Senior Training Specialist

Job description

Job Description A bit about this role: You will independently develop and deliver learning programs, materials, and resources that enable frontline staff to provide strong care and service to members. You will own complex training end-to-end and acts as a project leader, partnering directly with operational and technical stakeholders. You will support ongoing education on products, workflows, and services so call center agents (Guides) have the knowledge and tools to succeed. You will provide a "One Team" learning framework, equipping Guides to assist wherever needed, as well as provide scheduled and on-demand coaching and self-development tools grounded in core competencies. Responsibilities and Impact will include: Analysis : Use data, observation, and interaction to proactively identify learning needs, defining gaps, instructional goals, success metrics, and objectives while collaborating across levels and teams. Design: Independently translate analysis findings into focused learning solutions—creating measurable objectives, instructional strategies, assessments, and content sequencing. Design (AI-era) : Independently design soft-skill and competency-based curriculum, leverage AI tools and workflows, and determine delivery formats and needed resources. Development: Direct and manage the creation of learning materials across multiple modalities, incorporating feedback through established review and approval processes. Development (synthesis): Apply expertise to combine all elements into cohesive, accurate final learning experiences. Implementation: Complete all logistical tasks, deliver instructor-led materials confidently and accurately, and upload/assign accurate e-learning modules that meet learning objectives. Evaluation: Determine whether training met its goals and identify improvements, measuring impact via Kirkpatrick's Four Levels using relevant multi-source data. Required skills and experience: Experience designing and delivering AI-era instructional training (using AI tools and workflows) as well as soft-skill and competency-based curriculums. 5+ years in learning design and facilitation across multiple modalities , with demonstrated innovation and successful "outside the box" learning solutions. 3+ years independently managing full lifecycle instructional design and delivery projects —from conceptualization through delivery and evaluation—with minimal supervision. Strong emotional intelligence and interpersonal skills, adapting to varied personalities and building productive relationships across levels and teams. Self-motivated change champion who continually adds value and is open to accepting and applying feedback from peers, leaders, and stakeholders. Salary : $58,000 - $82,000 / year The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. Our Total Rewards package includes: Employer sponsored health, dental and vision plan with low or no premium Generous paid time off $100 monthly mobile or internet stipend Stock options for all employees Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles Parental leave program 401K program And more.... *Our total rewards package is for full time employees only. Intern and Contract positions are not eligible. Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience. Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business. As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.