Director, Customer Education & Development

NCQA is hiring a Director of Customer Education & Development to set the strategy of the learning and development team! The team supports the design, implementation and management of educational programs that enhance customer’s knowledge of our programs. Develop relationships with cross-functional teams to ensure learning and development programs meet the needs of our internal and external customer expectations. Manage day to day Learning & Development operations. Convene high visibility stakeholders to advance health care quality initiatives. Expand current offerings and develop innovative programs to serve existing and emerging markets. Identify and analyze emerging trends that offer new opportunities for distance learning.

 

Responsibilities

Strategy and Execution:

• Leverages technology, best practice, data, market intelligence and internal and external customer insights to lead the design and delivery of in-person and online educational programs that reflect and reinforce NCQA’s leadership in high quality health care.
• Manages and continuously improves program development and delivery to serve new market segments.
• Define KPIs to measure the effectiveness of customer educational series/programs and promotions.
• Align KPIs and goals for the educational team with the broader organizational goals for success.

Cross Departmental Collaboration and Market Knowledge:

• Collaborates with external partners to identify and provide distance education opportunities.
• Creates partnerships with outside entities, including academic institutions and professional societies, to advance the business unit’s goals.
• Identifies subject matter experts to act as faculty.
• Develops and maintains collaborative relationship with other internal NCQA functional units.
• Works closely with sales/marketing, product, policy and operations to align customer education with customer needs and insights, go to market strategies, new product development and on-going product refreshes.
• Works with marketing, operations, and product to foster relationships with external surveyors, customers and industry partners to provide insights to enhance educational offering.
• Works with events marketing to provide educational content support for events in the development of promotional materials for educational programs.

 

Program Development and Management: Oversee the following:

• Design, implementation and the continuous improvement of educational programs and continuous learning initiatives for customers. Learning programs should support NCQA customer users from beginners to experts and include an array of learning formats to address the various ways customers learn.
• Identification of customer needs, research to support needs and the design of program content (objectives, agenda, syllabus, faculty, etc.) for educational programs.
• Creation and production of (Best in Class) engaging, high-quality education program materials.
• Management of the education library and annual updates needed to meet product updates and industry trends.

 

Leadership:

• Actively coaches and develops staff.
• Accountable for staff and customer satisfaction.
• Accountable for department expense budget, forecasting, developing and managing to budget.
• Partners with the AVP of Marketing Communications to deliver on education programs to meet Sales/Marketing Education revenue targets.
• Evaluates departmental performance, provides feedback and makes recommendations for improvements.
• Evaluates the need for other educational technology to advance the teams capabilities for producing best in class educational programing.

Content Development and Program Delivery:  

• Oversees instructional and graphic design use of best practices to create high quality learning experiences that support successful evaluation program completion for customers.
• Oversees the use and continuous needs of a LMS system for education operations.

Compliance with Educational Accrediting Bodies:

• Responsible for achieving and maintaining accreditations or outsourcing CEU offerings for customer educational programs.
• Manages organizational continuing education in compliance with the following, as applicable: Joint Accreditation Criteria, ACCME, ANCC, ACPE and others.
• Oversees the maintenance of all materials and files to ensure ongoing readiness for above accreditation surveys.

Performance Measurement and Reporting

• Track and report on the effectiveness of NCQAs learning offerings using customer feedback, operational insights; and business impacts.
• Continuously evaluate the improvement of educational strategies dependent on