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OpenLoop is a telehealth platform that powers virtual care delivery at scale across all 50 US states. The Manager, Training & Enablement role owns the complete training function for Patient Services, a global agent workforce including offshore BPO partners. Currently, training rests on a single person; this is a build role to establish a scalable, outcomes-driven training system.
Key responsibilities include: designing the Patient Services training framework (philosophy, curriculum standards, delivery model, measured outcomes) for both OpenLoop and BPO agent populations; building and owning a train-the-trainer model across international BPO partners with standardized materials, certification, and verification; creating a quality and reinforcement layer to verify training retention and application; designing training for diverse learning styles (auditory, visual, written) and international learner populations; managing training logistics and timelines for new client launches and program changes; building surge-response playbooks for rapid agent onboarding during volume spikes; managing and developing the training team (partnering with existing Training Specialist); collaborating with Workforce Management on capacity planning; working cross-functionally with Clinical, Medical Operations, Programs, Implementation, and Customer Success to ensure accuracy and alignment; reporting on training outcomes (first contact resolution, CSAT, average handle time, ramp velocity) and recommending improvements; and safeguarding HIPAA/PHI and clinical-documentation standards.
Required: 4+ years in training, enablement, or L&D; 2+ years people management (ideally leading training/enablement); demonstrated adult-learning and instructional-design expertise; experience training international populations and designing for different learning styles and cultural contexts; proven curriculum design for front-line/agent populations including train-the-trainer models; ability to tie training to measurable outcomes and build verification mechanisms; experience with launch/go-live readiness processes; experience building closed loops between QA and training; ability to operate in complex, matrixed, high-variability environments; strong facilitation and communication skills; understanding of HIPAA/PHI handling and clinical-documentation standards.
Preferred: experience with offshore BPO teams, healthcare/telehealth background, hands-on LMS experience (Litmos), knowledge-base tooling (Confluence), contact-center and EHR systems (Healthie, Zoho Desk, Amazon Connect), experience launching training in high-growth environments.
