AI-Driven Customer Care Training Lead

irhythmtech; EE. UU.; Presencial; USD 90.000 - 140.000; Jornada completa

Descripción de la vacante

iRhythm is seeking a Manager, Customer Care Training & Delivery to lead onboarding, continuing education, systems training, and AI-enabled learning initiatives for a high-volume, regulated support environment.

You will partner with Operations, Quality, Workforce Management, Compliance, and other teams to align training with performance metrics, quality standards, and product updates, driving employee readiness and adoption.

Responsabilidades

• Lead the 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 to meet operational needs.
• Ensure training programs are delivered consistently, reflect established curriculum and procedures, and remain aligned to business requirements, quality standards, compliance expectations, and approved operational changes.
• Support updates to training materials based on changes to processes, systems, products, policies, and procedures.
• Partner with stakeholders, subject matter experts, and business partners to obtain information needed to maintain accurate training content.
• Review participant and stakeholder feedback to recommend improvements to training materials and delivery on a regular basis.
• 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.
• Support evaluation, implementation, and adoption of approved AI-enabled learning solutions in partnership with business, compliance, privacy, and technology stakeholders.

Descripción del empleo

iRhythm is seeking a Manager, Customer Care Training & Delivery to lead onboarding, continuing education, systems training, and AI-enabled learning initiatives for a high-volume, regulated support environment.

You will partner with Operations, Quality, Workforce Management, Compliance, and other teams to align training with performance metrics, quality standards, and product updates, driving employee readiness and adoption.