Training & Development Manager

Position Summary 

At Cloud Rx, the Training & Development Manager plays a key role in ensuring all team members receive the training, coaching, and support necessary to deliver exceptional patient and client service. This role oversees all aspects of employee training and quality assurance within the pharmacy operations teams—supporting process consistency, call excellence, and operational compliance. 

The Manager is responsible for designing, implementing, and evaluating training programs while managing call quality monitoring, NPS, and PSAT (Patient Satisfaction) processes. This role also leads operational audits to identify opportunities for improvement and partners with leadership to enhance both team performance and customer satisfaction. 

The Training & Development Manager works closely with the Pharmacy Operations Manager (PIC) and the Business Process Optimization Manager to align learning programs with business goals. This position directly impacts Cloud Rx’s service excellence by ensuring our team members are skilled, engaged, and consistently delivering high-quality interactions. 

At Cloud Rx, we believe that developing our people is the foundation of our success—and this role is essential to nurturing a culture of learning, growth, and performance. 

Essential Duties and Responsibilities 

• Team Training & Development: Design, deliver, and maintain comprehensive training programs for new hires and existing team members, with emphasis on call handling, customer service, compliance, leadership and operational workflows. 
• Quality Assurance: Monitor call performance and service delivery standards, providing targeted feedback and coaching to ensure consistency and excellence.
• Operational Audits: Conduct periodic audits of operational processes to ensure adherence to company policies, identify inefficiencies, and drive corrective actions.
• NPS & PSAT Management: Oversee survey administration and reporting. Analyze results, identify trends, and collaborate with leaders to improve patient and client satisfaction. 
• Reporting & Analytics: Prepare reports on training progress, call quality, audit outcomes, and satisfaction metrics. Use data insights to refine programs and inform business decisions. 
• Cross-Functional Collaboration: Partner with HR, IT, Operations, and other departments to align training initiatives and quality programs with company objectives. 
• Process Improvement: Continuously evaluate training materials, tools, and delivery methods to ensure relevance, accuracy, and effectiveness. Recommend and implement improvements to enhance overall team performance.
• Coaching & Support: Work with supervisors and team leads to address performance gaps, ensure consistent application of policies, and strengthen overall service delivery. 

Top Technical Skills & Knowledge 

• Training Design & Facilitation: Experience creating engaging training content and leading effective learning sessions. 
• Quality Management: Proficient in evaluating call performance, customer interactions, and service quality standards.
• Data Analysis: Skilled in interpreting NPS, PSAT, and operational metrics to drive actionable insights. 
• Operational Understanding: Familiarity with pharmacy operations, patient interaction standards, and compliance expectations. 

Top Competencies 

• Strong communication and presentation skills. 
• Proven leadership and coaching abilities. 
• Analytical mindset with attention to detail and accuracy.
• Collaborative approach with cross-department coordination. 
• Passion for professional development and continuous improvement. 

Minimum Qualifications (Knowledge, Skills, and Abilities) 

• Bachelor’s degree in Business, Healthcare Administration, or a related field (preferred). 
• 5 years of experience in training, quality assurance, or customer service roles, with at least 2 years in a leadership or management capacity. 
• Experience in a healthcare or pharmacy environment preferred. 
• Demonstrated ability to manage multiple projects and priorities in a fast-paced setting. 
• Excellent verbal and written communication skills. 
• Proficiency in training tools, LMS platforms, and reporting systems. 
• Strong organizational and problem-solving skills with attention to accuracy and compliance.