[Hiring] Director Guide Training and Readiness @Devoted Health

Role Description

Within Member Experience Operations, the Guide Training function prepares Guides to serve our members and keeps them growing throughout their careers at Devoted. That spans new hire onboarding, upskilling into more complex work, role-based training for specialized teams, readiness for each new plan year, and the development that helps Guides move into their next role.

As the Director, you will own this function end to end: its strategy, its operating plan, its budget, its team, and its results. You will build it into three capabilities with clear owners, Learning Design, Training Delivery, and Measurement and Readiness, and lead it through managers. You will be accountable not only for what a Guide can do the day they leave training, but for whether they reach proficiency in their first 90 days.

The population we train grows with the company and concentrates heavily from September through December, and new products and market segments will require capability we do not have yet. This role builds Guide Training into a function that can meet that, and that can prove its effect on member experience with evidence.

Your Responsibilities and Impact will include:

• Function strategy and operating plan: Own a published operating plan for Guide Training with dated commitments and a defensible point of view on how Guides learn this work.
• Readiness and the first 90 days: Own what a Guide can do when they leave training and through day 90.
• Measurement and continuous improvement: Commit to outcome targets and answer for them.
• Prioritization and intake: Run intake across the Guide organization and cross-functional partners.
• Learning design and content architecture: Own curriculum development across technical and soft skills.
• Delivery through peak: Ensure every cohort starts on schedule with a certified facilitator.
• Team leadership and structure: Lead and develop a team of managers and specialists.
• Growth and new scope: Stand up training for new products, market segments, and Guide functions.
• Budget and investment: Own the function budget and headcount plan.

Qualifications

• 8+ years in operational, training, or enablement leadership, including managing managers, preferably in a dynamic, fast-paced environment requiring flexibility and speed.
• Ownership of a function’s plan, budget, and headcount, with accountability for committed outcomes rather than activity measures.
• A track record of building a function or program from an underbuilt state to a measured and predictable one.
• Experience defining and using outcome metrics for learning or operational programs.
• Experience prioritizing against demand that exceeds capacity.
• Strong influence in a matrixed environment.
• Experience in high-volume, high-accuracy member or customer facing operations.
• Fluency using AI tooling to increase a team’s output and sharpen its measurement.
• A habit of transparency: you report what is going well and what is not, and raise risks early.
• A service mindset toward both the members we serve and the Guides you train.

Requirements

• Medicare Advantage, healthcare, or another regulated service environment.
• Contact center or member services operations at scale, including vendor or outsourced populations.
• A good understanding of instructional design principles and modern learning tooling.
• Experience standing up training for a new product, market segment, or line of business.
• Experience building a mentorship or on-the-job coaching program with defined outcomes.

Benefits

• Employer sponsored health, dental and vision plan with low or no premium.
• Generous paid time off.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles.
• Parental leave program.
• 401K program.
• And more....

Company Description

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration.