Learning Program Enablement Manager

Job Description

PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision – to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals. Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market. For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn . Position Summary: Reporting to the Director of Customer Learning, the Customer Learning Program Enablement Manager is responsible for defining the framework and strategy, and leading/managing, administering, and continuously improving Customer Care employee and partner (services and pharmacy) product certification programs. Additionally, the Customer Learning Program Enablement Manager is responsible for leading/managing select key Customer Learning projects. This position is key in helping drive time-to-value for Customer Learning and partner teams, as well as team efficiencies and standardization. Key Responsibilities - Certification: · Liaise with Customer Care teams to identify program requirements that will meet business needs. · Identify desired business outcomes (e.g. – desired time-to-value) and develop program strategy/framework to meet requirements and business outcomes, and to align with desired methodologies. · Collaborate with Customer Care Subject Matter Experts, and Customer Learning teams (Learning Program Management team, Learning Management System Specialist team, and Customer Learning Director for the development of program components. · Using Adult Learning principles, recommend the most effective learning delivery approach to meet various program requirements. · Build/maintain effort model to understand and communicate program effort/duration. · Build and implement necessary program reporting/tracking. · Develop and maintain program documentation including certification guidebooks. · Manage all certification announcements and forums. · Actively guide certification participants in their certification onboarding and journey. · Work with leaders and certification participants to help address and make recommendations on certification performance challenges, concerns (assessment questions to be revisited), and program inquiries. · Implement participant satisfaction and confidence surveys (upon completion and at a later date). · Analyze success of participants and overall program based on reporting metrics and participant satisfaction surveys. · Present program frameworks, recommendations, and results in power point presentations and through other communication methods. · Stay current with industry direction with learning and certifications and propose recommendations based on knowledge. · Continuously improve/refine program based on overall feedback and business evolution. · Develop guidelines for an effective certification mentorship program that promotes and evaluates knowledge application and skills associated for various roles. · Moderate a learning experience platform/group forum to track trends and elicit data from internal groups regarding common and frequent case studies/issues that may contribute to product education enhancements. · In addition to the full certification programs for Customer Care teams and partners, manage the ongoing Release Certification (delta training/testing) for each product release across Customer Care. Key Responsibilities - Other Customer Learning Projects: · Lead Customer Learning projects that aid in efficiencies, standardization, and scalability involving processes, systems, tools, and frameworks (e.g. – migration off of SAP JAM to Degreed Platform, brand transformation projects, mentoring initiatives, product training skill mapping to Thrive Learning Hub, LMS migration, data analytics, assistance with marketing initiatives). · Liaise with Customer Learning, Customer Care and Cross-functional teams such as HR and IT to implement various projects. · Develop project plans and roll out projects on time, within budget, and with requirements met. · Present project rollout plans and results in power point presentations and other communication needs. Required Experience: · 5+ years experience in a training and development role in a corporate environment. · 3+ years experience in program/project management. · Knowledge of PointClickCare applications or other EHR systems. · Bachelor’s degree or equivalent required. · Experienced in influencing others, building consensus and collaborating with cross-functional teams to get things done. · Strong understanding of corporate business objectives and their translation to education programs. · Strong ability to take complexity of methodologies and work processes and break them down/simplify understanding. · Excellent organization skills and attention to detail. · Self-starter and critical thinker. · Strong written and verbal communication skills. · Excellent people skills with an upbeat attitude and professional maturity. · Excellent PC skills, proficiency in MS Office, Zoom, and Sharepoint. Preferred Experience: · Experience with Content and Learning Management Systems (SuccessFactors, Relias/SmartZone, Paligo are a plus) · Experience with course development tools (Storyline, Rise) · Post-secondary degree or learning certifications. · Comfortable working in a dynamic environment and with remote teams. It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. 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