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Director, Training and Development (Technical Programs) in Woburn, MA at Beacon Health Options

Date Posted: 2/8/2019

Job Snapshot

Job Description

Director, Training and Development (Technical Programs)  

Beacon Health Options is looking for a Director, Training and Development to lead and manage corporate technical trainings for customer-facing business functions (eg. customer service, clinical, claims processing). This role will report to Vice President, Talent Management and Learning and will be responsible for managing a team of trainers.

Director will be responsible for strategy, curriculum design, and managing the effective, well-coordinated delivery of enterprise-wide technical training programs as well as business specific programs. This will include: creating, developing, managing, delivering and monitoring virtual, instructor led and on-the-job training programs; writing and developing training materials, defining and managing training processes and procedures on Beacon’s systems; and facilitation of all technical training programs supporting core business functions.

In this role, you will collaborate with business leaders and SMEs to appropriately plan, coordinate and fulfill all training needs including; assist with changes / business implementations associated with new hire development trainings, compliance requirements, new products, new business, new procedures and technology roll-outs. You will be required to be data driven to continuously assess learning quality, adoption and impact on the business results to ensure program success. 

To be successful in this role you must have experience and knowledge in designing and delivering learning content, using learning technology and tools to deliver trainings to a remote workforce utilizing a variety of online learning methods. Additionally, you should have excellent relationship management skills, organizational change, and consultative experience working with business leaders to identify needs and design solutions that drive business results. 

RESPONSIBILITIES:

Develop Trainings and Curriculum

  • Assists Vice President to develop training strategies to close organizational skill or knowledge gaps while aligning with the organizations goals and mission
  • Collaborate with business leaders, SMEs, other stakeholders to ensure full alignment to meet business requirements, adhere to adult learning principles and sound training design
  • Identify, lead design and delivery of impactful Customer Service, Claims, Clinical and Provider development trainings that improves the competency level across the enterprise, and drives improved performance and productivity of employees and teams  
  • Develop fresh, innovative, cutting edge technical/ functional training curriculum and programs for all Beacon’s core business, customer-facing roles, measure effectiveness and continuously improve
  • Develop role specific training for new hire development, advanced and recurrent training as well as additional development programs to support business priorities and new roll-outs
  • Continuously seek and support new approaches, practices and processes to improve the efficiency and efficacy of training services offered

Coordinate Training Delivery

  • Enable effective virtual ILT delivery of trainings across all Beacon locations, to meet the business requirements and develop employees across organization 
  • Establish processes to lead well-coordinated, strategic and timely delivery of trainings
  • Build trust and credibility with business leaders through regular interaction that is evidenced by feedback and proven working partnerships and results 
  • Design a Train the Trainer strategy to expand delivery programs across locations and increase efficiency
  • Manage utilization of trainers to support regular training schedule and support business requirements 
  • Develops and delivers ROI data on learning solutions against business metrics and the customer experience

Administrative and Technical Writing Requirement

  • Weekly Status Reports / Progress Notes / Feedback to Vice President and organizational management team
  • Complete paperwork, training tracking, training evaluations, weekly status reports
  • Manage and maintain content via intranet and via Learning Management System (Relias)
  • Develop technical documentation for pre and post training reference
  • Manage a SharePoint site (site admin) with training content and documents
  • Create reference materials using the Standards of Technical Writing and Beacon Training Style Guide (train team)  

Manage Team

  • Sets strategies, goals, and manages daily operations and performance of the team
  • Develops, trains, supports Training Managers and all trainers to ensure they have adequate skills and capabilities to deliver results
  • Establish organizational training policies, sets standards governing technical trainings for customer-focused trainings

Other duties as assigned

POSITION REQUIREMENTS:

Education: A minimum of Bachelor’s Degree with at least 5 – 7 years of training and development experience, and at least 3 years of experience as a people manager. Experience in managing customer-facing trainings with proven results is highly desirable.

Licensure: None required

Travel: 20% required

Knowledge, Skills & Abilities: highly skilled and proficient levels of knowledge or ability:

  • Proven ability to implement blended learning solutions and manage training from beginning to end including; assessment, design, development, implement and delivery, coordination, and evaluation
  • Strong knowledge and experience of the end-to-end learning process, i.e. learning needs assessment, program design and delivery, and leaning evaluation and assessment
  • Ability to work successfully in a fast-paced, matrix environment with the need to manage constant change and communicate complex concepts
  • Track record of project management skills and expertise across medium to large scale projects
  • Proven organizational skills with ability to problem solve and manage multiple urgent priorities in parallel
  • Excellent oral and written communication and computer skills
  • Excellent Facilitation Skills including verbal and written communication skills a must
  • Expert creative design skills in MS PowerPoint are required
  • Proven ability to navigate complex situations to identify effective solutions
  • Proven ability to deliver results with high quality, collaborative approach, on time 

TO APPLY

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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled

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