Manager, Training

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

 What will your job look like?

The Manager, Training supports MTM’s vision, as well as People & Culture policies and programs, by overseeing their assigned training team in the creation and delivery of training materials that meet quality standards established by State and local laws, best practices, external and internal customers. The Manager, Training is responsible for all training needs related to their assigned workgroup.

What you’ll do:

• Provide coaching, evaluation and feedback to direct reports

• Oversee all training for their assigned workgroup

• Develop, audit, evaluate and conduct training utilizing the Kirkpatrick Model

• Manage the Training Operations function while driving continuous improvement of training process

• Drive cost containment and manage team in alignment with approved budget

• Oversee the measurement, evaluation and success tracking of training and make modifications to improve business outcomes

• Review RFP’s, contracts and corrective action plans to create training recommendations, ensure delivery of expected deliverables and appropriately staff training head count

• Manage the measurement and evaluation of learner satisfaction as well as transfer of knowledge or skills for each training department

• Review team data/metrics for themes, trends, and root cause identifications, making training recommendations to implement/update change

• Drive the development and implementation of best practices in training and operating standards to ensure efficient and effective management, oversight, and resolution of employment matters, client complaints and contract implementation

• Handle escalated, complex, and sensitive stakeholder or employee concerns and investigations

• Ensure compliance with all state, local, federal regulations, including companies policies and procedures (HITRUST)

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or G.E.D.

• Bachelor’s degree in human resources or related field, or equivalent work experience

• 5+ years’ experience in Customer Service, Operations or Sales

• 2+ years’ management experience

• 2+ years’ experience in training others

• 1+ years’ experience with training development and delivery for employees in a variety of environments (classroom, work from home, webinar, on demand and town hall/public forum)

• Experience leading, coaching, and managing a team that is primarily remote

• Intermediate level of proficiency or above with the Microsoft Office Suite (Word, Excel, Power Point & Outlook)

Skills:

• Experience creating training content, presentations, assessments, and satisfaction surveys

• Experience in developing, delivering, and implementing training strategies

• Experience creating and maintaining a budget

• Experience and skill in conducting workplace investigations, analyzing information in relation to the relevant employment laws, collective bargaining agreements, trends, policies, and procedures, and use sound judgment to draw valid conclusions and/or recommendations

• Experience with negotiating, counseling, and conflict management

• Experience using PowerPoint to create presentations

• Display high level project management, and manage teams use of tracking tools to meet deadlines

• Display professional demeanor and ability to speak to any size audience

• Ability to explain complex subjects in a clear and engaging way as well as emphasize the importance of content

• Ability to use sound judgment around issues that may have adverse effects on the business from an employee relations perspective

• Must be results driven

• Ability to build relationships and communicate effectively with internal and external stakeholders at all levels

• Strong focus on customers, accountability, teamwork, collaboration, and decisiveness

• Excellent customer orientation and interpersonal skills

• Ability to handle a high level of sensitive and confidential matters tactfully and professionally

• Thrives in stressful situations within a fast-paced environment

• Ability to work independently and collaboratively with others to achieve defined goals, handle inquiries, and resolve issues within a timely and constructive manner

• Strong critical thinking, problem solving, and analytical skills

• Strong attention to detail

• Ability to troubleshoot basic computer setup, presentation equipment and technology

• Knowledge of human resources policies/procedures

Even better if you have:

• Contact Center and union experience, preferred

What’s in it for you:

• Health and Life Insurance Plans

• Dental and Vision Plans

• 401(k) with a company match

• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave

• Casual Dress Environment

• Tuition Reimbursement

• MTM Perks Discount Program

• Leadership Mentoring Opportunities

Salary Min: $76,960

Salary Max: $95,000

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer.  MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law.  If you are in need of accommodations, please contact MTM’s People & Culture.

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