Manager, Training & Enablement

Job description

## **About OpenLoop** OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. **About the Role** OpenLoop's mission is to bring care anywhere by powering telehealth solutions at scale. Patient Services supports patients across dozens of client programs through a global agent workforce, including offshore BPO partners — and today that entire training function rests on a single person. **The Manager, Training & Enablement** changes that. You'll own the training philosophy, framework, and outcomes for Patient Services: how agents get trained, how fast, and — the piece we're missing today — how we know it worked. This is a build role for someone who thinks in adult-learning and instructional-design terms, not training calendars. **What You'll Do** - Own the Patient Services training framework end-to-end — philosophy, curriculum standards, delivery model, and measured outcomes — for both OpenLoop and BPO agent populations. - Design and own the train-the-trainer model across our international BPO partners — the standards, materials, certification, and verification that partner area trainers deliver against, by area (phone, asynchronous queue, and others), so material lands consistently across geographies and cultures without depending on who's in the room. - Build the quality and reinforcement layer that doesn't exist today: the mechanisms that verify training actually stuck and that agents are applying what they learned, not just completing it. - Design training for how people actually learn — differentiating across auditory, visual, and written-word learners, and across international learner populations. - Own training logistics and timelines: ramp curricula for new client launches and program changes, and the documentation agents need on client-specific flows and nuances as new clients come online continuously. - Build the surge-response playbook — when a client's volume rips and dozens of agents need onboarding on short notice, you own the repeatable mechanism that gets them productive fast, not a one-off scramble. - Manage and develop the training team, partnering with the existing Training Specialist as the resident subject-matter expert and facilitator while you set the framework, standards, and quality bar. - Partner with Workforce Management so staffing signals and ramp demand translate into training capacity planning — and measure whether the training moved the metric. - Collaborate cross-functionally with Clinical and Medical Operations, Clinical Education, Programs, Implementation, and Customer Success to ensure training content is accurate, in-scope, and aligned to how flows are actually built. - Report on training outcomes — first contact resolution, CSAT, average handle time, and ramp velocity — and recommend improvements based on what the data shows. - Safeguard HIPAA/PHI and clinical-documentation standards in all training content and delivery. - Other duties as assigned. **Who You Are** You're an educator by trade who builds the system, not the session — you'd rather design the framework, the launch process, and the feedback loops than personally run the class. You've built training that changed a performance metric and can prove it. You know how to raise the bar on a function without steamrolling the person who's been holding it together. **Required Qualifications** - 4+ years in training, enablement, or L&D. - 2+ years of people management experience, ideally leading a training or enablement function. - Demonstrated adult-learning and instructional-design expertise — you can speak to methodology, not just materials. - Experience training international learner populations and designing for different learning styles and cultural contexts. - Proven curriculum design and delivery for front-line/agent populations, including train-the-trainer models. - Ability to tie training to measurable outcomes (first contact resolution, handle time, quality scores, time-to-productivity) and to build the mechanisms that verify retention post-training. - Experience building launch or go-live readiness processes — defining training prerequisites, certification, and sign-off before a new client or program goes live. - Experience building a closed loop between quality assurance and training — using defect and review data to drive curriculum and coaching, and measuring whether it worked. - Experience operating in complex, matrixed, or high-variability environments where flows and requirements change frequently. - Strong facilitator and communicator; organized and calm in a fast-changing environment. - Understands HIPAA/PHI handling and the clinical-documentation bar. **Preferred Qualifications** - Experience working with offshore BPO teams. - Healthcare, telehealth, or telemedicine background. - Hands-on with an LMS (Litmos preferred) and knowledge-base tooling (Confluence). - Familiarity with contact-center and EHR systems (Healthie, Zoho Desk, Amazon Connect). - Experience standing up training for new client or program launches in a high-growth environment. ## **Our Benefits** In addition, for salaried positions you would also be eligible for: - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more ## **Our Company** We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you.