Senior Manager, Customer Care Training & Delivery – Digital Health & AI‑Enabled Learning Leadership at brighthush
About brighthush
brighthush is a trailblazing digital health company that empowers patients and clinicians worldwide with cutting‑edge, data‑driven solutions. By combining wearable biosensors, cloud‑based analytics, and proprietary AI algorithms, we transform raw physiological data into actionable insights that improve cardiac care and overall health outcomes. Our mission is simple yet ambitious: to make high‑quality, personalized health information accessible to everyone, everywhere. At brighthush, we thrive on curiosity, innovation, and a relentless focus on patient impact. If you’re ready to shape the future of healthcare, build transformative learning experiences, and lead a high‑performing team, we want to hear from you.
Position Overview
As the Senior Manager, Customer Care Training & Delivery, you will be the strategic architect and operational leader of our Customer Care training function. You will design, deliver, and continuously refine onboarding, role‑based, and continuous‑learning programs that equip our Customer Care workforce to excel in a fast‑paced, regulated, and digitally evolving environment. Your influence will extend across the entire customer journey, ensuring that every team member is ready, compliant, and empowered to deliver world‑class support to patients and partners.
Key Responsibilities
- Training Strategy & Execution: Lead the planning, coordination, and delivery of all Customer Care learning initiatives, including onboarding, role‑specific modules, system training, refresher courses, and change‑readiness programs.
- Program Management: Oversee training schedules, facilitator assignments, learner communications, and logistics for both classroom and virtual formats, ensuring alignment with operational demands.
- Content Governance: Partner with subject matter experts and business stakeholders to keep training materials current, accurate, and compliant with regulatory and quality standards.
- Data‑Driven Improvement: Leverage training analytics, learner feedback, quality metrics, and operational data to identify gaps, recommend enhancements, and measure program impact.
- AI & Digital Learning Champion: Evaluate, implement, and optimize AI‑enabled learning solutions and digital platforms to increase engagement, scalability, and knowledge retention.
- Employee Readiness & Performance: Monitor attendance, completion rates, assessment scores, and proficiency progress; design reinforcement plans and coaching interventions to bridge readiness gaps.
- Change Management Support: Develop and execute training plans for new or updated processes, systems, and policies, ensuring smooth adoption and continuous improvement.
- Compliance & Quality Assurance: Ensure all training activities meet internal policies, regulatory requirements, and audit expectations; maintain meticulous documentation and approvals.
- Team Leadership: Recruit, coach, and develop a high‑performing team of Training & Development Specialists; set clear expectations, provide feedback, and foster a culture of continuous learning.
- Stakeholder Collaboration: Work closely with Customer Care Operations, Quality, Workforce Management, Support Readiness, Compliance, and IT to align training with business priorities.
Essential Qualifications
- Bachelor’s degree or equivalent combination of education and experience.
- Minimum of 4 years’ experience in learning & development, training, or customer care operations within a regulated or high‑volume environment.
- At least 1 year of proven leadership, coaching, or supervisory experience.
- Demonstrated success in designing and delivering onboarding and ongoing training for contact center or customer support teams.
- Strong knowledge of adult learning principles, facilitation techniques, coaching, and assessment methods.
- Experience developing or updating training materials, job aids, and digital learning assets.
- Proficiency in coordinating multiple training initiatives, managing schedules, and prioritizing competing demands.
- Data‑driven mindset: ability to analyze performance metrics, learner feedback, and operational data to identify training needs and recommend solutions.
- Hands‑on experience with learning management systems, digital training platforms, and other technology‑enabled learning tools.
- Excellent communication, organization, collaboration, and problem‑solving skills.
Preferred Qualifications
- Background in healthcare, medical devices, life sciences, or another regulated industry.
- Experience supporting remote or geographically distributed teams.
- Familiarity with scenario‑based or proficiency‑based training and assessment frameworks.
- Knowledge of Salesforce, contact center technologies, knowledge management platforms, or digital learning tools.
- Hands‑on experience leveraging AI tools for content creation, knowledge management, coaching, or employee enablement.
- Experience implementing or supporting AI‑enabled learning technologies, digital adoption platforms, or workforce development solutions.
- Understanding of generative AI tools and their application within learning and development environments.
Skills & Competencies
- Strategic Thinking – Ability to align training initiatives with business goals and regulatory requirements.
- Project Management – Proven track record of delivering complex training programs on time and within budget.
- Instructional Design – Expertise in creating engaging, learner‑centered content across multiple modalities.
- Data Analytics – Skilled in interpreting learning analytics, quality metrics, and operational data to drive decisions.
- Change Leadership – Comfortable leading change initiatives and fostering adoption of new tools and processes.
- Collaboration – Strong interpersonal skills to work effectively with cross‑functional teams and external partners.
- Adaptability – Thrives in a fast‑moving environment, quickly adjusting priorities and strategies.
- Customer‑Centric Mindset – Deep commitment to delivering exceptional support experiences for patients and partners.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. As a senior manager, you will have access to executive mentorship, leadership development programs, and cross‑functional projects that broaden your skill set. We encourage continuous learning, offering tuition reimbursement, conference attendance, and a robust internal knowledge base. Your success will be measured not only by training outcomes but also by your ability to innovate, influence, and drive measurable business impact. Over time, you could transition into broader learning & development leadership roles, or explore opportunities in product strategy, compliance, or digital transformation.
Work Environment & Company Culture
brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on transparency, inclusivity, and a shared passion for improving health outcomes. We celebrate diverse perspectives, encourage experimentation, and reward bold ideas that move the needle. As a member of our team, you will enjoy a supportive environment where your voice matters, your growth is nurtured, and your contributions directly impact patients worldwide.
Compensation & Benefits
We offer a competitive salary range of $103,000 – $134,000 per year, commensurate with experience and qualifications. In addition to base pay, you will receive a comprehensive benefits package that includes:
- Health, dental, and vision insurance with generous coverage options.
- 401(k) plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Flexible work schedule and remote work options.
- Professional development stipend and tuition reimbursement.
- Wellness programs, mental health resources, and employee assistance programs.
- Equity or stock‑option opportunities (subject to eligibility).
brighthush is an Equal Opportunity Employer. We celebrate an inclusive workforce and welcome applicants from all backgrounds, experiences, and perspectives. We provide reasonable accommodations for qualified individuals with disabilities throughout the application process. If you require assistance, please contact [email protected].
Ready to Make an Impact?
If you are a visionary learning leader who thrives in a dynamic, regulated environment and is eager to shape the future of digital health, we invite you to apply. Join brighthush and help us deliver the best possible cardiac health solutions to patients worldwide. Your expertise will drive the success of our Customer Care teams and, ultimately, the lives of millions.