Manager, Operations Excellence

About the Role 

At Hopscotch Primary Care, our care teams are at the center of everything we do. As the Manager, Operations Excellence, you will lead the design and execution of learning and development initiatives that enable our teams to deliver exceptional patient care. 

In this role, you will build and scale Hopscotch's learning ecosystem by developing engaging training programs, overseeing our Learning Management System, and creating standardized learning resources. You'll partner across the organization to ensure education is consistent, effective, and supports operational excellence. 

As Hopscotch continues to grow, you will play a key role in developing scalable onboarding programs, supporting organizational change initiatives, and preparing new clinics and teams for success. You will be asked to travel to our regions on occasion to support training delivery, onboarding, and new clinic launches. 

What You'll Do 

Learning Strategy & Content Development 

• Develop and execute Hopscotch's learning strategy, in partnership with the Director of Operations Excellence, to support organizational priorities and future growth. 
• Design engaging onboarding and training programs for clinical, operational, and central teams using instructor-led, virtual, and self-paced learning. 
• Partner with subject matter experts to create and maintain high-quality training materials, job aids, videos, and eLearning content. 
• Apply adult learning principles and instructional design best practices to improve learner engagement and knowledge retention. 

Learning Systems & Standardization 

• Serve as the primary administrator for Hopscotch's Learning Management System. 
• Build and maintain a centralized learning library to ensure training resources remain current, accessible, and standardized. 
• Standardize training across the organization, partnering with subject matter experts to ensure consistent, high-quality content and delivery. 
• Measure training effectiveness through reporting, learner feedback, and performance metrics — such as new-hire time-to-productivity, training completion, and learner satisfaction — and continuously improve programs based on results. 
• Partner across departments to ensure training aligns with operational workflows and organizational priorities. 

Organizational Readiness & Growth 

• Support implementation of new technologies, workflows, and operational initiatives through education and change management. 
• Design training standards and guides to enable project leader-led training to meet training standards. 
• Develop scalable onboarding and training programs for new clinics, acquisitions, and future market expansion. 
• Facilitate virtual and in-person training sessions across Western North Carolina and future markets as needed. 

About You 

You would be a great fit if you have: 

• Bachelor's degree in Healthcare Administration, Business Administration, Education, Instructional Design, Organizational Development, or a related field. 
• 5+ years of experience in learning and development, healthcare operations, instructional design, or organizational development. 
• Experience developing training programs and managing a Learning Management System. 
• Strong instructional design, facilitation, project management, and communication skills. 
• Ability to build strong cross-functional partnerships and manage multiple priorities in a fast-paced environment. 

Preferred Qualifications 

• Experience in healthcare operations or value-based care. 
• Experience supporting multi-site organizations. 
• Knowledge of adult learning principles, instructional design, and change management. 
• Experience with learning authoring tools (Articulate, Rise, Camtasia, Canva, or similar).