Technical Support Manager – Learning and Development

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together

We are seeking a highly motivated and experienced Learning and Development Manager to lead our training initiatives for the Global Service Desk within IT Support Services. The Training Manager will be responsible for both instructional design and developing, implementing, and overseeing training programs that enhance the skills and knowledge of our tech support team members. This role requires a strategic thinker with excellent leadership and communication skills, capable of driving continuous improvement in training processes and outcomes.

Primary Responsibilities:

• Develop and implement comprehensive training programs for tech support staff, focusing on both technical skills and customer service excellence
• Collaborate across leadership and subject matter experts to identify training needs and create relevant content
• Oversee the delivery of training sessions, workshops, and e-learning modules, ensuring they are engaging and effective
• Monitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics
• Manage a team of trainers and content developers and provide guidance, support, and professional development opportunities
• Stay updated with the latest industry trends and technologies to ensure training content remains current and relevant
• Foster a culture of continuous learning and improvement within the tech support team
• Coordinate with global teams to ensure consistency and alignment in training practices across different regions
• Designing and developing comprehensive training programs and curricula that align with organizational goals and industry standards
• Creating engaging and effective instructional materials, including e-learning modules, workshops, and training manuals, using instructional design principles
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 2+ years of experience in Instructional Design
• 2+ years of experience in a training management role, preferably within a tech support or IT service desk environment
• 2+ years of experience with LMS platforms
• 2+ years of proficiency in using training software and tools, with familiarity in e-learning platforms such as Camtasia, Storyline, and Articulate
• Ability to create and integrate multimedia elements such as graphics, videos, and animations
• Solid understanding of technical support processes and customer service principles
• Proven excellent communication, presentation, and interpersonal skills
• Ability to lead and motivate a team, manage multiple projects, and meet deadlines
• Solid understanding of learning theories and instructional design models (e.g., ADDIE, Bloom’s Taxonomy)

Preferred Qualification:

• Certification in training and development (e.g., CPTD, ATD)

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Optum is a drug-free workplace. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.

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