Manager, Technical Training

Responsibilities

About The Role

The Defense Mission and Health Solutions team, Benefits, Claims & Integrity Solutions Operating Unit seeks a  Program Training Director to support our Health and Human Services (HHS) and Centers for Medicare and Medicaid Services (CMS) customer delivery and be part of the leadership for CMS Consumer Information and Insurance Oversight (CCIIO) initiatives.  The Program Training Director will lead the strategy, development, and delivery of mission‑critical training solutions across a high‑visibility program supporting our federal customer. In this role, you will design and implement a comprehensive training ecosystem that ensures workforce readiness, operational excellence, and continuous improvement in alignment with program objectives and customer requirements.

As the Program Training Director, you will partner closely with program leadership, customer stakeholders, and operational teams to identify training needs, assess capability gaps, and drive the execution of scalable learning solutions. You will oversee all training operations—including curriculum development, instructional design, knowledge management, and performance metrics—to ensure personnel and consumers are equipped with the information they need to engage effectively with program services.

 

What you’ll do:

• Develop and oversee a program‑wide training strategy aligned to contractual requirements, customer priorities, and mission outcomes.
• Lead the design, delivery, and sustainment of training curricula, learning pathways, and workforce development plans.
• Establish and manage comprehensive training programs for Eligibility Support Workers (ESWs), ensuring they are equipped to deliver accurate, efficient, and customer‑focused eligibility and enrollment support.
• Develop consumer‑facing education materials and training approaches that promote awareness, accessibility, and understanding of eligibility processes, application requirements, and available services.
• Collaborate with program managers, technical leads, and customer representatives to identify skill gaps and emerging needs.
• Establish and maintain standardized training processes, documentation, and governance frameworks.
• Implement training delivery methods including instructor‑led, virtual, blended learning, and self‑paced modules.
• Track and report training performance metrics, certification compliance, knowledge retention, and workforce readiness.
• Ensure training content remains current, accurate, and responsive to operational changes, policy updates, and system enhancements.
•  Manage and develop a multidisciplinary training staff including instructional designers, trainers, and SMEs.
• Support proposal efforts, contract modifications, and customer engagements related to training scope and requirements.
• Drive continuous improvement across all training functions through feedback loops, quality assessments, and lessons learned.

Qualifications

Required Qualifications:

• 10+ years of experience in training program management, instructional development, or workforce development leadership.
• Experience supporting federal, state, or large‑scale public sector programs.
• Strong understanding of adult learning principles, curriculum design, and training technologies.
• Proven ability to lead teams and manage training operations at scale.
• Excellent communication, stakeholder engagement, and problem‑solving skills.

• US Citizen and the ability to obtain a Public Trust clearance.

 Preferred Qualifications:

• Active public trust clearance
• Bachelor’s degree in Education, Instructional Design, Business, or related field; or equivalent experience.
• Master’s degree in a relevant field.
• Experience in human services, eligibility operations or programs, or call center environments.
• Familiarity with compliance‑driven training frameworks and service‑centered customer programs.
• Experience implementing modern learning platforms and data‑driven training metrics.

 

Target Salary Range$104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.