Director, PSC Program and Systems Training

The Director of Programs & Systems Training is wholly focused on creating a rigorous, evolving, and enterprise-aligned agent training program across all PSC functions and for building and deploying a robust people leader training agenda. This role is accountable for overseeing curriculum development and approval for fundamental and advance training agendas across Intake, Case Management, and Reimbursement functions, as well as ensuring seamless delivery and facilitation of content through their team of Associate Directors and Training Managers. Additionally, this role oversees the development and approval of systems and technology trainings, which are required for agents to perform their jobs.  

Your responsibilities will include, but are not limited to: 

• Providing strategic direction informing success factors, competencies, and learning requirements for the PSC differentiated by role and proficiency-level. 

• Developing agent and supervisor learning and development agenda in partnership with key cross-functional teams. 

• Leading proactive skill and competency needs assessments and benchmarking to provide impactful trainings that improve the effectiveness of PSC Teams (including >500 agents over the next 3 years). 

• Leading post-training assessments to ensure training objectives were successfully accomplished, including proficiency against the training curricula; Measuring effectiveness, offering alternative training delivery methods, tracking supervisor and agent performance against competency models; Conducting robust needs analyses via internal PSC feedback (i.e., supervisor, agent, function-specific stakeholders), cross-functional stakeholders (i.e., Disease State Teams, Field teams, Market Access), and external customer feedback; Leverages data to make recommendations and adjust training strategy and curricula as needed. 

• Overseeing the training and upskilling of supervisors and agents to deliver empathetic customer service, which also meet regulatory, legal, medical & compliance requirements, across omnichannel engagement formats, including Customer Relationship Managements platforms (CRMs), telephony systems, and embedded / swivel technologies and business applications. 

• Supporting the Material Approval Process (MAP)/Fuse for direct report(s) to ensure all regulatory, legal, medical & compliance obligations are met, and maintain high quality standards of service delivered by PSC.  

• Ensuring ongoing training curricula are designed to include up-skilling, remedial training, and additional ad-hoc training as required by each brand, including competency and retention measurements, simulations, and certifications. 

• Ensuring direct report(s) are equipped and prepared to develop, secure MAP/Fuse approval, and train/facilitate to approved curricula; Ensures curricula accommodates progressive learning from “fundamentals” to “thought leadership”, including guided-practice time and nesting to allow each role to master learning objectives. 

• Ensuring that management of training logistics include, but not limited to training master calendar management, agency management, call simulation execution, system simulation execution, certification preparation and all other required business needs to support a successful training. 

• Managing vendor partnerships and deliverables as needed.  

• Ensuring appropriate balance of virtual vs. live training and internal/external SMEs to maximize training impact while minimizing disruption in field. 

Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)  

Internal Engagements: This position will collaborate with many individuals across NPS and PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners 

Financial Responsibility: May be responsible for negotiating contracts with external vendors of learning solutions and deliverables with internal SMEs (Budget, Cost, Sales, etc.) 

Travel requirements: Role is office-based in either the Phoenix/Tempe metro area or in East Hanover, NJ with occasional travel between offices (anticipating 20%) 

Hybrid Working Requirements: This role can be based out of East Hanover, NJ or Tempe, AZ.  Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week.

Required Experience:  

• BA/BS degree required; Advanced degree preferred. 

• 7+ years of relevant professional experience in healthcare/pharmaceutical experience required. 

• 1-2 years of experience in learning technology applications. 

• Experience in designing and delivering training for remote customer engagement (e.g., customer service, tele-sales, inside sales, etc.). 

• Demonstrate experience in content creation, maintenance of training processes, and the successful development of ongoing training and development programs. 

• Designing and developing progressive curriculum/trainings to support competencies. 

• Ability to carry out analyses and draw insights on the performance of training programs and formulate solutions and development of new strategies. 

• People management; coaching and development of associates. 

• Organizational agility; experience adapting to rapidly changing business requirements. 

• Project management skills; alignment of stakeholders and resources against defined timelines and outcomes. 

Preferred Experience: 

• Strong business background, with a minimum of 5-7+ years of work experience in a healthcare/pharmaceutical training and development capacity. 

• Experience working with Patient or Customer Call Centers; knowledge of roles, responsibilities, processes, and resources critical for patient onboarding to therapy. 

• Experience in leading a training and development department, aligning strategy to business outcomes, and leading to the proper execution of programs.  

• Experience with central support operations. Including but not limited to hub/pharma functions, case management, benefit verification, etc. 

• Knowledge of specialty pharmaceutical coverage and distribution models 

The pay range for this position at commencement of employment is expected to be between $201,600.00 and $302,400.00 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.