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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