This role partners closely with the Director of Operations and department level Leads to identify performance gaps, implement targeted training, and ensure measurable improvement. Training is treated as an ongoing system – where gaps are identified, addressed, and tracked to drive sustained performance.

While department Leads are responsible for SOPs and training delivery, this role ensures training programs are structured, aligned to performance expectations, and effective. The focus is on equipping teams and leaders to consistently meet operational KPIs while reinforcing a people-first, accountability-driven culture.

Key Responsibilities

Employee Performance Monitoring

• Monitor and analyze employee-level productivity and quality metrics across operational teams
• Develop reporting tools that provide visibility into individual performance trends
• Identify employees or teams that do not meet established performance expectations
• Partner with department Leads to review employee performance data and determine appropriate improvement strategies

Training Framework & Curriculum Development

• Develop and maintain the organizational training framework for operational teams
• Design structured training curricula aligned with operational roles and responsibilities
• Ensure training materials and curriculum support employee performance expectations
• Maintain training documentation standards and program structure across departments
• Establish clear processes for ongoing training, reinforcement, and skill development beyond initial onboarding

Training Gap Identification & Ongoing Development

• Identify training gaps by analyzing employee performance metrics and operational trends
• Communicate observed skill or knowledge gaps to department Leads
• Collaborate with Leads to implement targeted training interventions aligned to identified gaps
• Monitor post-training performance to ensure measurable improvement and retention of skills
• Adjust training approaches based on performance outcomes to ensure continuous effectiveness
• Support a culture of continuous learning, where training is proactively used to strengthen performance rather than reactively applied

Performance Accountability & Leadership Support

• Support department Leads in reinforcing accountability for employee productivity and quality metrics
• Help ensure consistent application of performance expectations across operational teams
• Assist in identifying root causes of employee performance challenges (training, process, or behavioral)
• Partner with Leads and Directors to ensure performance issues are addressed consistently and in a timely manner
• Provide visibility and escalation to operational leadership when performance gaps are not being addressed or are being tolerate
• Reinforce leadership effectiveness by helping Leads translate performance data into actionable coaching and development plans

Leadership Development & Capability Building

• Support the development of department Leads by strengthening their ability to coach, train, and manage performance
• Provide guidance on performance management best practices, including feedback delivery, accountability, and coaching techniques
• Identify leadership gaps that may be contributing to team performance challenges
• Partner with operational leadership to strengthen consistency in how performance standards are communicated and upheld

Performance Reporting

• Maintain reporting tools and dashboards related to employee productivity and quality metrics
• Provide performance insights and summaries to operational leadership
• Identify trends that may indicate operational risks, skill gaps, or development opportunities

What Success Looks Like

• Employee performance metrics are consistently monitored and visible to leadership.
• Training programs are structured and aligned with operational performance expectations.
• Training gaps are identified early and communicated to department Leads.
• Leads have better tools and insight to coach and develop their teams.
• Workforce productivity and performance consistency improves across departments.

Key Competencies

• Workforce performance management
• Data analysis and performance monitoring
• Training program development and continuous improvement
• Leadership coaching and development
• Organizational discipline and structure
• Strong collaboration with operational leadership
• Ability to influence teams without direct authority
• Commitment to a people-first, accountability-driven culture

Qualifications

• Bachelor’s degree required (Business, Healthcare Administration, or related field preferred, or equivalent experience)
• Experience in workforce performance, operations, or training-focused roles
• Experience analyzing employee productivity or performance metrics
• Experience designing training programs or workforce development frameworks
• Strong analytical and organizational skills

Organizational Alignment

VP of Operations

Strategic leadership, operational priorities

Director of Operations

Department leadership, operational KPI ownership

Department Leads

SOP development, subject matter expertise, employee training delivery

People Performance Manager

Training framework design, employee KPI monitoring, training gap identification

 

Medbill Culture

At Medbill, our Core Values are People, Act with Integrity, Collaborate, Respect, Innovate, and Advance. These values guide every aspect of our work so we can foster an environment where each team member is valued and heard while contributing to our mission of operational excellence. 

As Medbill continues to grow and evolve, this role may adapt to align with organizational needs and individual strengths. While core responsibilities are clearly defined, this position emphasizes partnership, flexibility, and professional development in support of company goals.