Associate Director, Training and Operational Excellence

The Associate Director, Training & Operational Excellence leads the enterprise training and process improvement functions across the Patient Experience organization, partnering with Program Management, Quality, Patient Coordinator (Inside Sales), Patient Billing, and Call Center Operations to align learning strategy and operational standards with business outcomes.

This role owns two connected disciplines: the training function — strategy, team leadership, curriculum design, onboarding, and skill development across internal and BPO teams — and operational excellence — identifying process gaps, driving standardization, and embedding continuous improvement into how the organization learns and operates. Training surfaces where gaps exist; operational excellence ensures the fixes are durable and repeatable.

The Associate Director operates with minimal oversight while building cross-functional consensus, combining independent ownership of results with strong collaboration across peer teams and departments.

Training Strategy & Curriculum Development

● Strategic Alignment: Partner with senior leadership to align all training initiatives with long-term business objectives, revenue goals, and operational standards across the Patient Experience organization.

● Needs Assessment: Collaborate with supervisors and line managers to assess current and future training requirements through job analysis, performance data, quality findings, and career pathing.

● Instructional Design: Apply adult learning theory and instructional design methodologies (e.g., ADDIE) to build training programs that are measurable, scalable, and outcome-driven across all delivery formats — classroom, e-learning, coaching, simulation, and on-the-job.

● Curriculum & Materials: Design individualized and team-wide training plans, including sales techniques and conversion strategies; review, select, and maintain training resources to ensure they are current, accurate, and effective.

● Manager & Leadership Development: Develop the coaching and people-management capabilities of leaders across the organization, not just individual contributors.

● AI Integration: Leverage AI tools to optimize training content creation, automate administrative workflows, and scale modern e-learning experiences.

Team Leadership & Execution

● Team Management & Development: Build, manage, and develop a high-performing team of training managers, instructional designers, and associates. Set clear performance expectations, own performance improvement plans and remediation programs, and ensure coaching and feedback translate into measurable behavior change.

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