Manager, Customer Care Training – Delivery

iRhythm Technologies, Inc.

. Lead planning, coordination, and delivery of Customer Care onboarding, role-based training, continuing education, systems training, refresher training, and change-readiness learning programs .

Posted 10/19/2026full-timeRemote • United StatesMid-LevelSenior💰 $103,000 - $134,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in training program development and delivery, utilizing adult learning principles and technology-enabled learning solutions. Capable of analyzing training data to identify needs and improve employee performance in customer care environments.

Highest-signal resume keywords

Training Program DevelopmentAdult Learning PrinciplesLearning Management SystemsAI-Enabled Learning TechnologiesCoaching and Facilitation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training Material DevelopmentTraining Assessment MethodsPerformance AnalysisKnowledge ManagementDigital Learning Tools

Soft Skills

Strong CommunicationOrganizationCollaborationProblem-SolvingTeamwork

Tools & Technologies

SalesforceTraining PlatformsDigital Adoption PlatformsAI ToolsKnowledge Management Platforms

Industry Keywords

Customer Care OperationsHealthcare OperationsContact CenterRegulated IndustryContinuous Improvement

About the role

Key responsibilities & impact

Lead planning, coordination, and delivery of Customer Care onboarding, role-based training, continuing education, systems training, refresher training, and change-readiness learning programs
Manage training schedules, facilitator assignments, learner communications, classroom or virtual learning logistics, and team coverage
Ensure training programs are consistent, current, measurable, and aligned with business requirements, quality standards, compliance expectations, and operational changes
Update training materials based on changes to processes, systems, products, policies, and procedures
Partner with stakeholders, subject matter experts, and business partners to maintain accurate training content
Facilitate training or provide coverage as needed
Use approved AI and digital learning tools to improve content development, learner engagement, knowledge reinforcement, and scalable training delivery
Monitor learner attendance, completion, assessment results, proficiency progress, quality trends, and readiness indicators
Coordinate knowledge checks, assessments, practice activities, and learner-readiness evaluation
Identify knowledge, skill, process, and adoption gaps and translate them into training reinforcement plans
Coach trainers regarding facilitation and training delivery
Track training metrics, summarize trends, and provide updates and recommendations to Customer Care leadership
Support employees transitioning from training to production through reinforcement, coaching, job aids, and readiness feedback loops
Develop and coordinate training plans for new or updated processes, systems, products, policies, procedures, workflows, and technology-enabled ways of working
Support adoption of new tools, processes, and workflows through training, job aids, coaching resources, and reinforcement activities
Ensure training complies with company policies, procedures, quality requirements, and applicable regulatory requirements
Maintain training documentation and records and coordinate required reviews and approvals
Support training-related activities associated with audits or inspections
Manage, coach, and develop Training & Development Specialists
Establish team priorities, assign work, monitor progress, remove barriers, and ensure deliverables are completed
Provide feedback, coaching, and performance management for direct reports
Develop trainer capabilities in facilitation, instructional delivery, learning technology, content development, AI tools, and digital learning technologies
Promote teamwork, accountability, continuous improvement, and customer focus

Requirements

What you’ll need

Bachelor's degree or equivalent combination of education and relevant experience
4+ years of experience in training, learning and development, customer care operations, or a related field
1+ year of experience leading, supervising, coaching, or training
Experience delivering or supporting training programs in an operational environment such as Customer Care, contact centers, patient support, healthcare operations, or a similar service environment
Working knowledge of adult learning principles, facilitation, coaching, and training assessment methods
Experience developing or updating training materials, job aids, or other learning resources
Ability to coordinate multiple training activities, schedules, and priorities
Ability to use training results, employee feedback, and operational information to identify training needs and recommend improvements
Experience utilizing technology-enabled learning solutions, training platforms, or digital tools to support employee development and performance improvement
Ability to analyze performance and training data to identify trends and recommend learning solutions
Strong communication, organization, collaboration, and problem-solving skills
Experience using learning management systems, training technologies, or similar tools
Preferred: Experience in healthcare, medical device, life sciences, or another regulated industry
Preferred: Experience supporting training within a contact center or customer support environment
Preferred: Experience supporting remote or geographically distributed employees
Preferred: Experience with scenario-based or proficiency-based training and assessment
Preferred: Familiarity with Salesforce, contact center technologies, knowledge management platforms, or digital learning tools
Preferred: Experience leveraging Artificial Intelligence (AI) tools to support training delivery, content development, knowledge management, coaching, or employee enablement
Preferred: Experience implementing or supporting AI-enabled learning technologies, digital adoption platforms, or workforce development solutions
Preferred: Familiarity with Generative AI tools and their application within learning and development environments

Benefits

Comp & perks

Equal Opportunity Employer
Reasonable accommodations for qualified individuals with disabilities in job application procedures