Manager, Service Line Training

SUMMARY:

Reporting to the Director of Talent Development, the Training Manager, Service Lines is responsible for building, enhancing and executing functional training for new and tenured teammates across all Aspirion lines of service and associated technology systems. This role partners closely with People Team leaders and Operations leaders to deliver effective, performance-based learning experiences that accelerate time to proficiency and support business outcomes. The Training Manager will also support the evolution of training strategy toward scalable, technology-enabled learning, including simulation-based, self-paced, and automated training solutions.

DUTIES AND RESPONSIBILIITES:

The following list reflects essential duties and responsibilities and is not exhaustive. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership & Development

• Consistently demonstrates a high level of professionalism
• Oversees performance of Instructors, including workload planning, scheduling, assignments, coaching, and professional development
• Manages timekeeping, scheduling, and development planning for the team of Instructors
• Leads through influence, handles conflict constructively, and facilitates challenging conversations when needed
• Builds instructor capability in facilitating simulation-based and technology-enabled learning environments versus traditional classroom delivery

Learning Program Delivery

• Coordinates and oversees delivery of service-line training to new hires, as well as the training of system updates and technological advancements for existing teammates
• Partners with Instructors to develop and refine delivery plans, agendas, activities, simulations, and skill checks in a hybrid learning environment
• Implements simulation-based training experiences that replicate real workflows, systems, and decision-making scenarios
• Develops modular, self-paced learning paths that allow learners to progress based on demonstrated mastery rather than fixed timelines
• Integrates adaptive learning approaches to personalize training based on learner performance, speed, and proficiency
• Embeds real-time skill validation and scenario-based assessments within training to ensure readiness for production environments
• Partners with Operations to mirror production workflows within training environments, ensuring high transfer of learning
• Provides direct support to instructors when facilitating 1:1 coaching for individuals not meeting performance standards
• Monitors day-to-day progress of learning programs to ensure accountability, consistency, and effectiveness

Measurement, Evaluation & Continuous Improvement

• Conducts post-training evaluations and provides actionable feedback to instructors
• Establishes and tracks key training effectiveness metrics including time to proficiency, speed to productivity, quality at release, and early tenure performance
• Uses data and learner analytics to continuously refine training paths, identifying opportunities to accelerate high performers and support those needing additional reinforcement
• Ensures learner readiness upon release from training, validated through skill checks and post-training productivity and quality indicators
• Partners with Operations and other stakeholders to review training outcomes and recommend improvements
• Facilitates recurring training calibration sessions with Operations leadership
• Identifies and drives opportunities to streamline and improve training delivery, development processes, and learner experience
• Stays abreast of and introduces training technology solutions
• Partners with Operations to correlate training performance with downstream productivity, quality, and throughput metrics

Stakeholder Partnership

• Collaborates with HR and Talent Acquisition to plan for forecasted hiring volumes and training demand
• Participates in learning intake processes to assess organizational learning needs and recommend appropriate learning solutions
• Works cross-functionally to ensure alignment between learning programs and operational priorities
• Actively participates in Talent Development and People Team meetings, retreats, and planning sessions
• Partners with Technology, Product, and AI teams to identify and implement simulation tools, automation, and training platforms that enhance learning effectiveness

COMPETENCIES

• Experience designing or implementing simulation-based or scenario-based training programs
• Expertise in adult learning theory and corporate education practices
• Knowledge of adaptive learning, self-paced learning design, and modern instructional technologies
• Strong data orientation with ability to translate training metrics into actionable insights tied to business outcomes
• Experience leveraging learning technologies to scale training delivery
• Strong interpersonal, written, and verbal communication skills
• Proven leadership, coaching, and mentoring capabilities
• Experience with learning assessment standards and methodology
• Effective delegation and prioritization skills
• Strong analytical and problem-solving skills
• Ability to operate effectively in a fast-paced, evolving environment with frequent updates needed for critical systems training
• Experience with Learning Management Systems
• Expertise with Microsoft Office Suite

EDUCATION AND EXPERIENCE QUALIFICATIONS:

• Bachelor's degree, or 3-5 years of progressive leadership experience (required)
• 5-7 years’ experience delivering training in a corporate environment (required)
• 1-3+ years’ experience developing curriculum, instructional content, and/or job aids (required)
• Experience building or transforming training programs toward self-paced, simulation-based, or technology-enabled models
• Experience using data and analytics to drive improvements in time to proficiency and training effectiveness
• Experience supporting operational or performance-driven training environments, leveraging cutting edge technologies (preferred)
• Experience in Medical Revenue Cycle Management (preferred)
• CPTD Certified Professional in Talent Development Certification or other accredited training certification (preferred)