Training Manager, Customer Experience
ABOUT TOMORROW HEALTH
Tomorrow Health enables exceptional healthcare for patients and their families in the place they want to be most — home. At Tomorrow Heath, we build technology that rewires the way home-based care is ordered, delivered, and paid for. Tomorrow Health connects patients, providers, health plans, and home-based care suppliers, to ensure patients receive the correct and timely care they need to remain healthy at home.
We believe in putting patients first, that many perspectives are stronger than one, and in treating those we serve just as we would our own family members. We hope you’ll join us if you’re passionate about improving healthcare delivery, leveraging technology to help people, and working in a collaborative, diverse environment.
THE TEAM
Tomorrow Health’s Customer Experience team is responsible for the full successful end to end order experience for all Tomorrow Health stakeholders, including patients, caregivers, providers, and DME suppliers. The Customer Experience team consists of our care team, who ensures orders are processed from end to end, and our customer success team, who is responsible for handling all inbound inquiries from providers, suppliers, and other clients via phone, fax, and email.
THE ROLE
We are currently looking for a Training and Content Manager who will be the owner and facilitator of our Operations onboarding program and ongoing training. Reporting to the Director of Customer Experience, this person will strive for a best in class patient experience by equipping Operations team members with the training and resources they need to thrive in their daily functions.
RESPONSIBILITIES
With support from the Training Specialist, here are some examples of work you will take on over the next 3-9 months:
- Create and implement a structured and engaging Customer Experience onboarding program, focusing heavily on deep content understanding and systems fluency
- Spearhead an ongoing training program that both prepares for new implementations and product launches, targets areas of improvement, and fosters talent development
- Design an intuitive content management system for tracking our SOPs and job aids, including the maintenance of our knowledge management tool
- Own the communication systems for Customer Experience, Product, and Tech, relaying updates, reminders, and training plans to internal and external stakeholders
- Build a deep understanding of how our systems work, helping to own and improve our current workflows and processes
- Integrate data and reporting into our training and content management programs, to make informed decisions and measure success
- In partnership with Managers, Team Leads, and Operations Specialists, you will participate in a quality improvement program that ensures we are achieving our goals
- View our stakeholder experience as a measure of our success, building best practices and closing performance gaps
- Build trusted, collaborative relationships with Customer Experience team members to continually listen and learn from one another
- Be responsible for critical KPIs including: speed to productivity, knowledge management utilization, and classroom engagement
REQUIREMENTS
- You have 4+ years experience in training and/or learning and development roles, preferably in growth stage technology or digital health startups
- You have 2+ years experience working with Salesforce or other CRMs and managing knowledge bases
- You have experience building agile training activities that reinforce learnings and accommodate various learning styles, and optimized for remote learning settings
- You are an impeccable communicator, both verbally and written, crafting messages for specific audiences and being selective over the appropriate channel
- You have experience equipping other trainers and sharing your knowledge (train the trainer)
- You leverage data to make informed decisions
- You have a track record of fostering a culture of learning and development
- You understand the connection between effective training and excellent customer service, as well as business success
- You strive for operational excellence and know that there is always room to do better
BENEFITS
- 100% employer-paid medical, dental and vision benefits
- HSA and FSA (Dependent Care and Commuter)
- Fully covered membership in One Medical for on-demand primary care, and Teladoc for 24/7 virtual care
- 12 weeks of paid parental leave for all caregivers
- Free mental health support with BetterUp through CONCERN EAP
- Short-term, and long-term disability plan availability
- Company-sponsored Life and AD&D insurance
- Educational reimbursement
- Monthly wellness stipend
- Commuter Benefits
- Competitive salary and meaningful equity
- Access to Vanguard 401k plan
- Unlimited vacation and 11 corporate holidays
- Thoughtfully curated monthly hosted events including social events, learning sessions, and wellness sessions
- Personal and professional anniversary gifts
- Annual company summit in NYC
- Investor network support
Salary range for this position: $120,000 to $130,000/yr, depending on experience and qualifications
Learn more about our core values and working with us on our careers page!
Tomorrow Health is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.