MANAGER, CORPORATE TRAINING - CUSTOMER SERVICE

We need to output HTML fragment with sections: h3 headings for sections present. We must not repeat job title. Use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have content. From posting: - Description: includes mission, etc. Could be "About the role" or "About OCHIN". Probably "About the role" or "About OCHIN". We'll use "About the role" as heading. - Position Overview: could be part of responsibilities? Could be "Responsibilities". We'll include responsibilities. - Essential Duties: list of duties. That's responsibilities. - Requirements: list of requirements. - Qualifications: maybe same as requirements? But we can combine? The instruction: use headings for sections if posting has real specific content. We have Requirements section. Could also have Qualifications (maybe same). We'll include Requirements. - Skills: maybe not separate; but we have many skill mentions within requirements. Could create Skills section? Might be redundant. Better to keep Requirements. - Benefits: posting says "We offer a comprehensive range of benefits. See our website for details:" but no specifics. That's not specific content; we should not create Benefits section because no specific benefits listed. So omit. - Pay: Salary Description "$89,836 -$143,737.00". That's specific pay range. So we need Pay section. - Schedule: Not mentioned; maybe full-time. But schedule not specified. We should not create Schedule unless specific. So omit. - Work Authorization etc: could be part of Requirements? Might be separate but not required heading. We'll include as a short paragraph maybe under Requirements or separate? The instruction: do not put Job ID/requisition numbers as headings — fold minor metadata into a short

or drop it. Work Authorization is metadata; we can include as a short p under Requirements or separate small p. Probably include as a short p after Requirements heading? But we need to preserve all substantive information. Work Authorization is substantive (must be legally authorized). We'll include as a paragraph under Requirements or separate small section? Since no heading for it, we can just include a

after the Requirements

maybe. - Physical Requirements/Work Environment: could be part of Requirements? Might be its own section? Not in list of allowed headings; but we could put under Requirements or maybe under "Responsibilities"? Probably include as a paragraph under Requirements. - Work Location and Travel Requirements: could be part of Requirements or separate? Not in allowed headings; we can include as a paragraph under Requirements. - COVID-19 Vaccination Requirement: also a requirement; include as paragraph under Requirements. - Equal Opportunity Employer boilerplate: remove. - Base Pay Overview: we have Pay section. Thus sections: About the role (description), Responsibilities (essential duties + position overview), Requirements (including qualifications, work authorization, physical requirements, work location, COVID vaccination, etc.), Pay. We must not repeat job title. Use

for each section. We need to use

• for any list of duties/requirements/benefits. So for Responsibilities we need list. For Requirements we need list. We must preserve all substantive information; do not invent or summarize away detail. So we need to include all details from essential duties list, requirements list, etc. We need to be careful not to omit any bullet. Let's extract sections. About the role: The description paragraphs before "Work Authorization". That includes mission, OCHIN info, etc. We'll capture that as prose

  . Responsibilities: Combine Position Overview and Essential Duties. Position Overview: "The Manager, Training Customer Service will work closely with the Director, Corporate Training and Organizational Development, and OCHIN Leadership Team to develop and implement staff and Leadership development training courses and programs. The person in this role is responsible for assessing, identifying, developing and implementing specialized training offerings aimed at improving individual and organizational performance for OCHIN employees. This position is a key role in creating the Leadership Development Program and Manager Training Programs at OCHIN in addition to annual training responsibilities." Then Essential Duties list: many bullet-like sentences separated by periods? Actually they are separated by periods but not bullet list. We need to turn each duty into

• . The text: "Lead the design, delivery, and evaluation of OCHIN’s Leadership Development and Manager Training Programs to strengthen leader effectiveness and organizational performance.Oversee the New Employee Orientation program, ensuring every new hire experiences a consistent, inclusive, and mission-aligned introduction to OCHIN’s culture, values, and expectations.Develop and sustain customer service training programs that enhance member experience, promote consistency in service standards, and reinforce OCHIN’s trusted knowledge partner brand.Collaborate with subject matter experts (SMEs) and internal stakeholders to identify learning needs and build engaging, scalable learning solutions across all three focus areas.Design, implement, and maintain evaluation tools and dashboards to measure program impact, track participation, and identify opportunities for continuous improvement.Leverage technology and blended learning methods (virtual, instructor-led, self-paced) to optimize accessibility and learner engagement.Create and manage training content and materials, ensuring accuracy, clarity, and alignment with organizational messaging, policies, and competency frameworks.Provide regular updates and insights to the Executive Leadership Team on participation trends, outcomes, and recommendations to advance workforce capability and development goals.Foster a culture of learning and development that reflects OCHIN’s values of Learning, Belonging, Heart, and Impact.Create standard process, procedure, tools, or trainings that maximizes adult learning in a virtual environment across OCHINIdentify and define employee skill gaps and training needs to improve employee performance and knowledge. Present list of prioritized recommendations.Consults with cross functional project teams, leaders and/or stakeholders to inform development of workforce training offeringsRecommend and implement innovative solutions, modifications and enhancements to training programsPursue opportunities for OCHIN training and development programs to bring more value to OCHIN staffActively seek opportunities to reduce professional development costs by developing in-house trainings or leveraging existing trainings for groups of staffManage OCHIN’s professional development processesProactively manage work and communications to ensure that activities and projects are meeting stakeholder needs and deadlinesStay current on new or emerging industry facilitation trendsOther duties as assigned." We need to split into separate items. Each sentence seems to be a duty. We'll split by period where appropriate. Ensure we keep the content. Let's list them: 1. Lead the design, delivery, and evaluation of OCHIN’s Leadership Development and Manager Training Programs to strengthen leader effectiveness and organizational performance. 2. Oversee the New Employee Orientation program, ensuring every new hire experiences a consistent, inclusive, and mission-aligned introduction to OCHIN’s culture, values, and expectations. 3. Develop and sustain customer service training programs that enhance member experience, promote consistency in service standards, and reinforce OCHIN’s trusted knowledge partner brand. 4. Collaborate with subject matter experts (SMEs) and internal stakeholders to identify learning needs and build engaging, scalable learning solutions across all three focus areas. 5. Design, implement, and maintain evaluation tools and dashboards to measure program impact, track participation, and identify opportunities for continuous improvement. 6. Leverage technology and blended learning methods (virtual, instructor-led, self-paced) to optimize accessibility and learner engagement. 7. Create and manage training content and materials, ensuring accuracy, clarity, and alignment with organizational messaging, policies, and competency frameworks. 8. Provide regular updates and insights to the Executive Leadership Team on participation trends, outcomes, and recommendations to advance workforce capability and development goals. 9. Foster a culture of learning and development that reflects OCHIN’s values of Learning, Belonging, Heart, and Impact. 10. Create standard process, procedure, tools, or trainings that maximizes adult learning in a virtual environment across OCHIN. 11. Identify and define employee skill gaps and training needs to improve employee performance and knowledge. Present list of prioritized recommendations. 12. Consults with cross functional project teams, leaders and/or stakeholders to inform development of workforce training offerings. 13. Recommend and implement innovative solutions, modifications and enhancements to training programs. 14. Pursue opportunities for OCHIN training and development programs to bring more value to OCHIN staff. 15. Actively seek opportunities to reduce professional development costs by developing in-house trainings or leveraging existing trainings for groups of staff. 16. Manage OCHIN’s professional development processes. 17. Proactively manage work and communications to ensure that activities and projects are meeting stakeholder needs and deadlines. 18. Stay current on new or emerging industry facilitation trends. 19. Other duties as assigned. Also include Position Overview sentences as duties? Could incorporate as separate items. We'll add them as items before the list or incorporate. Let's add: - The Manager, Training Customer Service will work closely with the Director, Corporate Training and Organizational Development, and OCHIN Leadership Team to develop and implement staff and Leadership development training courses and programs. - The person in this role is responsible for assessing, identifying, developing and implementing specialized training offerings aimed at improving individual and organizational performance for OCHIN employees. - This position is a key role in creating the Leadership Development Program and Manager Training Programs at OCHIN in addition to annual training responsibilities. We'll include these as list items. Now Requirements: list includes: - Bachelor’s degree AND 5 years of experience in IO Psychology, Instructional Design, Organizational Development, or equivalent experience. - Master's degree preferred - Minimum of 5 years of leadership experience in the learning and development field is required - 5+ years of progressive experience assessing training needs and developing, delivering, and evaluating training programs in a virtual learning environment. - Epic Super User or strong experience with Epic backend and workflows. Candidates with Epic experience will be prioritized - Expert in adult learning theory, process improvement, and/or design models - Experience with Articulate 360 or Adobe Suites is highly preferred. Candidates with this experience will be prioritized - Proven track record designing and deploying large scale initiatives across all levels of an organization - Strong proficiency in adult learning theory, content design and delivery methodologies, talent development, learning technologies, Microsoft Office Suite (Word, Excel, Power Point, SharePoint) and Teams - Demonstrated budget ownership, vendor management, and/or measurement of program impact. - Leadership experience and/or exceptional communication with C-Suite executives and the facilitation and comfort presenting to C-Suite and Large audiences. - Working knowledge in facilitating feedback surveys, analyzing results, prioritization and presenting recommendations - Highly proficient in time management, organization, planning and prioritization - Interpersonal skills to work effectively in a team environment and maintain a professional and positive manner - Experience working in a multi-generational, diverse workforce environment - Prior to moving forward to the team interview, all candidates are required to complete a 50–60-minute competency assessment. The assessment gives us insights into how your strengths, preferences, and work style align with the OCHIN's nine core competencies. It’s not about passing or failing—it’s about understanding fit and setting you up for success - Work Authorization: Candidates must be legally authorized to work in the United States on a permanent basis at the time of application. This position is not eligible for employment visa sponsorship now or in the future. OCHIN does not provide sponsorship for employment-based visas or transfers of existing employment-based visas. - Physical Requirements/Work Environment: Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations/teaching. Occasional decision making and independent judgment or action. Reading, speaking, writing, and understanding English. While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms. This position requires a virtual home-office environment, working remotely and will require that employees be on camera for all virtual meetings.The role routinely uses standard office equipment such as computers and mobile devices. Up to 15% Travel may be required to support OCHIN’s business requirements for which may require travel by air, vehicle,