Associate Director, Training and Operational Excellence

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $142.4k - $178k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Natera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🏥 Healthcare

🧬 Biotechnology

⚕️ Healthcare Insurance

Healthcare • Biotechnology • Healthcare Insurance

Natera is a global leader in cell-free DNA testing technology, specializing in non-invasive genetic testing and diagnostics. The company's innovative solutions focus on areas such as prenatal screening, cancer detection, and organ transplant monitoring. By using advanced bioinformatics and DNA analysis, Natera provides healthcare professionals and patients with critical information to make more informed medical decisions.

📋 Description

• Lead enterprise training and process improvement across the Patient Experience organization • Align training initiatives with business objectives, revenue goals, and operational standards • Assess training needs using job analysis, performance data, quality findings, and career pathing • Design scalable training programs using adult learning theory and instructional design methodologies such as ADDIE • Develop curricula, training materials, sales techniques, and conversion strategies • Develop coaching and people-management capabilities of organizational leaders • Build, manage, and develop training managers, instructional designers, and associates • Lead onboarding, induction, and orientation programs • Partner with executives on workforce capability, change management, and organizational readiness • Coordinate with Patient Coordinator/Inside Sales, Medical Billing, Patient Experience, and Quality leaders • Oversee training standards and quality practices for BPO and call center partners • Own the training budget, LMS and vendor spend, and build-vs-buy decisions • Identify operational gaps and roll out standardized processes and SOPs • Drive continuous improvement, change management, and cross-functional problem solving • Measure employee performance, training ROI, program effectiveness, and process inefficiencies • Own and present training and operational excellence KPIs and scorecards to executive leadership • Lead root cause analysis and corrective actions for recurring performance gaps • Own annual and quarterly training and operational excellence roadmaps

🎯 Requirements

• 12+ years of experience with a Bachelor's degree in Education, Business, Organizational Development, Communications, or a related field in training, learning & development, or operational excellence roles, or 8+ years with a Master’s degree • At least 3+ years managing managers or multi-layer teams • Demonstrated experience building and scaling a training function, including hiring and developing training managers and instructional designers • Experience in healthcare, patient services, inside sales, or BPO/contact center environments preferred • Familiarity with instructional design methodologies such as ADDIE and adult learning principles • Experience driving process improvement, standardization, or operational excellence initiatives • Familiarity with Lean, Six Sigma, or CAPA methodologies a plus • Experience owning a training budget and making vendor or build-vs-buy decisions, including LMS platform selection and management • Track record of defining, tracking, and reporting training effectiveness metrics and KPIs to senior leadership • Working knowledge of regulatory and compliance requirements applicable to patient-facing operations, such as HIPAA • Deep working knowledge of adult learning theory, instructional design, curriculum development, LMS platforms, and multi-modal delivery methods • Ability to leverage data analytics, AI, and modern technology • Ability to own a budget, make vendor decisions, and tie investments to business outcomes and OKRs

🏖️ Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and dependents • Free testing for employees and immediate families • Fertility care benefits • Pregnancy and baby bonding leave • 401(k) benefits • Commuter benefits • Employee referral program