Training Program Manager, Member Care

The Training Program Manager is responsible for transforming business needs into learning solutions as they may relate to onboarding, functional training/role readiness, continuing education, and leadership development. 

This role plays a crucial role within the Member Care Training & Education Team, reporting directly to the Sr. Mgr, Member Care Training & Education. Acting as a thought leader and consultant wherever learning is concerned, this role will partner closely with the Supervisor of Member Care Training to determine how and when content is delivered to our Care Team with a goal of understanding the ongoing and evolving needs of our business in order to develop learning programs in support. These two roles are jointly responsible for the success of Member Care Training Programs. The Program Manager will own content design and guide Learning Specialists in content development using industry best practices. In service to Included Healths value of ‘We’re Here for Outcomes,’ this role must continuously evaluate the success and effectiveness of our programs through metrics such as Quality, MSAT, learner satisfaction, and learner assessments.

Responsibilities:

• With minimal direction, partner with stakeholders in CaPS, Quality, TAO, and Member Care in order to design, develop, and implement seamless onboarding, continuing education, and leadership development programs.
• Drive measurable outcomes oriented around learner and member experience.
• In partnership with stakeholders and other Training Program Manager(s)/Supervisor, Member Care Training, identify quantifiable goals to be met with training (aka: what are we aiming to improve?)
• Evaluate the effectiveness of training programs and, in turn, the work of direct reports, through metrics such as Quality, MSAT, learner satisfaction, and learner assessments.
• Act as a thought leader and consultant for stakeholders wherever learning is concerned.
• Apply proven instructional design and adult learning theories to the development of engaging and relevant content that enhances learning transfer and retention.

Required Qualifications:

• 5+ years experience in the training industry, including at least 2 years managing programs.
• Subject-matter expertise in project management, program management, eLearning design and development, and the corresponding tools.
• Strong consultation skills and the ability to seek out information and provide quality advice.
• Ability to effectively manage a project through the full lifecycle.
• Ability to establish performance measurements to assess effectiveness or impact.
• Ability to implement process improvement measures into programs and gain buy in from stakeholders.
• Ability to build rapport quickly and establish and maintain productive, trust-based, and effective relationships with a wide array of individuals across diverse client groups.
• Ability to maintain flexibility, cooperation, and participate in cross-organizational performance improvement activities.
• Ability to orient cross-departmental teams to shared goals and project outcomes.
• Ability to understand, design, build, and implement solutions based on learners’ needs.
• Effective and dynamic communicator and facilitator, particularly in using adult learning and interactive methods.
• Ability to develop and deliver effective presentations to varying groups and sizes.
• Ability to actively listen, understand, and respond to stakeholders in a productive manner.
• Ability to co-design approach, timeline, scope, and use of resources with committee members and stakeholders.
• Ability to express ideas and convey information effectively and professionally in verbal and written communications.
• Strong attention to detail.

Preferred Qualifications:

• Graduate degree and/or relevant certifications

Physical/Cognitive Requirements:

• Prompt and regular attendance at assigned work location.
• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.

The United States new hire base salary target ranges for this full-time position are:

Zone A: $70,190 – $91,250 + equity + benefits  

Zone B: $80,719 – $104,938 + equity + benefits  

Zone C: $87,738 – $114,063 + equity + benefits  

Zone D: $91,247 – $118,625 + equity + benefits  

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health’s commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone’s unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.

In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following: 

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents 
• Generous Paid Time Off (“PTO”) and Discretionary Time Off (“DTO”) 
• 12 weeks of 100% Paid Parental leave
• Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment) 
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work 
• 24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations

About Organization

Included Health delivers personalized, all-in-one healthcare to millions of people nationwide.

We provide healthcare access, answers, and advocacy through a modern experience designed to treat people better—mind, body, and wallet. It’s all included: virtual and in-person care, system-wide navigation and care coordination, and 24/7 support for every clinical and admin need.

Our members experience better care, better outcomes, more healthy days, and lower overall costs.