Director, Training and Enablement

What You'll Be Doing

Customer Onboarding & User Education

Design and own the end-to-end user onboarding experience for new Arcadia customers, from initial platform orientation through sustained adoption milestones

Develop role-based curricula for distinct user personas: clinical staff, care managers, payer analysts, health system administrators, and executive stakeholders

Partner with Implementation and Customer Success to align training delivery with go-live timelines and post-launch success metrics

Build and own Arcadia’s certification programs, including the Arcadia Certified Professional pathway, expanding credentialing across customer and internal audiences

Coordinate training delivery at customer-facing events including Arcadia’s annual Aggregate conference

Asynchronous Learning & Content Development

Transition the Training & Enablement function to an AI first offering, leveraging LLMs and NLP user interfaces to support comprehensive yet personalized training journies for users

Lead development of a scalable library of asynchronous learning materials: video tutorials, interactive walkthroughs, knowledge base articles, and role-based learning paths

Own the Learning Management System strategy and administration — platform optimization, content architecture, learner experience, and reporting on engagement and completion

Apply instructional design best practices to translate complex healthcare data workflows into clear, durable learning content

Establish version control and content lifecycle governance to keep materials current through rapid product iteration

Product Partnership & Feature Release Readiness

Serve as the training and enablement lead embedded in the product release cycle, participating in roadmap reviews and LA-to-GA readiness processes

Coordinate end-user V&V testing and develop feature enablement content deployed concurrent with or ahead of customer-facing launches

Develop deep, hands-on functional knowledge of the Arcadia platform across data ingestion, population health analytics, quality reporting, and Arcadia Vista

Domain Fluency & Workflow Intelligence

Stay current on the value-based care landscape — CMS programs (MSSP, ACO REACH, LEAD, ACCESS, Medicare Advantage), quality reporting programs, and payer/provider dynamics — so training content reflects real customer use cases

Demonstrate deeply credible understanding of customer clinical and operational workflows, including how users interact with EHRs, care management tools, and other third-party systems alongside Arcadia

Conduct user research and workflow shadowing to continuously ground training design in real-world context and surface product feedback

Internal Enablement

Build and deliver internal enablement programs that keep Arcadia’s customer-facing teams current on platform capabilities, new products, and the evolving VBC landscape

Develop onboarding programs for new hires in Customer Success, Implementation, and other operational roles, applying the Arcadia Certified Profession designation and ensuring fast time-to-productivity

Support continuing education across the broader operations organization

Team Leadership & Operations

Hire, develop, and manage a small team of instructional designers and/or training specialists (1–3 direct reports, with runway to grow)

Define and track KPIs across training engagement, completion rates, certification attainment, and correlation to customer adoption and retention

Build scalable operational processes for training content production, review, approval, and deprecation

What You'll Bring

10+ years of experience in training, customer education, or enablement roles, with at least 5 years in enterprise health IT or SaaS healthcare platforms

Proven dual track record in both internal team enablement (onboarding and continuing education for large CS or operations organizations) and external customer training programs

Health IT platform depth: direct experience with clinical or analytics software in the payer or provider space (e.g., EHR platforms, population health tools, care management systems, analytics platforms)

Value-based care fluency: working knowledge of VBC models, CMS quality programs, MSSP/ACO structures, and the clinical and financial workflows that drive customer use cases at Arcadia

Instructional design expertise: demonstrated ability to build asynchronous learning content using modern authoring tools (Articulate, Camtasia, or equivalent) and administer LMS platforms at scale

Release management experience: familiarity with Limited Availability-to-General Availability readiness processes, end-user Verification & Validation testing, and coordinating training delivery alongside product launches

Operational discipline: a track record of building and running programs with rigor — governance, KPIs, process documentation, and continuous improvement

Player-coach leadership: comfortable setting strategy and personally executing while building and developing a small team

Communication range: able to tailor content and messaging for clinical, analytical, operational, and executive audiences

Would Love for You to Have

Background in clinical informatics, health services, or direct clinical practice

Experience running large-scale customer training events or user group conferences (e.g., Training Day programming at a multi-day customer conference)

Familiarity with SCORM/xAPI standards and enterprise LMS administration

Experience at a high-growth health IT company navigating rapid product expansion

Experience using AI tools to enhance content development, learning personalization, or training workflow efficiency

What You'll Get

Opportunity to shape impactful training programs in a rapidly evolving healthcare environment

Engagement with cross-functional teams in a mission-driven company transforming healthcare

Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care

A flexible, remote friendly company with personality and heart

Employee driven programs and initiatives for personal and professional development

Become a member of the talented, energized, diverse and purpose-driven Arcadian Community