[Hiring] Manager, Training & Enablement @OpenLoop Health

Role Description

OpenLoop's mission is to bring care anywhere by powering telehealth solutions at scale. Patient 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 OpenLoop 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).
• 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.
• 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.
• 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.
• Manage and develop the training team, partnering with the existing Training Specialist as the resident subject-matter expert and facilitator.
• Partner with Workforce Management so staffing signals and ramp demand translate into training capacity planning.
• 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.

Qualifications

• 4+ years in training, enablement, or L&D.
• 2+ years of people management experience, ideally leading a training or enablement function.
• Demonstrated adult-learning and instructional-design expertise.
• Experience training international learner populations and designing for different learning styles and cultural contexts.
• Proven curriculum design and delivery for front-line/agent populations, including train-the-trainer models.
• Ability to tie training to measurable outcomes (first contact resolution, handle time, quality scores, time-to-productivity).
• Experience building launch or go-live readiness processes.
• Experience building a closed loop between quality assurance and training.
• Experience operating in complex, matrixed, or high-variability environments.
• Strong facilitator and communicator; organized and calm in a fast-changing environment.
• Understands HIPAA/PHI handling and the clinical-documentation bar.

Preferred Qualifications

• Experience working with offshore BPO teams.
• Healthcare, telehealth, or telemedicine background.
• Hands-on with an LMS (Litmos preferred) and knowledge-base tooling (Confluence).
• Familiarity with contact-center and EHR systems (Healthie, Zoho Desk, Amazon Connect).
• Experience standing up training for new client or program launches in a high-growth environment.

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more

Company Description

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.