Customer Care Training Manager

SuperCare Health•City of Industry, CA

5d•Onsite

About The Position

The Customer Care Training Manager is responsible for leading the strategy, design, development, implementation, and continuous improvement of all training and education programs supporting SuperCare Health’s Customer Care organization. This role serves as the primary owner of the Customer Care training ecosystem, ensuring team members possess the knowledge, skills, and competencies necessary to deliver exceptional patient, referral source, and customer experiences. Reporting directly to the Vice President of Customer Experience, the Customer Care Training Manager partners closely with operational leaders, Quality Assurance, Compliance, Revenue Cycle, Clinical Operations, and Subject Matter Experts (SMEs) to develop and maintain comprehensive onboarding, role-based, continuing education, systems, process, and leadership development programs. They lead the Customer Care Trainers of each respective vertical and ensure the effective deployment of their trainings. This position is responsible for the full training lifecycle, including needs assessment, curriculum development, facilitation strategy, SME deployment, learning management administration, performance measurement, and ongoing optimization of learning programs that drive employee effectiveness, quality outcomes, patient satisfaction, and operational excellence.

Requirements

A Bachelor’s degree in Business, Healthcare Administration, Organizational Development, Education, Communications, or a related field preferred. Equivalent combination of education and relevant experience may be considered.
Minimum 5 years of experience in training, learning and development, organizational development, customer service operations, or workforce education.
Minimum 3 years of experience designing and delivering training programs in a healthcare, DME, call center, customer service, or related operational environment.
Experience developing instructor-led, virtual, and eLearning content.
Strong instructional design and adult learning expertise.
Demonstrated ability to build training programs from concept through implementation and measurement.
Strong facilitation, presentation, and communication skills.
Experience conducting training needs assessments and performance gap analyses.
Ability to interpret operational, quality, and customer experience data to drive learning solutions.
Knowledge of Learning Management Systems (LMS), Google Workspace, Microsoft Office Suite, and training technologies.
Excellent project management, organization, and prioritization skills.
Strong collaboration and stakeholder management capabilities.
Ability to influence leaders and employees at all organizational levels.
Commitment to continuous improvement, service excellence, and employee development.

Nice To Haves

Experience managing training initiatives across multiple departments or business functions preferred.
Prior leadership experience, including coaching facilitators, trainers, or Subject Matter Experts, preferred.
Healthcare, DME, patient services, or customer experience industry knowledge strongly preferred.

Responsibilities

Develop and execute the Customer Care training strategy aligned with organizational goals, customer experience objectives, and operational priorities.
Establish and maintain a comprehensive learning framework that supports onboarding, new hire development, continuing education, cross-training, career progression, and leadership readiness.
Serve as the primary advisor to Customer Experience leadership regarding training effectiveness, workforce readiness, and learning opportunities.
Build annual training roadmaps and development plans to support departmental growth, operational changes, and strategic initiatives.
Lead training governance processes to ensure consistency, scalability, and alignment across all Customer Care functions.
Design, develop, implement, and continuously improve training materials, including facilitator guides, participant materials, eLearning modules, assessments, job aids, process documentation, reference tools, and performance support resources with Customer Care Trainers in each team.
Ensure all training content remains current with company policies, regulatory requirements, workflows, technology platforms, and customer service standards.
Translate complex operational processes into engaging and effective learning experiences.
Develop role-specific learning pathways and competency models for Customer Care positions.
Create certification and proficiency programs to validate employee readiness and ongoing Competency.
Lead the team of trainers that delivers and facilitates training programs for Customer Care team members and leaders.
Identify, develop, coach, and deploy Subject Matter Experts (SMEs) to support specialized training initiatives.
Establish standards, expectations, and facilitation best practices for all trainers and SMEs participating in training delivery.
Coordinate training schedules, resources, and facilitation assignments to support business needs.
Evaluate facilitator effectiveness and provide coaching and development opportunities as needed.
Develop and manage training metrics, scorecards, and reporting to measure learning effectiveness and business impact.
Analyze performance, quality assurance, patient satisfaction, and operational data to identify training opportunities and performance gaps.
Conduct learning needs assessments and root cause analyses to determine skill, knowledge, and behavioral development needs.
Partner with leadership to create targeted development plans for individuals, teams, and departments.
Monitor and evaluate the effectiveness of training programs through assessments, observations, quality audits, and performance outcomes.
Present training insights, trends, recommendations, and progress updates to senior leadership.
Collaborate closely with Customer Care leadership to identify emerging training needs and support organizational initiatives.
Partner with Quality Assurance, Compliance, Clinical Operations,Revenue Cycle, and Operations leaders to ensure alignment between training content and business processes.
Support system implementations, workflow changes, policy updates, and organizational transformations through effective training solutions.
Recommend process improvements and operational enhancements based on training observations, employee feedback, and performance trends.
Champion a culture of continuous learning, accountability, and professional development throughout the Customer Care organization.
Manage and optimize Learning Management System (LMS) functionality for Customer Care education programs.
Maintain training records, certifications, attendance, assessments, and compliance documentation.
Generate reports and dashboards to monitor participation, completion rates, proficiency, and training outcomes.
Ensure proper documentation and version control of all training materials and resources.
Maintain strict confidentiality regarding employee, patient, operational, and company information.
Represent SuperCare Health with professionalism, integrity, and a commitment to service excellence.
Foster positive working relationships across all departments and organizational levels.
Manage multiple priorities effectively while meeting deadlines in a fast-paced environment.
Perform other duties and special projects as assigned by the Vice President of Customer Experience.

Benefits

Medical
Dental
Vision
Flexible Savings Account
401K
Voluntary Life Insurance
Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.
Paid Training
Paid Time Off
Sick Time
Growth Opportunities
Employee Referral Reward Program
Employee Discount Program