Customer Care Training Manager

“Improving the lives of those with chronic care diseases while providing solutions to our customers.”

Looking for a new opportunity? At Super Care Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

Who We Are:

Super Care Health is the leading post-acute, in-home respiratory care provider in the Western U.S., serving the healthcare needs of our ever-growing patient population for over 50 years. We specialize in respiratory and chronic disease management, delivering innovative solutions that enhance the quality of life for our patients. Our commitment to clinical excellence and operational integrity has made us a trusted partner for healthcare providers nationwide.

What We’re Looking For:

The Customer Care Training Manager is responsible for leading the strategy, design, development, implementation, and continuous improvement of all training and education programs supporting Super Care Health’s Customer Care organization. This role serves as the primary owner of the Customer Care training ecosystem, ensuring team members possess the knowledge, skills, and competencies necessary to deliver exceptional patient, referral source, and customer experiences.

Reporting directly to the Vice President of Customer Experience, the Customer Care Training Manager partners closely with operational leaders, Quality Assurance, Compliance, Revenue Cycle, Clinical Operations, and Subject Matter Experts (SMEs) to develop and maintain comprehensive onboarding, role-based, continuing education, systems, process, and leadership development programs. They lead the Customer Care Trainers of each respective vertical and ensure the effective deployment of their trainings.

This position is responsible for the full training lifecycle, including needs assessment, curriculum development, facilitation strategy, SME deployment, learning management administration, performance measurement, and ongoing optimization of learning programs that drive employee effectiveness, quality outcomes, patient satisfaction, and operational excellence.

• Develop and execute the Customer Care training strategy aligned with organizational goals, customer experience objectives, and operational priorities.
• Establish and maintain a comprehensive learning framework that supports onboarding, new hire development, continuing education, cross-training, career progression, and leadership readiness.
• Serve as the primary advisor to Customer Experience leadership regarding training effectiveness, workforce readiness, and learning opportunities.
• Build annual training roadmaps and development plans to support departmental growth, operational changes, and strategic initiatives.
• Lead training governance processes to ensure consistency, scalability, and alignment across all Customer Care functions.

• Design, develop, implement, and continuously improve training materials, including facilitator guides, participant materials, eLearning modules, assessments, job aids, process documentation, reference tools, and performance support resources with Customer Care Trainers in each team.
• Ensure all training content remains current with company policies, regulatory requirements, workflows, technology platforms, and customer service standards.
• Translate complex operational processes into engaging and effective learning experiences.
• Develop role-specific learning pathways and competency models for Customer Care positions.
• Create certification and proficiency programs to validate employee readiness and ongoing competency.

• Lead the team of trainers that delivers and facilitates training programs for Customer Care team members and leaders.
• Identify, develop, coach, and deploy Subject Matter Experts (SMEs) to support specialized training initiatives.
• Establish standards, expectations, and facilitation best practices for all trainers and SMEs participating in training delivery.
• Coordinate training schedules, resources, and…