Associate Director, Training and Operational Excellence

1 hour, 1 minute ago
Full-time
Executive
Operations
Natera

Natera

Natera specializes in cell-free DNA testing, providing advanced genetic testing services for oncology, women's health, and organ health to help families diagnose and manage genetic diseases.

Pharmaceuticals
1K-5K
Founded 2004

Description

  • Align training strategy with business objectives, revenue goals, and operational standards.
  • Assess learning needs using job analysis, performance data, quality findings, and career-pathing inputs.
  • Design scalable, measurable curricula using adult learning principles, ADDIE, and classroom, e-learning, coaching, simulation, and on-the-job formats.
  • Build, manage, and develop training managers, instructional designers, and associates, including performance improvement programs.
  • Lead onboarding and orientation programs that prepare employees to reach productivity benchmarks.
  • Extend training and quality standards to BPO and call center partners.
  • Own the training budget, LMS and vendor relationships, and build-versus-buy decisions.
  • Identify process gaps, standardize workflows, and develop and implement SOPs across Patient Experience.
  • Lead change management, continuous improvement, root-cause analysis, and corrective actions.
  • Own training and operational excellence roadmaps and executive scorecards covering proficiency, quality, conversion, compliance, and patient satisfaction.

Requirements

  • 12+ years of experience with a bachelor’s degree in Education, Business, Organizational Development, Communications, or a related field, or 8+ years with a master’s degree.
  • At least 3+ years managing managers or multi-layer teams.
  • 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.
  • Knowledge of adult learning theory, instructional design methods such as ADDIE, curriculum development, LMS platforms, and multimodal delivery.
  • Experience leading process improvement, standardization, or operational excellence initiatives; Lean, Six Sigma, or CAPA knowledge preferred.
  • Experience managing training budgets, LMS platforms, vendors, and build-versus-buy decisions.
  • Track record of defining and reporting training effectiveness metrics and KPIs to senior leadership.
  • Working knowledge of patient-facing regulatory requirements, including HIPAA.
  • Ability to operate independently, lead cross-functional change, use data and AI tools, and connect investments to business outcomes and OKRs.

Benefits

  • Remote USA role with a salary range of $142,400–$178,000 USD.
  • Comprehensive medical, dental, vision, life, and disability benefits for eligible employees and dependents.
  • Free testing for employees and immediate family members, plus fertility care benefits.
  • Pregnancy and baby bonding leave.
  • 401(k) and commuter benefits.
  • Employee referral program.

Interested in this position?

Apply directly on the company website

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