Manager, Technical Training

About The Role

The Defense Mission and Health Solutions team, Benefits, Claims & Integrity Solutions Operating Unit seeks a Program Training Director to support our Health and Human Services (HHS) and Centers for Medicare and Medicaid Services (CMS) customer delivery and be part of the leadership for CMS Consumer Information and Insurance Oversight (CCIIO) initiatives. The Program Training Director will lead the strategy, development, and delivery of mission‑critical training solutions across a high‑visibility program supporting our federal customer. In this role, you will design and implement a comprehensive training ecosystem that ensures workforce readiness, operational excellence, and continuous improvement in alignment with program objectives and customer requirements.

What you’ll do:

• Develop and oversee a program‑wide training strategy aligned to contractual requirements, customer priorities, and mission outcomes.
• Lead the design, delivery, and sustainment of training curricula, learning pathways, and workforce development plans.
• Establish and manage comprehensive training programs for Eligibility Support Workers (ESWs), ensuring they are equipped to deliver accurate, efficient, and customer‑focused eligibility and enrollment support.
• Develop consumer‑facing education materials and training approaches that promote awareness, accessibility, and understanding of eligibility processes, application requirements, and available services.
• Collaborate with program managers, technical leads, and customer representatives to identify skill gaps and emerging needs.
• Establish and maintain standardized training processes, documentation, and governance frameworks.
• Implement training delivery methods including instructor‑led, virtual, blended learning, and self‑paced modules.
• Track and report training performance metrics, certification compliance, knowledge retention, and workforce readiness.
• Ensure training content remains current, accurate, and responsive to operational changes, policy updates, and system enhancements.
• Manage and develop a multidisciplinary training staff including instructional designers, trainers, and SMEs.
• Support proposal efforts, contract modifications, and customer engagements related to training scope and requirements.
• Drive continuous improvement across all training functions through feedback loops, quality assessments, and lessons learned.

Required Qualifications:

• 10+ years of experience in training program management, instructional development, or workforce development leadership.
• Experience supporting federal, state, or large‑scale public sector programs.
• Strong understanding of adult learning principles, curriculum design, and training technologies.
• Proven ability to lead teams and manage training operations at scale.
• Excellent communication, stakeholder engagement, and problem‑solving skills.
• US Citizen and the ability to obtain a Public Trust clearance.

Preferred Qualifications:

• Active public trust clearance
• Bachelor’s degree in Education, Instructional Design, Business, or related field; or equivalent experience.
• Master’s degree in a relevant field.
• Experience in human services, eligibility operations or programs, or call center environments.
• Familiarity with compliance‑driven training frameworks and service‑centered customer programs.
• Experience implementing modern learning platforms and data‑driven training metrics.