Associate Director, Training and Operational Excellence
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Job Description
Associate Director leading enterprise training and operational excellence for Natera, a global cell-free DNA testing company. Driving curriculum, process improvement, team leadership, and Patient Experience KPIs.
Responsibilities:
- Lead enterprise training and process improvement across the Patient Experience organization
- Align training initiatives with business objectives, revenue goals, and operational standards
- Assess training needs using job analysis, performance data, quality findings, and career pathing
- Design scalable training programs using adult learning theory and instructional design methodologies such as ADDIE
- Develop curricula, training materials, sales techniques, and conversion strategies
- Develop coaching and people-management capabilities of organizational leaders
- Build, manage, and develop training managers, instructional designers, and associates
- Lead onboarding, induction, and orientation programs
- Partner with executives on workforce capability, change management, and organizational readiness
- Coordinate with Patient Coordinator/Inside Sales, Medical Billing, Patient Experience, and Quality leaders
- Oversee training standards and quality practices for BPO and call center partners
- Own the training budget, LMS and vendor spend, and build-vs-buy decisions
- Identify operational gaps and roll out standardized processes and SOPs
- Drive continuous improvement, change management, and cross-functional problem solving
- Measure employee performance, training ROI, program effectiveness, and process inefficiencies
- Own and present training and operational excellence KPIs and scorecards to executive leadership
- Lead root cause analysis and corrective actions for recurring performance gaps
- Own annual and quarterly training and operational excellence roadmaps
Requirements:
- 12+ years of experience with a Bachelor's degree in Education, Business, Organizational Development, Communications, or a related field in training, learning & development, or operational excellence roles, or 8+ years with a Master’s degree
- At least 3+ years managing managers or multi-layer teams
- Demonstrated experience building and scaling a training function, including hiring and developing training managers and instructional designers
- Experience in healthcare, patient services, inside sales, or BPO/contact center environments preferred
- Familiarity with instructional design methodologies such as ADDIE and adult learning principles
- Experience driving process improvement, standardization, or operational excellence initiatives
- Familiarity with Lean, Six Sigma, or CAPA methodologies a plus
- Experience owning a training budget and making vendor or build-vs-buy decisions, including LMS platform selection and management
- Track record of defining, tracking, and reporting training effectiveness metrics and KPIs to senior leadership
- Working knowledge of regulatory and compliance requirements applicable to patient-facing operations, such as HIPAA
- Deep working knowledge of adult learning theory, instructional design, curriculum development, LMS platforms, and multi-modal delivery methods
- Ability to leverage data analytics, AI, and modern technology
- Ability to own a budget, make vendor decisions, and tie investments to business outcomes and OKRs
Benefits:
- Comprehensive medical, dental, vision, life and disability plans for eligible employees and dependents
- Free testing for employees and immediate families
- Fertility care benefits
- Pregnancy and baby bonding leave
- 401(k) benefits
- Commuter benefits
- Employee referral program
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