Job Summary
The Education & People Development Manager provides strategic leadership for People Development Team, leadership development, employee engagement, coaching, customer service excellence, and culture initiatives across Summit Healthcare. This position partners with leaders, providers, and team members to strengthen organizational effectiveness, enhance leadership capability, improve employee and patient experience outcomes, and support the organization's strategic goals. The Manager serves as a trusted advisor, change agent, coach, facilitator, and consultant who develops and implements programs that foster a highly engaged workforce, exceptional service culture, and continuous improvement throughout the organization.
Essential Functions
- Lead the design, implementation, and evaluation of organization-wide learning and development, leadership development, customer service, and employee engagement programs aligned with strategic goals.
- Develop and oversee customer service excellence programs that enhance employee, patient, and provider experiences while reinforcing organizational values and service standards.
- Design and facilitate leadership development programs, management training, onboarding, workshops, and educational initiatives that build workforce capability and succession readiness.
- Serve as a strategic advisor to leaders on talent development, culture, organizational effectiveness, workforce engagement, and change management.
- Analyze engagement, service, workforce, and organizational data to identify trends, measure outcomes, and drive continuous improvement.
- Lead culture transformation, service excellence, and change management initiatives that strengthen organizational performance and employee retention.
- Develop learning resources, training tools, accountability measures, and competency-based development programs that promote continuous learning and exceptional service.
Other Duties
- Participate in committees, leadership teams, special projects, and organizational meetings to support strategic and operational objectives.
- Support accreditation, regulatory readiness, workforce planning, employee development, and engagement initiatives across the organization.
- Review, develop, and maintain departmental policies and procedures, and perform other duties as assigned to meet organizational needs.
Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Abilities
- Must be able to read, write, understand, and speak English.
- Demonstrated ability to influence, coach, and develop leaders and teams at all organizational levels.
- Strong facilitation, presentation, consulting, and relationship-building skills.
- Ability to effectively manage multiple priorities and projects in a fast-paced environment.
- Ability to analyze qualitative and quantitative data and translate findings into actionable recommendations.
- Ability to lead organizational change initiatives and gain stakeholder commitment.
- Strong critical thinking, problem-solving, and decision-making capabilities.
- Ability to maintain confidentiality and exercise sound judgment regarding sensitive employee and organizational matters.
- Proficient in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, and virtual learning platforms.
- Ability to work effectively with diverse populations, backgrounds, and perspectives
Supervisory Responsibilities
- Directly supervises People Development team.
- Provides leadership, coaching, performance management, development planning, and operational oversight for assigned staff.
- Oversees external consultants, facilitators, and training vendors as necessary.
Physical Demands
Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods of time. The worker is subject to substantial overtime, evening meetings, on-call status, contact with chemicals, contact with infectious fluids, heavy lifting, constant standing, extensive close work, extensive computer work, and encounters with upset/disturbed individuals.
Required Education and Experience
• Bachelor's degree in Human Resources, Organizational Development, Organizational Leadership, Business Administration, Healthcare Administration, Psychology, Behavioral Sciences, Training and Development, or related field; or equivalent combination of education and experience.
• Minimum five (5) years of progressive experience in organizational development, leadership development, coaching, employee engagement, talent development, human resources, service excellence, or related field.
• Minimum two (2) years of leadership or management experience in healthcare.
• Experience designing and facilitating leadership development, coaching, training, and organizational effectiveness initiatives.
• Experience leading organizational change, process improvement, culture transformation, or employee engagement initiatives.
Preferred Education and Experience
• Master's degree in Organizational Development, Human Resources, Organizational Leadership, Healthcare Administration, Business Administration, Psychology, or related field.
• Direct experience with Joint Commission Accreditation.
OSHA Exposure Category:
Involves no regular exposure to blood, body fluids, or tissues, and tasks that involve exposure to blood, body fluids, or tissues and are not a condition of employment.
This is a safety sensitive position.
