Manager, Customer Care Training – Delivery

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $103k - $134k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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iRhythm Technologies, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

iRhythm Technologies, Inc. is a medical technology company that specializes in digital healthcare solutions for the management of cardiac arrhythmias. The company is best known for its ZioSuite, a comprehensive platform designed to deliver a streamlined solution for assessing heart health through advanced analytics and patient-centered data collection. iRhythm focuses on improving patient outcomes and optimizing the efficiency of healthcare providers through innovative technology in the cardiac monitoring space.

📋 Description

• 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 • Ensure training programs are consistent, current, measurable, and aligned with business requirements, quality standards, compliance expectations, and operational changes • Update training materials based on changes to processes, systems, products, policies, and procedures • Partner with stakeholders, subject matter experts, and business partners to maintain accurate training content • Facilitate training or provide coverage as needed • Use approved AI and digital learning tools to improve content development, learner engagement, knowledge reinforcement, and scalable training delivery • Monitor learner attendance, completion, assessment results, proficiency progress, quality trends, and readiness indicators • Coordinate knowledge checks, assessments, practice activities, and learner-readiness evaluation • Identify knowledge, skill, process, and adoption gaps and translate them into training reinforcement plans • Coach trainers regarding facilitation and training delivery • Track training metrics, summarize trends, and provide updates and recommendations to Customer Care leadership • Support employees transitioning from training to production through reinforcement, coaching, job aids, and readiness feedback loops • Develop and coordinate training plans for new or updated processes, systems, products, policies, procedures, workflows, and technology-enabled ways of working • Support adoption of new tools, processes, and workflows through training, job aids, coaching resources, and reinforcement activities • Ensure training complies with company policies, procedures, quality requirements, and applicable regulatory requirements • Maintain training documentation and records and coordinate required reviews and approvals • Support training-related activities associated with audits or inspections • Manage, coach, and develop Training & Development Specialists • Establish team priorities, assign work, monitor progress, remove barriers, and ensure deliverables are completed • Provide feedback, coaching, and performance management for direct reports • Develop trainer capabilities in facilitation, instructional delivery, learning technology, content development, AI tools, and digital learning technologies • Promote teamwork, accountability, continuous improvement, and customer focus

🎯 Requirements

• Bachelor's degree or equivalent combination of education and relevant experience • 4+ years of experience in training, learning and development, customer care operations, or a related field • 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 utilizing 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 • Preferred: Experience in healthcare, medical device, life sciences, or another regulated industry • Preferred: Experience supporting training within a contact center or customer support environment • Preferred: Experience supporting remote or geographically distributed employees • Preferred: Experience with scenario-based or proficiency-based training and assessment • Preferred: Familiarity with Salesforce, contact center technologies, knowledge management platforms, or digital learning tools • Preferred: Experience leveraging Artificial Intelligence (AI) tools to support training delivery, content development, knowledge management, coaching, or employee enablement • Preferred: Experience implementing or supporting AI-enabled learning technologies, digital adoption platforms, or workforce development solutions • Preferred: Familiarity with Generative AI tools and their application within learning and development environments

🏖️ Benefits

• Equal Opportunity Employer • Reasonable accommodations for qualified individuals with disabilities in job application procedures