Associate Director, Training and Operational Excellence

Role: Associate Director of Training & Operational Excellence in a healthcare-related patient experience setting, focusing on enterprise training strategy, curriculum development, and process improvement. Responsibilities: align training initiatives with business goals, assess training needs, design scalable curricula incorporating adult learning principles and AI tools, lead and develop a high-performing team, manage BPO and internal training standards, identify operational gaps, drive process standardization, embed continuous improvement, and utilize data analytics to measure KPIs related to training effectiveness and patient satisfaction. Requirements: 12+ years of experience (or 8+ with Master's), Bachelor's in Education, Business, or related field; experience in healthcare, patient services, or contact centers preferred; strong background in instructional design (ADDIE), process improvement (Lean, Six Sigma), and training management; vendor and budget management skills; understanding of healthcare compliance (e.g., HIPAA). HighValue: healthcare/patient services, inside sales/support, process excellence, data-driven decision-making, remote work, and leadership of multi-layer teams. Collaboration with senior leadership, cross-functional teams, and external vendors is essential.