Company: Well is a healthcare innovation company with the heart of a services organization and the DNA of a SaaS platform. Our Dynamic Engagement System transforms workforce health by uniting AI, human guidance, and proven behavioral science to reduce costs, improve outcomes, and create resilient, thriving workforces. We partner with the world’s largest, most sophisticated employers and the consultants who advise them. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees. We promote an employee- and member-centric culture with generous benefits, which you can learn more about here: https://www.well.co/careers.
Position Title: Member Services Training Lead
Reporting To: Member Services Operations Manager
Location: 501 W Franklin St, Chapel Hill, NC (In Office)
Compensation: $55,000-$60,000, depending on experience, plus benefits
Close Date: 8/28/2026
About the Role:
We are seeking an experienced and collaborative trainer to design, develop, and facilitate best-in-class training that leads to real learning and performance improvement for our Member Services Contact Center. The Training Lead will also support the Member Services Leadership Team to ensure operational success as we scale.The ideal candidate is passionate about supporting diverse learning styles, driving process improvement, and explaining the "why" behind procedures.
The ideal candidate brings a strong background in contact center operations, a deep understanding of adult learning principles, and a passion for coaching and mentoring.
Key Responsibilities:
Training & Facilitation
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Lead comprehensive, multi-week new hire training, delivering expert instruction on internal workflows, policies, effective communication strategies, and CRM systems.
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Conduct upskilling, refresher, and specialized training to maintain high performance and prepare for successful initiatives, including client launches and new programs, with minimal operational disruption.
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Deliver engaging, interactive instructor-led training (ILT), virtual instructor-led training (vILT) and online learning sessions.
Curriculum Development & Knowledge Management
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Establish and manage a quarterly training calendar to serve as the strategic training roadmap for the department.
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Design, develop, and update training materials, including decks, facilitator guides, participant workbooks, job aids, assessments, and e-learning modules.
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Build workflows, scripts, and guidelines documents to support unique client requirements.
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Maintain and organize content within the Learning Management System (LMS) and internal knowledge base, including the department's "Single Source of Truth" knowledge base, ensuring all protocols and guidelines are accurate and accessible.
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Serve as a primary resource for front-line Member Services “Well Guides” and subject matter experts (SMEs), providing expert guidance on protocols and operational standards.
Coaching & Performance Evaluation
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Collaborate with Quality Assurance experts and department managers to monitor essential performance indicators—including member satisfaction, resolution efficiency, and initial contact success—to refine and customize training delivery.
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Create individualized success plans for new hire trainees using knowledge checks, observational feedback, and coaching sessions to ensure a successful transition to the operations team.
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Partner with leadership to identify skill gaps and organize targeted training sessions to ensure incumbent employees deliver an optimal member experience.
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Track and report on key training metrics, such as time-to-proficiency, training attrition, and initial Quality Assurance scores
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Collaborate with cross-functional teams (e.g., technical, product, design) to support and implement feature rollouts across all Well Guide tooling and product offerings.
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Bachelor's Degree in Education, Human Resources, Communications, Business or a related field (or equivalent practical experience).
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3-5 years of experience in a corporate training or instructional design role, with experience in a contact center or customer support environment
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Hands-on experience with CRM and contact center software (e.g., Salesforce, Genesys).
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Proficiency in Learning Management Systems (LMS) and e-learning authoring tools
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Solid understanding of adult learning principles (e.g., ADDIE model, Bloom’s Taxonomy) and instructional design basics.
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Exceptional communication, presentation, and interpersonal skills.
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Patience and empathy, with a coaching style that is effective with and adaptive to a variety of learning styles.
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Analytical thinking, with an ability to connect training outcomes to business metrics.
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Strong decision-making skills and the ability to balance structured processes with agility.
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Strict adherence to Well data security policies and HIPAA guidelines to protect sensitive member data.
Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare. We welcome team members who are passionate about that mission. We embrace diversity and are committed to building an inclusive team.
Well is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. We seek diversity and encourage individuals from underrepresented groups to apply.
