Associate Director, Training and Operational Excellence in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Associate Director, Training and Operational Excellence based in United States.

The Associate Director, Training & Operational Excellence leads enterprise-wide training and process improvement across the Patient Experience organization. This role combines learning strategy, team leadership, curriculum development, and operational excellence to drive measurable business outcomes. You will build scalable training programs for internal and BPO teams while strengthening onboarding, coaching, and leadership development. The position also identifies process gaps and establishes standardized, repeatable ways of working that improve performance and the patient experience. Working closely with senior leaders and cross-functional teams, you will translate data and quality insights into sustainable improvements. The role offers significant autonomy and influence in a fast-paced, highly collaborative environment

• Develop and execute an enterprise training strategy aligned with business objectives, revenue goals, operational standards, and organizational priorities.
• Assess current and future learning needs using job analysis, performance data, quality findings, career paths, and input from supervisors and managers.
• Design scalable, measurable training programs using adult learning principles and instructional design methodologies such as ADDIE across classroom, e-learning, coaching, simulation, and on-the-job formats.
• Build and maintain individualized and team-wide curricula covering role-specific capabilities, sales techniques, conversion strategies, leadership development, and other critical skills.
• Lead and develop a high-performing team of training managers, instructional designers, and associates, establishing clear expectations, coaching practices, performance improvement plans, and measurable development outcomes.
• Lead onboarding and orientation programs that prepare new hires effectively and help them reach productivity benchmarks within expected timelines.
• Partner with executive and cross-functional leaders on workforce capability, change management, organizational readiness, and competing operational priorities.
• Extend training standards and quality practices across BPO and call center partners to maintain consistency between internal and outsourced teams.
• Own the training budget, LMS and vendor spend, and build-versus-buy decisions for learning tools, platforms, and content.
• Identify operational gaps, inefficiencies, and inconsistencies through data analysis and workflow reviews, and lead the development and implementation of standardized processes and SOPs.
• Embed continuous improvement practices by partnering with Quality, Program Management, and operations leaders to convert findings into durable process changes rather than one-time fixes.
• Lead change management activities by ensuring appropriate training, communication, adoption, and post-implementation measurement are in place for process and system changes.
• Resolve escalated performance and process issues while adapting training and operational standards as business conditions evolve.
• Track training effectiveness, employee performance, training ROI, process efficiency, and patient experience indicators through data-driven analysis.
• Own and present executive scorecards covering completion rates, time-to-proficiency, quality assurance, sales conversion, process compliance, patient satisfaction, and other key performance indicators.
• Partner with Quality on root cause analysis and corrective actions for recurring performance gaps, ensuring findings lead to both training improvements and upstream process corrections.
• Own the annual and quarterly training and operational excellence roadmap, connecting investment and headcount decisions to organizational objectives and operational goals.
• Stay current on learning and development trends, operational excellence methodologies such as Lean and Six Sigma, AI-enabled learning technologies, and developments affecting healthcare and regulated service environments.

• Bring 12+ years of relevant experience with a bachelor's degree in Education, Business, Organizational Development, Communications, or a related field, or 8+ years of experience with a master's degree, including at least 3+ years managing managers or multi-layer teams.
• Demonstrate experience building and scaling a training function, including hiring, developing, and managing training managers and instructional designers.
• Have experience in healthcare, patient services, inside sales, BPO, or contact center environments, preferably within patient-facing operations.
• Possess strong knowledge of adult learning principles, instructional design methodologies such as ADDIE, curriculum development, LMS platforms, and multimodal training delivery.
• Demonstrate experience leading process improvement, standardization, or operational excellence initiatives, with Lean, Six Sigma, or CAPA knowledge considered an advantage.
• Have experience managing training budgets, LMS platforms, vendors, and build-versus-buy decisions.
• Demonstrate a track record of defining, measuring, and presenting training effectiveness metrics and operational KPIs to senior leadership.
• Possess working knowledge of regulatory and compliance requirements relevant to patient-facing operations, including HIPAA.
• Demonstrate strong leadership and team-development skills, including the ability to build, structure, scale, and manage performance across a function.
• Operate effectively with minimal oversight, taking end-to-end ownership of outcomes while balancing multiple priorities in a fast-paced environment.
• Bring strong analytical and technology skills, including the ability to leverage data analytics, AI, and modern technology to improve learning programs, measure ROI, identify trends, and provide actionable insights.
• Demonstrate strategic and business acumen, with the ability to establish priorities, manage budgets, make vendor decisions, and connect investments to business outcomes and organizational goals.
• Bring a patient-centric mindset and a commitment to service excellence, with the ability to develop teams that deliver both high-quality patient experiences and effective inside sales and conversion outcomes.

• The remote U.S. position offers a salary range of $142,400–$178,000 USD, with actual compensation determined by factors including skills, experience, certifications, and location.
• Eligible employees and their dependents receive comprehensive medical, dental, vision, life, and disability coverage.
• Employees and their immediate families receive free testing, along with access to fertility care benefits.
• Benefits include pregnancy and baby bonding leave, 401(k) benefits, commuter benefits, and additional employee programs.
• The role is designed for a remote office environment, with flexibility to support training rollouts or critical business needs outside normal working hours when required.
• The position provides the opportunity to lead enterprise-level training and operational excellence initiatives with significant cross-functional and executive-level exposure.