Manager, Customer Experience Learning & Performance

This position has the option to work hybrid or remote; Ohio residents preferred.

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.

2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Establishes and drives the learning and performance strategy for the Customer Experience team and other stakeholders. Leads a team to organize, create and implement learning and performance solutions to develop and enhance the skills and knowledge of Customer Experience employees.

Implements high quality learning solutions across various functions, locations, and audiences utilizing instructor-led, eLearning, and virtual methods.

Responsibilities

• Directs all aspects of the learning and development cycle for all lines of business from concept to execution. Includes learning methodologies, processes, tools, vendors, technology, budget and logistics.
• Consults with Customer Experience leadership and other stakeholders to evaluate business needs and identify projects to enhance performance.

Builds a comprehensive roadmap of learning initiatives to accomplish strategic business priorities.

• Leads and manages the development and performance of a diverse team of experienced professionals with a wide variety of skill sets, including instructional design, facilitation, and interactive media design knowledge.
• Evaluates the effectiveness of all learning and development solutions to ensure employee effectiveness, efficiency and compliance with regulatory requirements and internal procedures.

Recommends targeted, strategic solutions in support of business and talent priorities.

• Consults with and provides expertise in instructional design and delivery to cross company leadership as needed.
• Researches and benchmarks best-practices in the learning and development industry to ensure deployment of best in class adult learning , instructional design and delivery solutions.
• Performs other duties as assigned.

Qualifications

Qualifications

Education and Experience

• Bachelor's degree in Organizational Development, Education, Adult Education or related field. Master's degree preferred.
• 8 years adult learning and development experience, 3 years of which are in a leadership capacity. Experience in the health insurance industry preferred.
• Demonstrated experience in leading concurrent, large-scale projects / initiatives for instructor led and virtual learning methods.

Professional Certification(s)

Certifications in training, learning and performance and organizational development (OD) instruments preferred.

Technical Skills and Knowledge

• Comprehensive knowledge of instructional design theories, adult learning principles, and delivery methods (online and classroom).
• Knowledge of customer experience, contact center and operations focused training.
• Working knowledge of Authoring and virtual learning tools and Microsoft Office.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees.

That's why we offer an exceptional package that includes :

A Great Place to Work :

• We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse and headset.
• Whether you are working remote or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available.

Enjoy the use of weights, cardio machines, locker rooms, classes and more.

• On-site cafeteria, serving hot breakfast and lunch, at the Brooklyn, OH headquarters.
• Discounts at many places in and around town, just for being a Medical Mutual team member.
• The opportunity to earn cash rewards for shopping with our customers.
• Business casual attire, including jeans.

Excellent Benefits and Compensation :

• Employee bonus program.
• 401(k) with company match up to 4% and an additional company contribution.
• Health Savings Account with a company matching contribution.
• Excellent medical, dental, vision, life and disability insurance insurance is what we do best, and we make affordable coverage for our team a priority.
• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work / life benefits.
• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.
• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

An Investment in You :

• Career development programs and classes.
• Mentoring and coaching to help you advance in your career.
• Tuition reimbursement up to $5,250 per year, the IRS maximum.
• Diverse, inclusive and welcoming culture with Business Resource Groups.

About Medical Mutual :

Medical Mutual's status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors.

Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There's a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans.

We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans.

Our plans provide peace of mind to more than 1.2 million Ohioans.

We're not just one of the largest health insurance companies based in Ohio, we're also the longest running. Founded in 1934, we're proud of our rich history with the communities where we live and work.

At Medical Mutual and its family of companies we celebrate differences and are mutually invested in our employees and our community.

We are proud to be an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.