MANAGER, CORPORATE TRAINING - CUSTOMER SERVICE

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, serving rural and underserved communities through clinical insights and tailored technologies. The Manager, Corporate Training - Customer Service develops and implements leadership, manager, customer service, and employee training programs. This role assesses learning needs, manages training content and evaluation, leverages virtual learning technologies, and provides workforce development insights to leadership.

Responsibilities:

• This role may specialize in one or more of the following focus areas:
• Lead the design, delivery, and evaluation of OCHIN’s Leadership Development and Manager Training Programs to strengthen leader effectiveness and organizational performance
• Oversee the New Employee Orientation program, ensuring every new hire experiences a consistent, inclusive, and mission-aligned introduction to OCHIN’s culture, values, and expectations
• Develop and sustain customer service training programs that enhance member experience, promote consistency in service standards, and reinforce OCHIN’s trusted knowledge partner brand
• Collaborate with subject matter experts (SMEs) and internal stakeholders to identify learning needs and build engaging, scalable learning solutions across all three focus areas
• Design, implement, and maintain evaluation tools and dashboards to measure program impact, track participation, and identify opportunities for continuous improvement
• Leverage technology and blended learning methods (virtual, instructor-led, self-paced) to optimize accessibility and learner engagement
• Create and manage training content and materials, ensuring accuracy, clarity, and alignment with organizational messaging, policies, and competency frameworks
• Provide regular updates and insights to the Executive Leadership Team on participation trends, outcomes, and recommendations to advance workforce capability and development goals
• Foster a culture of learning and development that reflects OCHIN’s values of Learning, Belonging, Heart, and Impact
• Create standard process, procedure, tools, or trainings that maximizes adult learning in a virtual environment across OCHIN
• Identify and define employee skill gaps and training needs to improve employee performance and knowledge. Present list of prioritized recommendations
• Consults with cross functional project teams, leaders and/or stakeholders to inform development of workforce training offerings
• Recommend and implement innovative solutions, modifications and enhancements to training programs
• Pursue opportunities for OCHIN training and development programs to bring more value to OCHIN staff
• Actively seek opportunities to reduce professional development costs by developing in-house trainings or leveraging existing trainings for groups of staff
• Manage OCHIN’s professional development processes
• Proactively manage work and communications to ensure that activities and projects are meeting stakeholder needs and deadlines
• Stay current on new or emerging industry facilitation trends
• Other duties as assigned

Requirements:

• Bachelor's degree AND 5 years of experience in IO Psychology, Instructional Design, Organizational Development, or equivalent experience
• Minimum of 5 years of leadership experience in the learning and development field is required
• 5+ years of progressive experience assessing training needs and developing, delivering, and evaluating training programs in a virtual learning environment
• Epic Super User or strong experience with Epic backend and workflows
• Expert in adult learning theory, process improvement, and/or design models
• Proven track record designing and deploying large scale initiatives across all levels of an organization
• Strong proficiency in adult learning theory, content design and delivery methodologies, talent development, learning technologies, Microsoft Office Suite (Word, Excel, Power Point, SharePoint) and Teams
• Demonstrated budget ownership, vendor management, and/or measurement of program impact
• Leadership experience and/or exceptional communication with C-Suite executives and the facilitation and comfort presenting to C-Suite and Large audiences
• Working knowledge in facilitating feedback surveys, analyzing results, prioritization and presenting recommendations
• Highly proficient in time management, organization, planning and prioritization
• Interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
• Experience working in a multi-generational, diverse workforce environment
• Candidates must be legally authorized to work in the United States on a permanent basis at the time of application
• Reading, speaking, writing, and understanding English
• This position requires a virtual home-office environment, working remotely and will require that employees be on camera for all virtual meetings
• Up to 15% Travel may be required to support OCHIN's business requirements for which may require travel by air, vehicle, or train
• Ability to work independently and efficiently from a home office environment
• High Speed Internet Service
• It is a requirement that employees work in a distraction free workplace
• Travel may be required to support our member organizations on-site based on business requirements for OCHIN
• Master's degree preferred
• Experience with Articulate 360 or Adobe Suites is highly preferred