Senior Training and Performance Excellence Manager- Contact Center

We’re seeking a strategic and innovative Senior Training & Performance Excellence Manager to lead the transformation of training for our fully remote contact center, with a strong emphasis on enhancing customer service representative (CSR) performance, fostering a culture of continuous improvement and accountability, and building capacity for complex scenario resolution and critical thinking in a fast-paced environment.

The Senior Training & Performance Excellence Manager  is responsible for leading the design, delivery, and continuous improvement of training programs for a high-performing contact center. This individual ensures that all customer service representatives (CSRs), team leaders, and support staff are equipped with the knowledge, skills, and tools needed to deliver accurate, compliant, and empathetic service to consumers seeking health coverage through an Affordable Care Act (ACA) Marketplace or Medicaid programs. The successful candidate will bring aptitude and real-world experience preparing frontline teams to navigate high-volume calls, evolving policy, and real-time problem solving, all while leveraging modern tools and technology. 

At GetInsured, we value leaders who bring energy, empathy, and execution to every challenge. The right candidate for this role will inspire trust through clear and compassionate leadership, embrace feedback, and bring structure to ambiguity. They will thrive in a rapidly evolving environment and be passionate about advancing equity, quality, and access in public health systems. You’re not just a builder, you’re a bridge, connecting strategy to action, people to purpose, and systems to service excellence. 

The ideal candidate has a deep understanding of the Affordable Care Act, coupled with contact center performance standards, to drive both consumer satisfaction and operational excellence in full compliance with CMS and HIPAA standards. MAGI Medicaid experience is a plus.

You’ll oversee a remote training team, drive curriculum development, and work cross-functionally with Product, Platform, and QA teams to ensure our agents are fully aligned with delivering excellence through customer service. You’ll be required to collaborate closely with the QA team to identify performance gaps and continuously refine training programs, ensuring CSRs meet or exceed quality and productivity standards. The systems and tools agents rely on, including AI, Interactive Virtual Assistants (IVA), IVR, Robotic Process Automation (RPA), and Agent Assist capabilities, are shaping the next generation of contact center support and will help agents deliver accurate, empathetic, and high-quality results in every interaction.

This is a remote position with periodic in-office and/or travel requirements.

Remote Learning Training Strategy & Development 

• Develop and execute the design and deployment of a comprehensive remote training strategy including onboarding, systems usage, modeling and coaching soft skills, complex case handling, documentation, compliance, and escalations 

• Oversee the design and continual update of all ACA-related training content, including eligibility, enrollment, appeals, special enrollment periods (SEPs), premium tax credits, and state marketplace navigation. 

• Ensure remote learning is engaging, practical, and scalable—leveraging tools like Zoom, Teams, LMS platforms, and virtual labs 

• Oversee real-time new hire support and post-training interventions that drive performance enhancements to Average Handle Time, First Call Resolution, Customer Satisfaction Ratings and accurate service delivery metrics   

• Ensure training content adheres to accessibility standards and accommodates diverse learning styles. 

Leadership & Team Management 

• Manage and mentor a team of training specialists, instructional designers, and facilitators. 

• Provide coaching and performance evaluations to ensure team effectiveness. 

Strategic Training Leadership 

• Collaborate with leadership to develop a long-term vision and strategic roadmap for training at scale, aligning training initiatives with organizational goals and marketplace changes. 

• Drive change management efforts during periods of rapid policy or platform shifts, ensuring timely training readines