Global Training & Enablement Manager

Openloop-Health; United States; On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

Flexible PTO

401(k) + Company Match

Life Insurance

Job summary

OpenLoop seeks a Manager of Training & Enablement to own the training philosophy, framework, and outcomes for Patient Services across OpenLoop and partner BPO networks. You will shape curriculum standards, materials, and certification to ensure scalable, high‑quality training globally.

You’ll design train‑the‑trainer programs, verify retention and application, and collaborate with Clinical and Operations to align content with real workflows while safeguarding HIPAA/PHI standards.

Qualifications

• 4+ years in training, enablement, or L&D.
• 2+ years of people management experience, ideally leading a training or enablement function.
• Demonstrated adult-learning and instructional-design expertise — you can speak to methodology, not just materials.
• Experience training international learner populations and designing for different learning styles and cultural contexts.
• Proven curriculum design and delivery for front‑line/agent populations, including train‑the‑trainer models.
• Ability to tie training to measurable outcomes (first contact resolution, handle time, quality scores, time‑to‑productivity) and to build the mechanisms that verify retention post‑training.
• Experience building launch or go‑live readiness processes — defining training prerequisites, certification, and sign‑off before a new client or program goes live.
• Experience building a closed loop between quality assurance and training — using defect and review data to drive curriculum and coaching, and measuring whether it worked.
• Experience operating in complex, matrixed, or high‑variability environments where flows and requirements change frequently.
• Strong facilitator and communicator; organized and calm in a fast‑changing environment.
• Understands HIPAA/PHI handling and the clinical‑documentation bar.

Responsibilities

• Own the Patient Services training framework end-to-end — philosophy, curriculum standards, delivery model, and measured outcomes — for both OpenLoop and BPO agent populations.
• Design and own the train-the-trainer model across international BPO partners — standards, materials, certification, and verification.
• Build the quality and reinforcement layer that verifies training stuck and agents apply what they learned.
• Design training for different learning styles and across international learner populations.
• Own training logistics and timelines: ramp curricula for new client launches and program changes.
• Build the surge‑response playbook for onboarding many agents on short notice.
• Manage and develop the training team, partnering with the Training Specialist.
• Partner with Workforce Management to translate staffing signals into training capacity planning.
• Collaborate cross‑functionally with Clinical, Medical Operations, Education, Programs, Implementation, and Customer Success.
• Report on training outcomes — CSAT, FCR, handle time, ramp velocity — and suggest data‑driven improvements.
• Safeguard HIPAA/PHI and clinical documentation standards in all training content and delivery.
• Other duties as assigned.

Skills

Adult learning principles

Instructional design

Training program management

Cross-cultural training

LMS experience

Facilitation & communication

HIPAA/PHI knowledge

Tools

Litmos LMS

Confluence

Healthie

Zoho Desk

Amazon Connect

Job description

OpenLoop seeks a Manager of Training & Enablement to own the training philosophy, framework, and outcomes for Patient Services across OpenLoop and partner BPO networks. You will shape curriculum standards, materials, and certification to ensure scalable, high‑quality training globally.

You’ll design train‑the‑trainer programs, verify retention and application, and collaborate with Clinical and Operations to align content with real workflows while safeguarding HIPAA/PHI standards.