Performance Development Manager

About the role

The Performance Development Manager delivers live, virtual, and self-paced training on Medicare Advantage, Medicare Supplement, Part D products, Auto, Pet, ACA, and Ancillary products, guiding agents from onboarding through CMS and carrier certification. This role leads AHIP and certification prep, runs role-play and mock-call exercises, and monitors live and recorded calls to coach agents in real time. The position maintains and updates training curriculum for annual CMS and carrier changes, leads AEP/OEP readiness training, and tracks attendance, certification, and completion records in the LMS to keep training compliant and audit-ready.

Responsibilities

• Deliver live, virtual, and self-paced training sessions covering Medicare Advantage, Medicare Supplement, Part D products, Auto, Pet, ACA, and Ancillary insurance plans, and sales processes.
• Facilitate new-hire onboarding and certification training, guiding agents from initial hire through CMS and carrier certification readiness.
• Teach and reinforce compliant sales practices, required disclosures, and CMS marketing guidelines during every training session.
• Lead AHIP and carrier-specific certification prep, tracking individual agent completion and readiness ahead of deadlines.
• Conduct role-play, mock calls, and scenario-based exercises to build agent confidence and product knowledge.
• Monitor live and recorded calls to identify coaching opportunities and reinforce training concepts in real time.
• Provide one-on-one and small-group coaching to agents who need additional support or are struggling to meet performance benchmarks.
• Administer knowledge checks, quizzes, and certification assessments, and follow up on any gaps identified.
• Update and maintain training curriculum, presentations, job aids, and scripts to reflect annual CMS guideline changes and carrier plan updates.
• Prepare and deliver Annual Enrollment Period (AEP) and Open Enrollment Period (OEP) readiness training on a set timeline each year.
• Gather feedback from trainees and trainers to continuously refine training content and delivery methods.
• Maintain accurate attendance, certification, and completion records within the Learning Management System (LMS).
• Collaborate with compliance and sales leadership to ensure training content stays current and audit-ready.
• Stay current on CMS regulations, carrier requirements, and Medicare industry changes to keep training content accurate.
• Perform other duties as assigned.

Requirements

• Active Health and Life Insurance license required; candidates without current Health and Life Insurance licensure must obtain it within 6 months of hire.
• Strong knowledge of Medicare Advantage, Medicare Supplement, and Part D products, CMS regulations, and compliance requirements.
• Proven supervisory and coaching skills with the ability to lead and develop a training team.
• Strong presentation, facilitation, and public speaking skills for both virtual and in-person training.
• Strong analytical skills to assess training effectiveness and agent performance data.
• Advanced computer proficiency, including Microsoft Office, Google Workspace, and LMS platforms.
• Ability to manage multiple training initiatives and deadlines in a fast-paced, high-volume environment.
• Strong organizational skills and attention to regulatory detail.
• Strong written and verbal communication skills.
• Ability to work independently while collaborating across departments and divisions.
• Associate's or Bachelor's degree preferred, or equivalent work experience.
• Active Insurance License (2-15 or 2-40) required.
• AHIP certification required.
• 2+ years of Medicare sales, service, or training experience required; prior supervisory experience preferred.
• Experience working in a high-volume, fast-paced call center or insurance environment.

Physical Requirements

• Must be able to remain in a stationary position for the duration of the shift.
• Frequent computer use requires sustained visual focus and attention to detail.
• Occasional light physical activity such as reaching, filing, or handling office and training materials.
• Ability to work in a structured, screen-based operational environment for extended periods.
• May require occasional travel between company divisions or training sites.

Benefits

• Paid Holidays (6)
• Paid Time Off
• Medical Insurance, National Plan Options
• Dental Insurance
• Vision Insurance
• Voluntary Life and AD&D Plans including Accident, Critical Illness, Hospital Indemnity
• Employee Assistance Program
• 401(k) with portion of Company Match
• Bereavement Leave & Jury Duty Pay

Pay

$70,000 - $72,000 USD Annually