Manager, Training & Enablement

Manager, Training & Enablement

• Location:
  
  United States - Remote
• Employment Type:
  
  Full time
• Location Type:
  Remote
• Department:
  Operations, Patient Support

Open Loop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

Open Loop's mission is to bring care anywhere by powering telehealth solutions ient Services supports patients across dozens of client programs through a global agent workforce, including offshore BPO partners — and today that entire training function rests on a single person.
The Manager, Training & Enablement changes that. You'll own the training philosophy, framework, and outcomes for Patient Services: how agents get trained, how fast, and — the piece we're missing today — how we know it worked. This is a build role for someone who thinks in adult-learning and instructional-design terms, not training calendars.

• Own the Patient Services training framework end-to-end — philosophy, curriculum standards, delivery model, and measured outcomes — for both Open Loop and BPO agent populations.
• Design and own the train-the-trainer model across our international BPO partners — the standards, materials, certification, and verification that partner area trainers deliver against, by area (phone, asynchronous queue, and others), so material lands consistently across geographies and cultures without depending on who's in the room.
• Build the quality and reinforcement layer that doesn't exist today: the mechanisms that verify training actually stuck and that agents are applying what they learned, not just completing it.
• Design training for how people actually learn — differentiating across auditory, visual, and written-word learners, and across international learner populations.
• Own training logistics and timelines: ramp curricula for new client launches and program changes, and the documentation agents need on client-specific flows and nuances as new clients come online continuously.
• Build the surge-response playbook — when a client's volume rips and dozens of agents need onboarding on short notice, you own the repeatable mechanism that gets them productive fast, not a one-off scramble.
• Manage and develop the training team, partnering with the existing Training Specialist as the resident subject-matter expert and facilitator while you set the framework, standards, and quality bar.
• Partner with Workforce Management so staffing signals and ramp demand translate into training capacity planning — and measure whether the training moved the metric.
• Collaborate cross-functionally with Clinical and Medical Operations, Clinical Education, Programs, Implementation, and Customer Success to ensure training content is accurate, in-scope, and aligned to how flows are actually built.
• Report on training outcomes — first contact resolution, CSAT, average handle time, and ramp velocity — and recommend improvements based on what the data shows.
• Safeguard HIPAA/PHI and clinical-documentation standards in all training content and delivery.
• Other duties as assigned.

You're an educator by trade who builds the system, not the session — you'd rather design the framework, the launch process, and the feedback loops than personally run the class. You've built training that changed a performance metric and can prove it. You know how to raise the bar on a function without steamrolling the person who's been holding it together.

• 4+ years in training, enablement, or L&D.
• 2+…