[Hiring] Director, Training and Enablement @Arcadia

Role Description

The Director of Training & Enablement is responsible for shaping how customers, partners, and employees learn, adopt, and drive outcome improvement through the Arcadia platform. This role operates as the highest-level authority for product and domain training strategy and education at Arcadia, driving programmatic rigor, influencing go-to-market strategy impacting both sales and existing customer experience, and ensuring enablement directly supports customer onboarding outcomes, product adoption, and measurable performance results.

This individual will lead Arcadia’s most complex training initiatives including new product education, serve as a strategic partner to executive stakeholders across Product, Customer Success, Growth and clinical leadership, and elevate enablement standards across the organization.

Given the breadth of the role — spanning new customer onboarding, asynchronous learning infrastructure, product release readiness, internal team enablement, and certification programs — this position requires deep health IT domain expertise including:

• Value-Based Care knowledge
• Instructional design acumen
• Strong operational discipline
• The ability to build and lead in a high-growth environment

Reporting directly to the Chief Medical Officer, this role will lead education and be responsible for customer, partner and employee product competency.

What Success Looks Like

• In 3 months:
  • Develop a deep understanding of the Arcadia platform, product roadmap, and existing training assets and gaps
  • Establish relationships and credibility with key stakeholders across Product, Growth, Customer Success and Implementation
  • Complete an audit of current customer onboarding and training programs, identify product training gaps, inventory educational delivery modes and deliver a prioritized enablement roadmap
  • Define KPI’s for the Learning and Enablement area
  • Begin embedding into the product release cycle to deliver training readiness
• In 6 months:
  • Launch a new customer onboarding curriculum, with role-based learning paths for key user personas including the customer executive, quality lead, coding and documentation lead, care manager, and clinician user
  • Drive measured improvement in asynchronous content quality, Learning Management System (LMS) engagement, and training completion rates
  • Deliver training content concurrent with launch for at least one major product release
  • Establish the Learning and Management function as a trusted partner to Customer Success on training-related barriers to adoption and customer health
• In 12 months:
  • Be recognized as the internal and external authority on Arcadia platform enablement and user activation
  • Oversee continued growth of the Arcadia Certified Professional program as a necessary credential for external users
  • Demonstrate measurable impact on onboarding customers’ time-to-value reflected in platform adoption metrics
  • Have built a durable, scalable training infrastructure consisting of an accessible content library and release readiness process
  • Build and develop a high-performing team of 1–3 direct reports with clear roles and growth trajectories

What You'll Be Doing

• Customer Onboarding & User Education:
  • Design and own the end-to-end user onboarding experience for new Arcadia customers, from initial platform orientation through sustained adoption milestones
  • Develop role-based curricula for distinct user personas: clinical staff, care managers, payer analysts, health system administrators, and executive stakeholders
  • Partner with Implementation and Customer Success to align training delivery with go-live timelines and post-launch success metrics
  • Build and own Arcadia’s certification programs, including the Arcadia Certified Professional pathway, expanding credentialing across customer and internal audiences
  • Coordinate training delivery at customer-facing events including Arcadia’s annual Aggregate conference
• Asynchronous Learning & Content Development:
  • Lead development of a scalable library of asynchronous learning materials: video tutorials, interactive walkthroughs, knowledge base articles, and role-based learning paths
  • Own the Learning Management System strategy and administration — platform optimization, content architecture, learner experience, and reporting on engagement and completion
  • Apply instructional design best practices to translate complex healthcare data workflows into clear, durable learning content
  • Establish version control and content lifecycle governance to keep materials current through rapid product iteration
• Product Partnership & Feature Release Readiness:
  • Serve as the training and enablement lead embedded in the product release cycle, participating in roadmap reviews and LA-to-GA readiness processes
  • Coordinate end-user V&V testing and develop feature enablement content deployed concurrent with or ahead of customer-facing launches
  • Develop deep, hands-on functional knowledge of the Arcadia platform across data ingestion, population health analytics, quality reporting, and Arcadia Vista
• Domain Fluency & Workflow Intelligence:
  • Stay current on the value-based care landscape — CMS programs (MSSP, ACO REACH, LEAD, ACCESS, Medicare Advantage), quality reporting programs, and payer/provider dynamics — so training content reflects real customer use cases
  • Demonstrate deeply credible understanding of customer clinical and operational workflows, including how users interact with EHRs, care management tools, and other third-party systems alongside Arcadia
  • Conduct user research and workflow shadowing to continuously ground training design in real-world context and surface product feedback
• Internal Enablement:
  • Build and deliver internal enablement programs that keep Arcadia’s customer-facing teams current on platform capabilities, new products, and the evolving VBC landscape
  • Develop onboarding programs for new hires in Customer Success, Implementation, and other operational roles, applying the Arcadia Certified Profession designation and ensuring fast time-to-productivity
  • Support continuing education across the broader operations organization
• Team Leadership & Operations:
  • Hire, develop, and manage a small team of instructional designers and/or training specialists (1–3 direct reports, with runway to grow)
  • Define and track KPIs across training engagement, completion rates, certification attainment, and correlation to customer adoption and retention
  • Build scalable operational processes for training content production, review, approval, and deprecation

Qualifications

• 10+ years of experience in training, customer education, or enablement roles, with at least 5 years in enterprise health IT or SaaS healthcare platforms
• Proven dual track record in both internal team enablement (onboarding and continuing education for large CS or operations organizations) and external customer training programs
• Health IT platform depth: direct experience with clinical or analytics software in the payer or provider space (e.g., EHR platforms, population health tools, care management systems, analytics platforms)
• Value-based care fluency: working knowledge of VBC models, CMS quality programs, MSSP/ACO structures, and the clinical and financial workflows that drive customer use cases at Arcadia
• Instructional design expertise: demonstrated ability to build asynchronous learning content using modern authoring tools (Articulate, Camtasia, or equivalent) and administer LMS platforms at scale
• Release management experience: familiarity with Limited Availability-to-General Availability readiness processes, end-user Verification & Validation testing, and coordinating training delivery alongside product launches
• Operational discipline: a track record of building and running programs with rigor — governance, KPIs, process documentation, and continuous improvement
• Player-coach leadership: comfortable setting strategy and personally executing while building and developing a small team
• Communication range: able to tailor content and messaging for clinical, analytical, operational, and executive audiences

Would Love for You to Have

• Background in clinical informatics, health services, or direct clinical practice
• Experience running large-scale customer training events or user group conferences (e.g., Training Day programming at a multi-day customer conference)
• Familiarity with SCORM/xAPI standards and enterprise LMS administration
• Experience at a high-growth health IT company navigating rapid product expansion
• Experience using AI tools to enhance content development, learning personalization, or training workflow efficiency

Benefits

• Opportunity to shape impactful training programs in a rapidly evolving healthcare environment
• Engagement with cross-functional teams in a mission-driven company transforming healthcare
• Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care
• A flexible, remote friendly company with personality and heart
• Employee driven programs and initiatives for personal and professional development
• Become a member of the talented, energized, diverse and purpose-driven Arcadian Community
• $150,000 - $200,000 a year