Team Lead, Enrollment Education & Enablement

Responsibilities

• Manage and support a team of Training Coordinators, including workload oversight, performance management, onboarding, professional development, and coaching.
• Serve as the first point of escalation for training operations questions, scheduling challenges, and program execution issues.
• Own day-to-day execution of the Enrollment training program, coordinating calendars, facilitators, materials, and learner readiness.
• Oversee onboarding training for new Enrollment Specialists, including classroom instruction, role-playing, systems training, and hands-on practice.
• Reinforce learning through ongoing coaching, feedback, monitoring progress, and identifying additional support needs.
• Identify and report on training and performance trends by analyzing outcomes, feedback, metrics, and insights; provide actionable recommendations.
• Maintain training data, reporting, dashboards, trackers, and program documentation for visibility into effectiveness and completion.
• Coordinate ongoing education and skills development initiatives focused on member outreach, trust-building, communication, objection handling, and enrollment techniques.
• Partner with Quality to identify performance gaps and translate findings into targeted education interventions.
• Support training program evaluation, gather feedback, and recommend improvements to onboarding, coaching, and education programs.
• Contribute to organizational readiness and change management by coordinating training plans, communications, and resources for new processes and tools.

Requirements

• 5+ years of experience in education and enablement, with a minimum of 2 years of direct management of a Training team.
• Education & Enablement experience in call center and/or healthcare settings.
• Experience leading training, enablement, learning and development, or workforce education programs in healthcare, healthcare services, contact center operations, or performance-driven environments.
• People management or team lead experience supervising, coaching, or managing team members, providing feedback, managing performance, and supporting development.
• Experience delivering or overseeing onboarding programs for frontline roles.
• Strong training operations and program management skills; highly organized with ability to manage multiple initiatives, coordinate people, timelines, logistics, and deliverables.
• Experience using data to improve learning outcomes, analyzing performance trends, metrics, feedback, and operational data.
• Excellent facilitation, coaching, and communication skills to engage learners and influence stakeholders.
• Strong partnership and collaboration skills to build relationships across operations, quality, leadership, and cross-functional teams.
• Self-directed, accountable, proactive, and able to manage multiple priorities in a fast-moving environment.

Nice-to-Haves

• Experience in healthcare navigation, care management, patient engagement.