Senior Manager, Training & Delivery

GoodRx is America's healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare - and we've helped people save $60 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.
Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.
About the Role
As the Manager of Training and Delivery within GoodRx's customer support team, known as Patient Advocacy, you'll lead the development and execution of a robust training strategy for our BPO customer support teams. This pivotal role involves managing a small team to ensure the effective development and ongoing delivery of training and internal knowledge materials to our outsourced support teams, as well as overseeing the training priorities and launch schedule of upcoming new features and products.
By assessing and enhancing existing materials, designing new curriculums, and collaborating with key stakeholders, you'll play a crucial role in equipping our support teams with the skills and knowledge needed to deliver exceptional customer service. Your expertise in L&D, combined with your ability to work cross-functionally and manage a small team, will drive continuous improvement in our training programs and positively impact the customer support experience.
Responsibilities:

• Manage a small team of content coordinators to create and deliver the right sets of training materials to our BPO partners.
• Own training and delivery priorities and set appropriate, efficient launch timelines with our vendor trainers to ensure we maintain a personable support experience, proper compliance standards, and receive high satisfaction ratings from our customers.
• Drive QA efforts with our BPO QA leads during call calibrations and other quality initiatives to ensure support interactions have a high degree of adherence to SOPs and personalization that builds trust with our customers.
• Manage resources to develop training curriculum, resources, KPIs, and certification.
• Be a master training delivery resource. Leverage and train current PA team members/resources on train-the-trainer best practices and delivery.
• Assess current training materials to identify gaps and/or improvements (lessons, modules, quizzes, KB content, etc).
• Design, develop, and execute training curriculum materials to address gaps.
• Create learning objectives and training curriculum for GoodRx new hires and cross-functional teams.
• Collaborate with key stakeholders, cross functional teams, SMEs, BPO partners (incumbent and new) to ensure alignment and effectiveness of training programs.
• Lead training delivery of new BPO workflows and SOPs through a combination of instructor led, role playing, module, asynchronous training, etc.
• Provide clear and effective project plan communication and execution of strategic training roadmap.
• This role requires up to 25% travel, including domestic and international travel, to our BPO call centers.

Qualifications:

• 7-10+ years of experience as a L&D trainer and/or consultant producing in-person and e-learning solutions
• Demonstrated train-the-trainer skills
• Advanced and exceptional writing and editing skills
• Strong interpersonal communication
• Experience in technical writing or instructional design
• Thrives in a close-knit team and collaborating with company-wide cross-functional teams
• Experience with BPO vendors, call centers and/or corporate training
• Experience managing a small team of content coordinators
• Experience designing and delivering training for customer support agents
• Experience working cross functionally with Product and Marketing teams as you design and build accurate training materials

At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.
San Francisco and Seattle Offices:
$121,000.00 - $193,000.00
New York Office:
$111,000.00 - $177,000.00
Santa Monica Office:
$101,000.00 - $161,000.00
Other Office Locations:
$91,000.00 - $145,000.00
GoodRx also offers additional compensation programs such as annual cash bonuses and annual equity grants for most positions as well as generous benefits. Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, generous parental leave, pet insurance, supplemental life insurance for you and your dependents, company-paid short-term and long-term disability, and more!
We're committed to growing and empowering a more inclusive community within our company and industry. That's why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don't necessarily check every box outlined in the job description. Please still get in touch - we'd love to connect and see if you could be good for the role!
GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.