Manager of Operational Training and Performance

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🌴 South Carolina – Remote

🌴 South Carolina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Crossroads

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2005

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Crossroads is an outpatient treatment provider for people dealing with substance use disorders, specializing in medication-assisted treatment (MAT). They offer a comprehensive approach to recovery, including FDA-approved medications, peer support, care coordination, counseling, and contingency management, personalized to the unique needs of each patient. By providing convenient access to services through a 24/7/365 patient access center, virtual appointments, and their Instant Intake® service, Crossroads facilitates recovery journeys across multiple states, such as Georgia, Kentucky, New Jersey, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia. Dedicated to high-quality, evidence-based care, Crossroads supports their community with resources and partnership programs to ensure a compassionate and successful path to recovery.

📋 Description

• Support the Associate Director of Operational Training and Performance in operational training, performance improvement, onboarding, workflow optimization, implementation, and follow-up initiatives • Plan, develop, deliver, and reinforce structured training programs, including New Hire Orientation, onboarding, refresher trainings, workflow rollouts, and operational training for leaders and teammates • Deliver practical trainings covering standard workflows, role expectations, systems, tools, operational priorities, performance goals, and patient-centered service expectations • Evaluate operational workflows, training gaps, and first-level concerns by gathering information, observing processes, documenting barriers, and identifying improvement opportunities • Partner with the Associate Director to prioritize support needs, recommend process improvements, and support action plans with timelines, measurable goals, and accountability checkpoints • Maintain training calendars, schedules, trackers, participant lists, action items, deadlines, completion records, and implementation follow-up • Provide regular status updates to the Associate Director • Draft, update, and maintain training materials, job aids, workflow guides, process documents, meeting recaps, Operational Excellence resources, and leadership updates • Serve as the first point of contact for routine training, onboarding, workflow, and process-related questions, escalating complex or high-risk matters • Coach leaders and teammates on expected workflows, operational standards, performance improvement priorities, and approved processes • Monitor training effectiveness through feedback, observation, follow-up, and operational performance indicators • Collaborate with regional, clinic, operational, clinical, medical, compliance, revenue cycle, finance, marketing, community engagement, and other cross-functional partners • Support readiness and training plans for workflow changes, system updates, acquisitions, de novo openings, clinic launches, and operational rollouts • Promote accountability, continuous improvement, operational discipline, teammate development, and patient-centered service

🎯 Requirements

• Three to five years of professional work experience, preferably within operations, training, performance improvement, healthcare operations, or a related field • Bachelor’s degree required • Prior experience in healthcare operations, clinic operations, behavioral health, addiction treatment, or another patient-centered service environment is preferred • Strong understanding of training methodologies, adult learning principles, facilitation techniques, and practical training delivery • Experience evaluating workflows, identifying process gaps, supporting process redesign, and helping implement operational improvements • Ability to support cross-functional projects, training rollouts, and operational initiatives requiring coordination, follow-through, and clear communication • Strong problem-solving skills, including identifying root causes, recommending practical solutions, and supporting measurable improvement • Can-do attitude and willingness to think beyond the status quo while supporting the Associate Director’s direction and priorities • Mission-driven with a passion for helping patients live better, stronger lives

🏖️ Benefits

• Medical, Dental, and Vision Insurance • PTO • Variety of 401K options including a match program with no vesture period • Annual Continuing Education Allowance (in related field) • Life Insurance • Short/Long Term Disability • Paid maternity/paternity leave • Mental Health Day • Calm subscription for all employees