Manager, Customer Care Training

iRhythm Technologies, Inc.

3d•$103,000 - $134,000•Remote

About The Position

The Manager, Customer Care Training leads the Customer Care training function, including new-hire onboarding, ongoing learning, training content, readiness support, and adoption of approved learning technologies. The role ensures training programs prepare employees to perform effectively in a high-volume, regulated, and digitally evolving Customer Care environment. The Manager oversees Training & Development Specialists and works closely with Customer Care Operations, Quality, Workforce Management, Support Readiness, Compliance, and other business partners. The role plans, delivers, and continually improves onboarding, continuing education, systems training, AI-enabled learning initiatives, and change-readiness support. Training must be consistent, current, measurable, and aligned with operational priorities, quality expectations, compliance requirements, and employee readiness needs. The Manager uses training data, learner feedback, quality trends, operational metrics, and stakeholder input to identify gaps, recommend solutions, and support responsible adoption of approved AI tools and learning technologies. The position also manages team priorities and performance, maintains training documentation and records, and supports readiness for business changes and audits or inspections as needed.

Requirements

Bachelor's degree or an equivalent combination of education and relevant experience.
At least 4 years of experience in training, learning and development, customer care operations, or a related field.
At least 1 year of experience leading, supervising, coaching, or training.
Experience delivering or supporting training programs in an operational environment such as Customer Care, contact centers, patient support, healthcare operations, or a similar service environment.
Working knowledge of adult learning principles, facilitation, coaching, and training assessment methods.
Experience developing or updating training materials, job aids, or other learning resources.
Ability to coordinate multiple training activities, schedules, and priorities.
Ability to use training results, employee feedback, and operational information to identify training needs and recommend improvements.
Experience using technology-enabled learning solutions, training platforms, or digital tools to support employee development and performance improvement.
Ability to analyze performance and training data to identify trends and recommend learning solutions.
Strong communication, organization, collaboration, and problem-solving skills.
Experience using learning management systems, training technologies, or similar tools.

Nice To Haves

Experience in healthcare, medical device, life sciences, or another regulated industry.
Experience supporting training in a contact center or customer support environment.
Experience supporting remote or geographically distributed employees.
Experience with scenario-based or proficiency-based training and assessment.
Familiarity with Salesforce, contact center technologies, knowledge management platforms, or digital learning tools.
Experience using AI tools to support training delivery, content development, knowledge management, coaching, or employee enablement.
Experience implementing or supporting AI-enabled learning technologies, digital adoption platforms, or workforce development solutions.
Familiarity with Generative AI tools and their application in learning and development environments.

Responsibilities

Lead planning, coordination, and delivery of Customer Care onboarding, role-based training, continuing education, systems training, refresher training, and change-readiness learning programs.
Manage training schedules, facilitator assignments, learner communications, classroom or virtual learning logistics, and team coverage to meet operational needs.
Ensure training programs are delivered consistently, follow established curriculum and procedures, and align with business requirements, quality standards, compliance expectations, and approved operational changes.
Support updates to training materials when processes, systems, products, policies, or procedures change, partnering with subject matter experts and business partners to maintain accurate content.
Review participant and stakeholder feedback and recommend improvements to training materials and delivery.
Facilitate training or provide training coverage as needed.
Use approved AI and digital learning tools to improve content development, learner engagement, knowledge reinforcement, and scalable delivery; support evaluation, implementation, and adoption of approved AI-enabled learning solutions with relevant stakeholders.
Monitor attendance, completion, assessment results, proficiency progress, quality trends, and readiness indicators across assigned training programs.
Coordinate knowledge checks, assessments, practice activities, and other established learner-readiness evaluations.
Partner with Customer Care Operations, Quality, Workforce Management, and Support Readiness to identify knowledge, skill, process, or adoption gaps and develop training reinforcement plans.
Coach trainers on facilitation and training delivery; track training metrics, summarize trends, and provide Customer Care leadership with updates, insights, and recommended actions.
Support employees transitioning from training to production through reinforcement, coaching support, job aids, and readiness feedback loops with Operations and Quality.
Use training data, learning analytics, operational feedback, and approved AI-generated insights to identify knowledge gaps, readiness risks, and development opportunities; monitor AI-enabled learning effectiveness and recommend improvements.
Develop and coordinate training plans for new or updated processes, systems, products, policies, procedures, workflows, and technology-enabled ways of working.
Partner with business leaders and subject matter experts to assess learner impact, define training needs, and align readiness timelines for upcoming changes.
Update and communicate impacted training materials; support adoption through training, job aids, coaching resources, reinforcement activities, and stakeholder feedback loops.
Gather employee and trainer feedback after changes and escalate recurring issues or training needs as appropriate.
Support training initiatives involving automation, AI-enabled business tools, digital channels, knowledge management, and other technology changes affecting Customer Care operations.
Ensure training follows company policies, procedures, quality requirements, and applicable regulatory requirements; maintain training documentation and records according to established requirements.
Coordinate required reviews and approvals of training materials and partner with Quality, Compliance, Privacy, and other appropriate functions on training-related requirements.
Reinforce expectations for quality, documentation, privacy, customer support standards, and escalation procedures; support training-related audit or inspection activities as needed.
Support responsible and compliant use of approved AI tools in training programs and learning content development.
Manage, coach, and develop Training & Development Specialists, setting clear expectations and supporting performance, accountability, engagement, and growth.
Establish team priorities, assign work, monitor progress, remove barriers, and ensure training deliverables are completed in line with business needs.
Provide regular feedback, coaching, and performance management for direct reports; develop trainer capabilities in facilitation, instructional delivery, learning technologies, content development, and AI tools.
Promote teamwork, accountability, continuous improvement, and customer focus; escalate resource, performance, or operational issues to management as appropriate.