Training and Support Manager

Baltimore, MD
Jul 17, 2017
Jul 17, 2017
Management, Trainer
Full Time
Overview: The Training and Support Manager oversees the creation and implementation of all trainings, helps lead and manage change, and ultimately ensures our service exceeds expectations delivering on our motto "Excellent Service for our Extraordinary Mission." This role is responsible for the development and execution of creative and efficient training with the goal of achieving strong quality assurance goals. Please visit to learn more about Medifast's Optavia network. Responsibilities: Oversees learning efforts focused on skill development, technical training, and business tools. Coordinates with learning resources, corporate training team and subject matter experts to deliver a comprehensive curriculum that elevates the skill level of all team members.Works with Head of Experience to design, transform and drive the enterprise Health Coach and Client engagement strategy initiatives to improve end-to-end customer experience.Manages the general content, documents, libraries, online content and other online resources for Service and Support teams to help enhance the OPTAVIA experience.Partners with all new staff for OPTAVIA culture emersion ensuring a clear understanding of our business model.Manages quality assurance processes for service delivery goals.Partners with all related staff to ensure delivery of needed training is met through effective communication with all stakeholdersProvides effective leadership, direction and coaching to direct and indirect reports including, but not limited to, delegating, staffing, performance appraisals, promotions, salary recommendations and terminations. Qualifications: Bachelor's degree in training, behavioral development, or related field.5+ years' experience developing training content for service based organizations. Direct sales experience a plus.2+ years' experience developing training on sales, procedures, systems, and soft skills.2+ years' experience with technology based training content delivery ie LMS systems, etc2+ years' demonstrated knowledge and experience with instructional design.Demonstrated experience managing a quality assurance program.Knowledge of Microsoft Office.Strong customer service, leadership and problem solving capabilities.Strong writing skills an ability to communicate effectively.Ability to multi-task and work independently with minimal supervision.Ability to work in fast paced environment with multiple priorities.Ability to travel up to 20% of the time.

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