Manager, Training & Enablement

About the Opportunity

The organization was co-founded with the vision to bring care anywhere. Its 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. The organization'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.

Key Responsibilities

• Own the Patient Services training framework end-to-end — philosophy, curriculum standards, delivery model, and measured outcomes — for both the organization and BPO agent populations.
• Design and own the train-the-trainer model across 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 does not 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 increases significantly and dozens of agents need onboarding on short notice, this role owns 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 setting 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.

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 — ability to 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.
• Understanding of 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.

Additional Information

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more

The organization has a relatively flat organizational structure. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with its core values of Autonomy, Competence and Belonging, as it wants everyone to feel empowered and supported to do their best work.