experience may be considered. Master’s degree is preferred. At least 5 years of leadership experience within learning and development. 5+ years of progressive experience assessing training needs and designing, delivering, and evaluating programs in a virtual learning environment. Strong experience with Epic backend systems, workflows, or experience as an Epic Super User is strongly preferred. Expert knowledge of adult learning theory, instructional design, process improvement, and/or learning design models. Experience with Articulate 360 or Adobe Creative Suite is highly preferred. Proven ability to design and deploy large-scale learning initiatives across multiple organizational levels. Strong proficiency in content development, learning delivery methodologies, talent development, learning technologies, and Microsoft Office tools including Word, Excel, PowerPoint, SharePoint, and Teams. Demonstrated experience with budget ownership, vendor management, and/or measuring the impact of learning and development programs. Strong leadership presence and exceptional communication skills, including the ability to present confidently to C-suite executives and large audiences. Experience facilitating feedback surveys, analyzing results, prioritizing findings, and presenting actionable recommendations. Excellent time management, organization, planning, and prioritization skills. Strong interpersonal skills and the ability to collaborate effectively while maintaining a professional, positive approach. Experience working effectively within diverse, multi-generational workforces. Ability to work independently and efficiently in a home-office environment. Strong English reading, writing, speaking, and comprehension skills. Ability to work on camera during virtual meetings and maintain a distraction-free professional workspace. High-speed internet service suitable for sustained virtual collaboration. Ability and willingness to travel up to approximately 15% when required, including travel by air, vehicle, or train. Benefits: Base salary range of $89,836 to $143,737, with final compensation determined by relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data. Fully remote work environment. Work-from-home flexibility with the ability to operate from a professional home office. Comprehensive employee benefits package. Opportunities for professional development and career advancement. Meaningful opportunity to shape leadership development, customer service training, and organizational learning programs. Collaboration with senior leaders and cross-functional teams. Opportunity to work on large-scale learning initiatives with organization-wide impact. Supportive environment focused on continuous learning, collaboration, and employee development. Up to approximately 15% business travel as required. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a MANAGER, CORPORATE TRAINING - CUSTOMER SERVICE based in United States. This role leads the development of training programs that strengthen employee capabilities, leadership effectiveness, and customer service excellence.You will partner with senior leaders and subject matter experts to identify learning needs and translate them into engaging, scalable solutions.A key focus will be building leadership and manager development programs while overseeing new employee orientation and customer service training.The position combines instructional design, adult learning, facilitation, program evaluation, and organizational development in a highly virtual environment.You will use data, technology, and blended learning approaches to improve learner engagement and measure the impact of development initiatives.The role offers meaningful influence across the organization, including opportunities to advise executives and shape workforce capability strategies.Success requires strong leadership, communication, organizational skills, and a passion for creating practical learning experiences that drive measurable results.