Director of Workflow and Training Services

Director of Workflow, Application, and Training Services

Newburgh, IN 47630, USA

Posted Tuesday, February 17, 2026 at 6:00 AM

South Western Communications
South Western Communications, SWC, is one trusted source for communication, physical security and life safety solutions to meet the needs of Healthcare, Education, Detention and Commercial customers. We utilize a consultative approach to conduct an in-depth needs analysis, enabling our customers to fulfill their mission critical processes. We continuously research and select only the best-in class product collection. We utilize these products to create an integrated solution with your goals and needs in mind, ensuring satisfaction and flawless integration.

At SWC, we strive to exceed your expectations and invest the time and resources into every job because we care about our customers.

Title: Director of Workflow, Application, and Training Services
Reports To: Vice President of Quality and Customer Experience
Class: Full-Time
Type: Salaried, Exempt

Position Summary
The Director of Workflow, Application, and Training Services provides strategic and operational leadership for consultative service delivery across Healthcare, Education, and Business-to-Business (B2B) environments. This role ensures high-quality execution of project-based and recurring service contracts, tailoring solutions to each market’s unique needs, including regulatory compliance, safety, and stakeholder engagement. The Director champions client‑centric solutions, process excellence, and continuous improvement to drive measurable outcomes and lasting value.

Key Responsibilities

• Oversee the end-to-end delivery of consultative services for project-based work and recurring contracts, customizing engagement models to fit each vertical:
• Healthcare:
  Ensure focus on patient safety, operational efficiency, and clinical outcomes.
• Education:
  
  Support safety and security solutions that enhance physical protection for students, staff, and assets. Oversee the development and delivery of services for technology deployment needs assessments (e.g., access control, communication, surveillance, and emergency response systems) and training programs focused on application usage.
• B2B:
  Enable teams to engage business clients to optimize operations, integrate technologies, and achieve strategic goals through tailored workflow and application solutions.
• Ensure all projects and contracts deliver measurable organizational value.
• Supervise the initiation, planning, execution, and project deliverables from the department’s teams, ensuring alignment with vertical-specific objectives:
• Healthcare:
  Customized workflow design, workflow optimizations, and clinical training.
• Education:
  
  End‑user training for technology deployments
• Develop a program to lead safety and security initiatives such as risk assessments, school safety audits, deployment of security technologies, and emergency preparedness training. Ensure compliance with local, state, and federal regulations.
• B2B:
  Lead technology deployments, process automation, and client training programs.
• Oversee departmental deliverables for recurring service contracts, monitor performance against SLAs, and drive renewal and expansion opportunities for each market.
• Serve as a trusted advisor for clients in each vertical, maintaining proactive communication and ensuring satisfaction.
• Conduct regular reviews with healthcare providers, educational leaders, and business clients to assess service quality and evolving needs.
• For education clients, develop teams to engage with school administrators, security officers, and IT staff to ensure solutions address current threats and best practices.
• Establish and maintain vertical-specific process standards for service delivery, documentation, and knowledge transfer.
• Implement rigorous quality assurance and continuous improvement programs, ensuring compliance, efficiency, and client satisfaction.
• Develop and monitor KPIs relevant to each market
• Oversee resource planning and workload balancing across project and contract teams, ensuring expertise and coverage for each vertical.
• Review and approve labor forecasts and capacity plans,…