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Consumer Support Training Manager

Denver CO

Rally Health is all about putting health in the hands of the individual. It’s our mission, and it drives everything we do, which is to empower people with easy-to-use online and mobile tools that help them take charge of their health and health care, from improving their diet and fitness to selecting health benefits, and choosing the right doctor at the right price for their needs.

Our culture is built on a deep and sincere dedication to helping people live healthier lives. To do this, we are committed to innovating continuously at every level. We know that some of the things we do are not going to work, and that’s okay. We’re not trying to build something that is churn and burn. We’re building something that supports people over their lifetime. As Rally Health founder and CEO Grant Verstandig says, “We get to do amazing work every day that directly impacts the lives of millions of people for the better.”

The Skinny:

Rally Health’s Consumer Support team is the first point of contact for our amazing users, and are ultimately the face of the company! We are seeking an ambitious and experienced Training Manager who will be responsible for planning all Consumer Support training, identifying gaps and opportunities to improve both the teams knowledge and soft skills, creation and delivery of training materials for Consumer Support. If you love working with people to help change lives come join us!

What you’ve got to have in the bag:

  • A passion and deep understanding of training methodologies and true customer service
  • Strong interactive facilitation and presentation skills
  • Effective in multiple presentation settings: one-on-one, small and large group facilitation, engaging training materials which appeal to various learning styles
  • Well-developed social skills, ability to interact and work with co-workers at all levels
  • Ability to work independently, in a team environment and adapt and pivot as needed
  • Awareness of knowing your audience and ability to adjust communication style in the moment
  • Excellent time management skills, with the ability to prioritize project needs, multi-task, and work under moving deadlines in a fast-paced environment
  • Be a representative of our company and consumer support values

Responsibilities include, but are not limited to:

  • Lead all aspects of training in key areas of operation for a variety of Rally products and different support channels.
  • Identify future training needs and build curriculum to facilitate that training.
  • Build and facilitate “train the trainer” programs for team leads and managers.
  • Partner with subject matter experts within the organization to help turn their knowledge into interactive and engaging learning experiences.
  • Provide onboarding training and training materials to new employees, as well as ongoing, advanced training for existing employees.
  • Research new training materials and supplies that might improve our training procedures and make valuable contributions to our employees.
  • Enforce needs analysis to guide the creation of new training and the modification or elimination of existing training. Ensure curriculum addresses the needs of the compliance department along with new and existing customer service agents. Monitor, revise and add content as needed.
  • Use participant feedback to enhance effectiveness of various trainers. Deploy survey mechanisms to engage employee needs.
  • Manage the scheduling of classes, trainers, rooms and other resources. Maintain records for training programs, including evaluations and employee participation.
  • Working a flexible schedule to support business operation needs included limited travel as needed.
  • Collaborate with SME’s, quality team, and knowledge management groups to provide key and timely up-training on new issues.
  • Utilize learning resources like associations, conferences, and articles to stay current with learning trends.
  • Management responsibilities include day-to-day operations of a group of employees along with assessing employees’ skills, talents, performance, and productivity and prepare written evaluations with advice for improvement.

Qualifications

  • 3-5 years of experience in teaching, instructional design and development, corporate training, curriculum development
  • Experience designing and developing engaging and interactive live and eLearning courses
  • Strong networking skills both with internal partners, as well as industry associations and peers
  • Well-established behavioral skills, especially in coaching, listening, providing feedback and developing others
  • Strong communication skills including oral, written and presentation

Preferred:

  • Bachelor's degree preferred, not required
  • Minimum of 1 year leadership or related experience highly preferred
  • Proficiency with Google applications and MacOS
  • Experience using development tools such as Camtasia, Articulate Storyline, Adobe Creative Suite, and PowerPoint.

Rally Health is committed to ensuring that its workforce reflects America’s diverse population. Rally Health knows that such diversity will enrich us with the talent, energy, perspective and inspiration it needs to achieve its mission. Rally Health believes in a policy of equal employment and opportunity for all people based on merit and commitment to the principles of diversity. It is our policy to recruit, hire, train, and promote individuals in all job titles, and administer all programs, without regard to race, color, religion, national origin or ancestry, citizenship, sex, age, marital status, pregnancy, childbirth or related medical conditions, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, union affiliation, or any other category protected by applicable federal, state or local laws.

Individuals with disabilities and veterans are encouraged to apply. Applicants who require an accommodation related to the application and/or review process should notify recruiting@rallyhealth.com.

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