PEC/Senior Manager Training, Development and Quality Assurance

Eye Care Partners•Ballwin, MO

23d

About The Position

EyeCare Partners is the nation’s leading provider of clinically integrated eye care, with a network of more than 300 ophthalmologists, 700 optometrists, and over 650 affiliated practice locations across 18 states and 80 markets. The company’s mission is to enhance vision, advance eye care, and improve lives. The Senior Manager of Training, Development and Quality Assurance leads onboarding, training, and employee development for Patient Engagement Centers, including internal teams and business process outsourcing (BPO) partners. The role also supports coordination with AI agents to ensure processes, procedures, training documentation, and quality expectations are established. The team oversees quality assurance for Patient Engagement Centers for Optometry across internal employees, BPO teams, and AI agents. This leadership role shapes team culture and helps employees succeed. It works closely with Patient Engagement Center stakeholders and cross-functional partners, including IT, clinics and offices, doctors, and operations. The position may be performed onsite or remotely. Candidates must reside in one of the listed states: AL, AZ, FL, GA, IL, IN, KS, KY, MI, MN, MO, NC, NJ, OH, OK, PA, TX, or VA.

Requirements

High school diploma or GED.
Associate's or bachelor's degree required.
At least 2 years of people leadership experience.
At least 2 years of relevant training experience in a call center environment.
Track record of designing and executing successful training programs.
Familiarity with classroom, e-learning, workshop, and simulation training methods.
Experience with learning management systems and delivery methods including self-paced, mobile, instructor-led, asynchronous and synchronous e-learning, and blended learning.
Experience developing e-learning and building courses using authoring tools such as Articulate 360, Storyline 360, Camtasia, Adobe Creative Suite, and Microsoft PowerPoint.
High proficiency with Microsoft products, including Excel and PowerPoint.
Subject matter expertise in Patient Engagement Center operations, processes, and procedures for a Patient Advocate.
Professional appearance and conduct, logical and critical thinking, attention to detail, reliability, and a positive and flexible attitude.
Management and organizational skills to support leadership of the function.
Ability to follow or provide verbal and written instructions, with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
Interpersonal skills to support customer service, functional, and teammate needs.
Effective verbal and written communication in English.
Basic to intermediate problem-solving skills, including mathematics.
Intermediate to advanced computer operation skills and proficiency with Microsoft Excel, Word, PowerPoint, and Outlook.
Knowledge of applicable state and federal regulations and a general understanding of HIPAA guidelines.
Ability to meet attendance and punctuality expectations.
For remote team members, ability to maintain a suitable, low-distraction workspace that protects confidential company information and supports patient-focused work.
Ability to work varying shifts, including early mornings and evenings, to attend meetings, cross-train, or support other initiatives.
Must reside in AL, AZ, FL, GA, IL, IN, KS, KY, MI, MN, MO, NC, NJ, OH, OK, PA, TX, or VA.

Nice To Haves

Experience with instructional design project management tools.
Graphic design experience.

Responsibilities

Lead new-hire training, ongoing career enrichment, and the quality program for the Patient Engagement Centers.
Create, deliver, and evaluate training materials for the Patient Engagement Centers.
Develop e-learning modules, videos, instructor-led training, and web-based training content.
Maintain and update training resources to align with current processes.
Operate technology used for classroom training.
Coach, develop, and mentor the quality, training, and development team.
Identify and assess current and future training needs.
Produce and deliver job aids, standard operating procedures, and other documentation.
Oversee the senior supervisor responsible for quality consultants who evaluate patient interactions.
Partner with internal and external stakeholders to ensure training content remains relevant.
Support the ongoing development of Patient Engagement Center employees.
Evaluate quality data, scorecard metrics, and survey data, and recommend training and development based on results.
Support documentation of processes and procedures for Patient Engagement Centers and the broader organization.
Assess process changes and business updates to determine the most effective way to communicate them to the Patient Engagement Center.
Support leadership development for Patient Engagement Center supervisors, leads, and operations.
Partner with cross-functional business partners to ensure consistent training content and delivery.
Oversee new-hire trainees’ and employees’ performance during new-hire development.
Monitor and evaluate training program effectiveness and success, and report results to the business.
Maintain a strong understanding of training delivery trends, tools, technology, and best practices.
Partner with BPO leadership and training teams to support excellent performance by BPO team members serving patients.