Manager, Customer Engagement and Experience Training Delivery

Job Summary

The Manager of Customer Engagement and Experience Training Delivery oversees end-to-end training programs that prepare customer service representatives to deliver excellent, compliant, and accurate support to L.A. Care members across all lines of business. This position manages and leads a team responsible for content creation, new hire onboarding, upskilling, system training, regulatory training, and continuous learning.

The Manager partners with key stakeholders to ensure training supports first call resolution, performance goals, regulatory requirements, and member experience standards.

The Manager manages all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports. Participates and make recommendation on the department's strategic planning and/or long-term decision-making.

Duties

Manages the development, coordination, and delivery of training programs for customer service teams, including new hire onboarding, refresher training, upskilling, cross-training, and product updates. Ensures all training content reflects current health plan benefits, state and federal requirements, contact center scripts, systems, and operational workflows. Oversees the creation of training materials, facilitator guides, job aids, and e-learning modules.

 Manages and leads the Training Specialists. Conducts coaching, performance evaluations, and professional development. Promotes a culture of customer engagement, teamwork, high-quality facilitation, and continuous improvement.

Collaborates with key stakeholders to identify training needs and performance gaps. Participates in business reviews, calibrations, Quality Assurance (QA) trend meetings, and system enhancement discussions. Ensures training supports key metrics such as call quality, first call resolution, accuracy, service levels, compliance, and member satisfaction.

Guarantees that training programs meet Centers for Medicare and Medicaid Services (CMS), state, National Committee for Quality Assurance (NCQA), Health Insurance Portability and Accountability Act (HIPAA), and organizational compliance standards. Partners with Compliance to develop, schedule, and track mandatory trainings on privacy, fraud/waste/abuse (FWA), and regulatory updates. Maintains audit-ready documentation for training content, attendance, and evaluations.

Oversees the design and maintenance of course content using adult learning principles. Updates training materials promptly when system changes, benefit updates, or new regulations occur. Ensures consistency of workflow teaching across trainers and training channels.

Assesses training effectiveness through evaluations, testing, knowledge checks, QA feedback, and post-training performance metrics. Tracks speed-to-competency, new hire performance, and continuous improvement opportunities. Uses data to refine training methods and curriculum.

Oversees use of Learning Management Systems (LMS) platforms, e-learning software, virtual training tools, and contact center simulation technologies. Recommends new tools or enhancements to improve learner customer engagement and training quality. Supports both in-person and virtual training experiences.

Supports initiatives that impact customer service performance, such as Consumer Assessment of Healthcare Providers and Systems (CAHPS) and STARS improvement, member experience efforts, new line-of-business launches, and system rollouts. Serves as a subject matter expert for training in cross-functional project teams.

Manage staff , including, but not limited to: monitoring of day to day activities of staff, monitoring of staff performance, mentoring, training, and cross-training of staff, handling of questions or issues, etc. raised by staff, encourage staff to provide recommendations for relevant process and systems enhancements, among others.

Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval.

Responsible for reporting, budgeting, and policy implementation.

Performs other duties as assigned.

Duties Continued

Education Required

Education Preferred

Experience

Required:

At least 4 years of experience in training delivery and/or instructional design in a customer service and/or contact center operations environment.

At least 3 years of experience leading, supervising and/or managing staff.

Experience leading training teams, projects, initiatives, or cross-functional groups.

Equivalency:  Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.

Preferred:

Managed care plan (Medicaid, Medicare Advantage, Commercial) experience strongly preferred.

Skills

Required:

Strong verbal, written communication and presentation skills.

Excellent facilitation and presentation skills.

Strong interpersonal skills for building relationships, fostering teamwork, and creating a positive work environment. Ability to guide and support team members.

Strong competency in adult learning theory and instructional design.

Strong knowledge and understanding of health plan benefits, contact center service workflows, and regulatory requirements.

Ability to manage multiple training initiatives in a fast-paced environment. Ability to analyze training data and connect it to performance outcomes.

Proficiency MS suite skills. Expert LMS systems, e-learning tools, and virtual training platforms skills.

Strong organizational, project management, and problem-solving skills.

Excellent ability to set clear goals, develop strategic plans to achieve those goals, and inspire others to work towards a shared vision.

Conflict resolution skills with the ability to mediate disputes and resolve conflicts in a fair and constructive manner.

Must have a deep knowledge and understanding of financial principles. Ability and excellent knowledge developing and managing budgets, forecasting future financial outcomes, and making informed decisions about resource allocation.

Demonstrated ability to make informed decisions.

Deep knowledge and understanding of the industry, market dynamics, and organizational operations to identify opportunities and navigate challenges.

Strong knowledge and ability to analyze market trends, anticipate future changes, and develop long-term strategies that align with the company's goals.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information