Operations Training Manager

Responsible for planning, organizing, leading and supervising training activities and deliverables for employees in Claims Operations, Customer Service, Provider Operations, Eligibility and Finance for Western Growers Assurance Trust (WGAT) and Pinnacle Claims Management, Inc. (PCMI). The Manager, Operations Training is responsible for facilitating employee onboarding and training of operations teams and creating/implementing processes and programs to ensure staff and management team is knowledgeable and adheres to the department’s best practices.

This position works closely with all functions across the Operations team to identify needs and opportunities for additional training and development, not just to meet the demands of today, but also the demands of the future. Together with the Operations Team, the Manager, Operations Training is responsible for understanding Operations business needs, making strategic recommendations to enhance organizational performance, bringing learning journeys to life, thus enabling ongoing learning of the Operations team.

This position has three (3) learning and development specialist direct reports and may at times be managing contractors on training projects.

• Bachelor’s degree in Adult Learning, Education, Instructional Design, Organizational Leadership, Communications, Business required. Master’s degree preferred.
• 5-7 years of experience designing learning (including e-learning) and facilitating training in a business environment plus 5+ Years managing a team of direct reports.
• Demonstrated ability to create development plans linked to people/organizational goals.
• Working knowledge of e-learning platforms and instructional practices.
• Sharp analytical skills with experience interpreting complex data for informed decision making.
• Strong people management skills with history of developing and motivating talent.
• High proficiency with Microsoft Office Suite including PowerPoint, Word, Outlook, and Excel
• Superb communication/facilitation skills including interpersonal and influencing skills.
• Strong and engaging presentation and public speaking skills.
• Proven ability to successfully deliver and communicate complex technical training in non-technical language.
• Motivated self-starter with the ability to prioritize, multitask, work under pressure and tight deadlines, work independently and effective problem solver.
• Internet access provided by a cable or fiber provider with 40 MB download and 10 MB upload speeds (Home router with wired Ethernet (wireless connections and hotspots are not permitted).
• A designated room for your office or steps taken to protect company information (e.g., facing computer towards wall, etc.)
• A functioning smoke detector, fire extinguisher, and first aid kit on site.

Exceptional understanding of adult learning theory, ADDIE model and/or Instructional Systems Design (ISD). Formal education in Adult Learning a plus.

• Identify and assess the current and future learning and development needs by identifying knowledge and performance gaps in consultation with department managers, Subject Matter Experts (SMEs), and employees
• Manage the design, development, maintenance, and implementation of learning content, including course content delivery to support the organization's goals and employee's development.
• Develop tools and processes to measure and analyze the effectiveness of learning programs to identify opportunities for continuous improvement with an emphasis on organizational change and business results.
• Collect learner feedback on training content, methods, and delivery and present findings to management team members and executives.
• Develop an effective training strategy by identifying the operations department training needs, testing skill knowledge, assessing resources available to support plan, prioritizing the training needs, setting budget, drafting a training plan, monitor performance and adjusting as needed to meet business needs and drive results.
• Design learning program or individual learning and development plans that address needs and aligns with corporate goals and objectives.
• Evaluate and assess training program effectiveness and develop means for improvement.
• Facilitate virtual and in-person learning content independently and/or in concert with SMEs on procedures, customer services and the use of proprietary software.
• Partner with Subject Matter experts to develop an appropriate training curriculum and programs to meet regulatory…