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Senior Manager Internal Training & Auditing

LOCATION: Minneapolis, MN
<p>The Senior Manager, Internal Training &amp; Auditing is a critical role in the development and implementation of the Customer Operations employee training program.&nbsp; The Senior Manager will partner with Operations Leadership to develop role-based training for new and existing team members, oversee the New Hire Orientation/Onboarding programs and support development and delivery of product training to Operations associates as well as oversee the customer operations auditing team</p> <p><strong>Duties and Responsibilities:</strong></p> <ul> <li>Responsible for development and implementation of internal training programs, including implementation and management of learning plans in the Learning Management System (LMS)</li> <li>Oversees content management systems including, but not limited to: Knowledgebase, Learning Management System, and customer-facing portal (aka Orchard)</li> <li>Manages team engagement and development (facilitates regular team meetings, 1:1 with direct reports, etc)</li> <li>Responsible for development and implementation of product and technical certification program for Customer Operations teams</li> <li>Accountable for the oversight of the Operations Call Quality Assurance Program, including ensuring team creates and meets quality standards to continuously improve the customer experience</li> <li>Review and audit training and quality teams to ensure meeting of standards and continuous improvement of offerings</li> <li>Partners with Operations Leadership to design and deliver employee training programs to promote customer experience initiatives</li> <li>Other duties as requested and/or determined</li> <li>Maintain compliance with Inovalon’s policies, procedures and mission statement;</li> <li>Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;</li> <li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company;</li> <li>Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and</li> <li>We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.</li> </ul> <p><strong>Job Requirements:</strong></p> <ul> <li>Minimum 3 years experience in a management role</li> <li>Minimum of 7 years experience in Instructional Design, Training or other relevant experience</li> <li>Experience working in a healthcare setting is preferred</li> <li>Ability to manage multiple large projects and timelines as a project manager</li> <li>Project Management certification preferred</li> <li>Advanced proficiency in MS Office; internet browsers including IE, Chrome and navigation and troubleshooting</li> <li>Experience with Learning Management Systems and Instructional Design is a plus</li> <li>Strong leadership skills</li> <li>Results-oriented</li> <li>Able to communicate effectively at all levels of the organization</li> <li>Effective change leader</li> <li>Flexible, detail oriented, able to work in a fast-paced environment</li> <li>Strong project management, planning and organizational skills</li> <li>Some travel required</li> </ul> <p><strong>Education:</strong></p> <ul> <li>Bachelor’s degree in Psychology, Education, Instructional Design, or equivalent experience and education</li> </ul> <p><strong>Physical Demands and Work Environment:</strong></p> <ul> <li>Sedentary work ( i.e. sitting for long periods of time) Exerting up to 15 pounds of force occasionally and/or negligible amount of force</li> <li>Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions</li> <li>Subject to inside environmental conditions</li> <li>Travel for this position 15-30%</li> </ul> <p>&nbsp;</p>

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