Instructional Design Manager

📍 Job Overview

Job Title: Training Manager (ICM), Customer Care

Company: athenahealth

Location: Belfast, ME, United States

Job Type: FULL_TIME

Category: Learning & Development / Operations Enablement

Date Posted: March 30, 2026

Experience Level: Mid-Senior Level (4+ years)

Remote Status: On-site

🚀 Role Summary

• Spearhead the design, development, and implementation of comprehensive L2/L3 Customer Care training programs, focusing on enhancing employee retention and knowledge transfer within a dynamic healthcare IT environment.

• Collaborate closely with Subject Matter Experts (SMEs) and business operations partners to refine internal processes, analyze performance trends, and translate data-driven insights into actionable training strategies.

• Act as a critical cross-departmental liaison, building adaptable and scalable educational initiatives that align with organizational goals and evolving business needs.

• Leverage adult learning theories and cutting-edge learning technologies to create engaging and effective educational content across various modalities, including instructor-led, eLearning, and blended learning.

• Drive continuous improvement by designing assessment methods, analyzing training effectiveness, and implementing feedback loops to optimize learning outcomes and agent efficiencies.

📝 Enhancement Note: This role, while titled "Training Manager," functions as an "Individually Contributing Manager" (ICM), indicating a focus on deep subject matter expertise and execution rather than direct people management. The emphasis on L2/L3 Customer Care training suggests a need for specialized knowledge in complex customer support processes within the healthcare IT sector, aligning with athenahealth's mission. The role requires a blend of instructional design acumen, analytical capabilities, and strong stakeholder management, typical of senior operations enablement professionals.

📈 Primary Responsibilities

• Design, develop, and revamp both new and established learning curriculums for L2/L3 Customer Care, ensuring alignment with business objectives and industry best practices.

• Create and manage engaging learning activities and compelling course content in partnership with SMEs, utilizing instructor-led, eLearning, and blended learning approaches informed by adult learning theories.

• Analyze departmental learning needs and ensure developed programs effectively meet specific business requirements and performance metrics.

• Research and apply emerging trends and best practices in learning technologies and instructional design to foster innovation and enhance training efficacy.

• Build and maintain strong stakeholder relationships with teams external to L2/L3 to proactively identify and address upcoming learning needs and anticipate future organizational initiatives.

• Maintain detailed project plans, course documentation (agendas, materials), and training schedules to ensure efficient and effective training delivery and measurable business outcomes.

• Devise and implement robust modes of assessment, including tests, quizzes, and practical application exercises, to accurately measure the effectiveness and impact of training programs.

• Collaborate with SMEs and business owners to analyze trends, update timelines, content, and course flow, aiming to increase agent efficiencies and decrease time-to-contribution.

• Facilitate department-level trainings across the L2 & L3 organization, often in partnership with business SMEs, to enhance organizational readiness and skill proficiency.

• Work closely with L1 Training teams and SMEs to clearly define hand-off points between different levels of course material and on-the-job training.

• Identify and address gaps in employee learning through creative solutions and design feedback processes that ensure success and accountability for implemented changes.

• Model the execution of gap-fill projects creatively for the team, leveraging available solutions like Articulate, Cornerstone, or other Learning Management Systems (LMS).

• Develop supporting materials and media, including audio, video, simulations, role-plays, and games, to enhance learner engagement and comprehension.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on process improvement and data-driven decision-making within the training function. The requirement to "work-cross functionally with business leads to develop/refine internal process documentation" and "track trends, and determine actionable next steps to better the customer experiences" points to a deeply integrated role within operations, not just a standalone training function. The mention of KCS (Knowledge-Centered Service) in the skills section further reinforces this operational focus.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Instructional Design, Educational Technology, related field, or equivalent practical experience.

Experience:

• 4+ years of experience managing cross-functional projects in a dynamic work environment, preferably within the healthcare IT or customer service sectors.

• Demonstrated ability to effectively collaborate with diverse cohorts, backgrounds, and communication styles.

• Proven track record of exhibiting flexibility and creating intellectual capital within a team setting.

Required Skills:

• Instructional Design: Expertise in designing and developing engaging learning content using adult learning theories and best practices.

• SME Collaboration: Proven ability to partner effectively with Subject Matter Experts to gather information and validate content accuracy.

• Process Documentation & Analysis: Skill in documenting, refining, and analyzing internal processes to identify areas for improvement in training and customer experience.

• Data Analysis & Interpretation: Ability to use data to identify trends, measure training effectiveness, and tell a story to inform strategic adjustments.

• Cross-functional Communication: Excellent verbal and written communication skills, with the ability to interpret and communicate complex information across departments and diverse stakeholders.

• Learning Technologies Proficiency: Strong computer skills, including proficiency in all Microsoft Office programs, Articulate, Cornerstone, or other LMS platforms, and SharePoint.

• Project Management: Experience managing project plans, timelines, and deliverables in a fast-paced environment.

• Assessment Design: Ability to create effective assessment tools to measure learning outcomes.

• Relationship Development: Strong skills in building and managing relationships with internal and external stakeholders.

Preferred Skills:

• Healthcare IT Industry Knowledge: Familiarity with healthcare workflows, EMR/EHR systems (like athenahealth's), and customer care challenges in this sector.

• Knowledge-Centered Service (KCS): Experience or understanding of KCS principles for knowledge management.

• Learning Analytics: Ability to leverage advanced learning analytics to drive program optimization.

• Multimedia Development: Experience creating audio, video, or interactive simulations for training purposes.

📝 Enhancement Note: The "4+ years managing cross-functional projects" requirement, coupled with the emphasis on collaboration and dynamic environments, suggests this role is ideal for individuals who have demonstrated leadership in complex project execution, even if not in a formal management title. The specific mention of Articulate and Cornerstone LMS, along with SharePoint and KCS, provides critical keywords for ATS optimization and candidate targeting.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Instructional Design Case Studies: Showcase at least 2-3 detailed case studies demonstrating the full lifecycle of training program development, from needs analysis to evaluation. Highlight the specific problem, your solution, the tools used, and measurable outcomes.

• Process Improvement Examples: Include documentation or descriptions of how you've analyzed and improved existing processes through training interventions, focusing on efficiency gains, knowledge transfer enhancement, or reduction in errors.

• Content Development Samples: Provide examples of diverse training materials you've created, such as eLearning modules (screenshots or links), facilitator guides, participant workbooks, job aids, or assessment questionnaires.

• Data-Driven Impact: Demonstrate how you've used data (e.g., performance metrics, feedback surveys, assessment scores) to inform training design, measure effectiveness, and report on ROI. Quantify results wherever possible.

Process Documentation:

• Needs Analysis Documentation: Evidence of how you conduct and document learning needs analyses, including stakeholder interviews, performance gap identification, and curriculum planning.

• Workflow Design & Optimization: Examples of how you map out and optimize learning workflows, ensuring logical progression and integration with existing operational processes.

• Implementation & Automation: Showcase experience with implementing training programs using LMS platforms and potentially leveraging automation for administrative tasks or content delivery.

• Measurement & Performance Analysis: Documentation of how training effectiveness is measured and reported, including Kirkpatrick's levels of evaluation or similar frameworks.

📝 Enhancement Note: For an operations-focused role like this, a portfolio should emphasize not just the creation of training materials but also the strategic thinking behind them, the process of collaboration, and the quantifiable impact on operational efficiency and employee performance. Demonstrating proficiency with specific tools like Articulate and LMS platforms within these case studies is crucial.

💵 Compensation & Benefits

Salary Range: $86,000 - $146,000 USD per year

Explanation of Range:

This salary range reflects athenahealth's compensation philosophy for this role, considering factors such as job-related experience, relevant knowledge and skills, candidate qualifications relative to others in similar roles, and geographical market rates for Belfast, ME. The mid-point of the range suggests a strong expectation for experienced candidates with a proven track record in instructional design and training management within complex operational environments.

Benefits:

• Health Insurance: Comprehensive health coverage options.

• Financial Benefits: Support for financial well-being.

• Incentives:

  • Short-Term Incentives
  • Long-Term Incentives
  • Annual Discretionary Bonus Plan
  • Variable Compensation Plan
  • Equity Plans (depending on role eligibility)

• Professional Development:

  • Tuition Assistance
  • Employee Assistance Programs (EAP)

• Commuter Support: Assistance for commuting to the Belfast office.

• Employee Resource Groups (ERGs): Opportunities to connect and engage with colleagues through shared interests and backgrounds.

• Collaborative Workspaces: Access to modern, supportive office environments.

• Work-Life Balance Initiatives: Flexible work arrangements and support for a fulfilling balance.

• Company-Sponsored Events: Participation in events like book clubs, external speaker sessions, and hackathons.

Working Hours:

• Standard full-time hours are expected, likely around 40 hours per week.

• While the role is on-site, athenahealth emphasizes work-life balance and offers flexibility through consistent communication and digital collaboration tools, allowing employees to find a productive balance.

📝 Enhancement Note: The provided salary range is competitive for a Training Manager role with significant responsibilities in a specialized industry like healthcare IT, especially for an on-site position in a location like Belfast, ME. The detailed benefits package underscores athenahealth's commitment to employee well-being and professional growth, which is attractive to operations professionals seeking long-term career stability. The inclusion of both discretionary and variable compensation plans suggests performance-driven opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology (Health IT)

Company Size: Large (Likely 5,000 - 10,000+ employees based on typical athenahealth size)

Founded: 1997

Company Description: athenahealth provides cloud-based healthcare IT solutions and services aimed at simplifying healthcare delivery. Their vision is to create an ecosystem that delivers accessible, high-quality, and sustainable healthcare for all, by eliminating daily hurdles for healthcare providers and allowing them to focus on patient care.

Company Culture: athenahealth's culture is driven by its "athenistas"—a diverse group of problem-solvers united by a mission to achieve their vision. The culture emphasizes innovation, passion, inclusiveness, accountability, and support. They foster a mission-driven environment where employees are encouraged to make their time count. Their commitment to Diversity, Equity, and Inclusion (DEI) is integral, aiming to address inequities in healthcare and create an inclusive environment for all stakeholders.

Team Structure:

• The Training Manager will likely be part of a broader Learning & Development (L&D) or Customer Operations enablement team.

• This role is described as "Individually Contributing Manager" (ICM), suggesting a focus on individual expertise and project execution rather than direct team management.

• Collaboration will be extensive with various departments, including Customer Care leadership, SMEs across business operations, L1 Training teams, and potentially product or IT departments.

Methodology:

• Data-Driven Approach: Emphasis on using data to inform decisions, measure effectiveness, and drive improvements in training programs and operational outcomes.

• Process Optimization: Continuous focus on refining workflows, improving efficiency, and enhancing customer experiences through effective training and documentation.

• Agile & Adaptable Programs: Development of flexible and scalable learning solutions that can quickly adapt to frequent organizational changes and evolving business initiatives.

• Adult Learning Principles: Application of established pedagogical theories to ensure training is engaging, relevant, and effective for adult learners.

Company Website: athenahealth.com

📝 Enhancement Note: Understanding athenahealth's mission in healthcare IT is crucial. The company's focus on simplicity and eliminating hurdles for providers directly impacts the complexity and importance of the training provided to their customer care teams. The emphasis on DEI and a mission-driven culture suggests candidates who can align with these values will be a strong fit.

📈 Career & Growth Analysis

Operations Career Level: Mid-Senior Level (Instructional Design/Training Management)

This role represents a significant step for an instructional designer looking to specialize in a critical operational function within a large, impactful organization. As an ICM, the focus is on deep expertise and project leadership rather than people management, allowing for specialization in designing and implementing complex training solutions for customer-facing operations.

Reporting Structure:

The Training Manager will report to a higher-level L&D or Operations Enablement leader. This structure provides opportunities to learn from experienced leaders in the field and to gain exposure to broader organizational learning strategies. Collaboration will be a key aspect, working closely with SMEs and business leads who are peers or stakeholders in functional areas.

Operations Impact:

This role directly impacts the efficiency, effectiveness, and knowledge base of athenahealth's Customer Care teams. By improving training for L2/L3 support, the role contributes to:

• Enhanced Customer Satisfaction: Better-trained agents provide more accurate and efficient support, leading to improved client retention and Net Promoter Score (NPS).

• Reduced Operational Costs: Optimized training can decrease ramp-up time for new hires and reduce errors, lowering support costs and improving first-call resolution rates.

• Increased Employee Retention: Engaging and effective training programs contribute to employee satisfaction and professional development, potentially reducing turnover within the Customer Care department.

• Scalability & Adaptability: Ensuring training programs can scale with organizational growth and adapt to new product features or process changes is critical for the company's overall success.

Growth Opportunities:

• Specialization: Deepen expertise in instructional design, adult learning, and specific areas of healthcare IT customer support.

• Senior Individual Contributor Path: Progress to Senior Instructional Designer, Lead Instructional Designer, or Principal Training Specialist roles, tackling more complex projects and mentoring junior staff.

• Leadership Transition: Potential to move into management roles overseeing a team of instructional designers or training specialists, if desired, after gaining experience and demonstrating leadership potential.

• Cross-Functional Mobility: Opportunities to move into related operational roles, such as process improvement, quality assurance, or program management within Customer Operations or other GTM functions.

• Learning & Development Leadership: Advancement into broader L&D leadership roles, contributing to organizational learning strategy and talent development.

📝 Enhancement Note: The "Individually Contributing Manager" (ICM) designation is key here. It signals that career growth will likely focus on expanding scope, complexity, and strategic influence within individual contributor tracks, rather than necessarily moving into direct people management. Highlighting the direct impact on operational metrics like customer satisfaction, efficiency, and retention will be critical for candidates to articulate.

🌐 Work Environment

Office Type: On-site (Belfast, ME)

The role is based in the Belfast, Maine office, suggesting a need for local candidates or those willing to relocate. athenahealth promotes collaborative workspaces, indicating an environment designed for teamwork and interaction.

Office Location(s):

Workspace Context:

• Collaborative Environment: The office is designed to foster teamwork and interaction, which is essential for cross-functional collaboration with SMEs and business partners.

• Tools and Technology: Access to standard office technology, including computers, meeting rooms, and relevant software and systems (Articulate, Cornerstone, SharePoint, Microsoft Office Suite).

• Team Interaction: Opportunities for regular face-to-face interaction with colleagues, fostering a strong team dynamic and facilitating knowledge sharing.

• Healthcare Focus: The work environment is within a company dedicated to improving healthcare, which can be a motivating factor for employees.

Work Schedule:

• The standard work schedule is typically Monday through Friday, approximately 40 hours per week.

• While on-site, athenahealth's culture values work-life balance, suggesting that while commitment is expected, there's an understanding of individual needs for a fulfilling schedule. Flexibility may be available through communication and effective task management, though the core requirement is presence at the Belfast office.

📝 Enhancement Note: The on-site requirement for Belfast, ME, is a significant factor for potential applicants. Highlighting the collaborative nature of the workspace and the company's commitment to work-life balance, even in an on-site setting, can appeal to candidates seeking a structured yet supportive work environment.

📄 Application & Portfolio Review Process

Interview Process:

The interview process for this role likely involves several stages designed to assess instructional design expertise, operational understanding, collaboration skills, and cultural fit.

1. Initial Screening: A recruiter or HR representative will likely conduct an initial phone screen to assess basic qualifications, salary expectations, and interest in the role and company.

2. Hiring Manager Interview: A conversation with the hiring manager (likely a Senior L&D or Operations Enablement leader) to delve deeper into experience, project management skills, and understanding of training principles.

3. Skills Assessment / Case Study Presentation: Candidates may be asked to complete an instructional design exercise or present a portfolio review. This is a critical stage to evaluate practical skills, problem-solving abilities, and communication effectiveness. Expect to walk through a past project, detailing your role, challenges, solutions, and outcomes.

4. Cross-Functional/SME Interview: An interview with key stakeholders, such as Subject Matter Experts or business leads from Customer Care, to assess collaboration style, ability to understand business needs, and communication clarity.

5. Final Interview: Potentially a final interview with a senior leader to discuss strategic alignment, cultural fit, and long-term career aspirations within athenahealth.

Portfolio Review Tips:

• Structure Your Narrative: For each portfolio piece, clearly articulate the business problem or learning need, your specific role and contributions, the instructional design strategy employed, the tools and technologies used, and most importantly, the measurable results and impact on operational metrics (e.g., efficiency, accuracy, customer satisfaction).

• Quantify Achievements: Whenever possible, use data and metrics to demonstrate the effectiveness of your training programs. Highlight improvements in KPIs like reduced average handle time, increased first-contact resolution, or higher knowledge retention scores.

• Showcase Collaboration: Evidence of effective collaboration with SMEs, stakeholders, and potentially learners is crucial. Describe how you managed feedback, incorporated diverse perspectives, and navigated differing opinions.

• Demonstrate Tool Proficiency: Clearly show how you've utilized tools like Articulate, Cornerstone, or other LMS platforms in your projects. Screenshots, short demo videos, or interactive links can be very effective.

• Tailor to the Role: Emphasize projects related to customer support, operational efficiency, and healthcare IT if possible. Highlight your understanding of adult learning principles and how you've applied them to create engaging and effective learning experiences.

Challenge Preparation:

• Instructional Design Scenario: Be prepared for a scenario-based question asking how you would approach designing a training program for a specific operational challenge (e.g., a new product feature rollout, a change in customer service policy, or addressing a recurring knowledge gap). Focus on your process: needs analysis, design, development, implementation, and evaluation.

• Process Improvement Focus: Expect questions about how training can directly support operational improvements. Think about how to link training initiatives to KPIs and business objectives.

• Stakeholder Management: Practice articulating how you would manage expectations, gather requirements, and gain buy-in from various stakeholders, especially SMEs who may have different priorities.

• Data & Measurement: Be ready to discuss how you measure the success of training programs and how you use data to iterate and improve them.

📝 Enhancement Note: The emphasis on a portfolio review and potential case study presentation highlights the practical, execution-oriented nature of this role. Candidates should prepare to not only discuss their past work but also to demonstrate their thought process and problem-solving skills in real-time.

🛠 Tools & Technology Stack

Primary Tools:

• Articulate Suite (Storyline, Rise): Essential for creating interactive eLearning modules, simulations, and online courses. Proficiency in developing engaging content with these tools is expected.

• Cornerstone OnDemand (or similar LMS): Likely used for delivering, tracking, and managing training programs. Experience with Cornerstone, or any major LMS (e.g., Workday Learning, SAP SuccessFactors, Docebo), is critical for course deployment and administration.

• Microsoft Office Suite: High proficiency required in Word (for documentation), PowerPoint (for presentations and e-learning storyboards), Excel (for data analysis and tracking), and potentially Outlook (for communication and scheduling).

• SharePoint: Often used for document management, collaboration, and knowledge sharing within organizations. Familiarity with creating and managing content on SharePoint is beneficial.

Analytics & Reporting:

• LMS Reporting Features: Ability to extract and interpret data from Cornerstone or other LMS platforms to analyze training completion rates, assessment scores, and learner progress.

• Microsoft Excel: For advanced data manipulation, analysis, and creating custom reports or dashboards to visualize training effectiveness.

• Business Intelligence (BI) Tools (e.g., Tableau, Power BI): While not explicitly mentioned, familiarity with BI tools for more sophisticated data visualization and trend analysis would be a strong asset, especially for demonstrating ROI.

CRM & Automation:

• CRM Systems (e.g., Salesforce, Microsoft Dynamics): Understanding how customer data is managed in a CRM can provide context for customer care training needs.

• Workflow Automation Tools: Experience with any tools that automate administrative tasks within training or operations is a plus, though not explicitly required.

📝 Enhancement Note: The explicit mention of Articulate and Cornerstone is a strong indicator of the required technical skill set. Candidates should be prepared to discuss their experience with these specific platforms and how they've leveraged them to create impactful learning solutions.

👥 Team Culture & Values

Operations Values:

• Mission-Driven: A strong commitment to athenahealth's vision of delivering accessible, high-quality, and sustainable healthcare for all. This translates to understanding the impact of training on patient care and provider success.

• Accountability: Taking ownership of projects and outcomes, ensuring training programs are delivered effectively and meet their objectives.

• Inclusiveness: Valuing diverse perspectives and ensuring training materials and delivery methods are accessible and equitable for all learners.

• Supportive: Fostering a collaborative team environment where colleagues support each other and work together to achieve common goals.

• Efficiency & Simplicity: Aligning with athenahealth's core value of simplifying complex healthcare processes through well-designed and efficient training.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with various departments, including Customer Care leadership, SMEs, L1 Training, and potentially product development or IT.

• Partnership with SMEs: Building strong, trusting relationships with Subject Matter Experts is paramount for accurate and relevant content development.

• Data-Informed Dialogue: Engaging in data-driven discussions with stakeholders to identify needs, present findings, and advocate for training solutions.

• Feedback Culture: Openness to receiving and providing constructive feedback to continuously improve training programs and personal performance.

• Proactive Communication: Maintaining clear and consistent communication channels to ensure all parties are informed of project status, potential challenges, and successes.

📝 Enhancement Note: Candidates should be prepared to articulate how their personal values and collaboration style align with athenahealth's stated values, particularly regarding mission, accountability, and inclusivity. Demonstrating an understanding of how training directly supports the company's overarching mission in healthcare is essential.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Dynamic Healthcare IT Landscape: The healthcare industry and technology solutions are constantly evolving. Keeping training content current and relevant requires continuous learning and adaptation.

• Balancing Diverse Learning Needs: Catering to a wide range of learner styles, experience levels (L1, L2, L3), and geographical locations within Customer Care requires flexible and innovative instructional design.

• Measuring Training ROI: Quantifying the direct impact of training on key operational metrics (e.g., customer satisfaction, resolution times, revenue impact) can be challenging but is critical for demonstrating value.

• Cross-Departmental Alignment: Ensuring buy-in and consistent collaboration from multiple departments, each with potentially competing priorities, requires strong influencing and negotiation skills.

• On-site Requirement: For candidates not local to Belfast, ME, the on-site requirement presents a logistical challenge and necessitates a commitment to relocating or commuting.

Learning & Development Opportunities:

• Deep Dive into Healthcare Operations: Gain in-depth knowledge of the complexities of healthcare IT, customer support processes, and the unique challenges faced by athenahealth's clients.

• Advanced Instructional Design Techniques: Opportunities to master new e-learning authoring tools, explore gamification, microlearning, and other innovative learning methodologies.

• Leadership Development: While an ICM role, there are opportunities to develop leadership skills through project leadership, stakeholder management, and influencing without direct authority.

• Industry Conferences & Certifications: Potential for athenahealth to sponsor attendance at relevant L&D or healthcare IT conferences, or support professional certifications.

• Mentorship: Access to experienced leaders within athenahealth's L&D and Customer Operations teams for guidance and career development advice.

📝 Enhancement Note: Highlighting these challenges and framing them as opportunities for growth and skill development will resonate with ambitious candidates. Emphasize how the role provides exposure to unique industry challenges and advanced L&D practices.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex training program you designed and implemented for an operational team. What was the business problem, what was your approach, what were the key challenges, and what were the measurable results?" (Focus on process, problem-solving, and impact.)

• "How do you ensure your training content remains relevant and up-to-date in a rapidly changing industry like healthcare IT?" (Focus on continuous learning, feedback loops, and adaptation strategies.)

• "Imagine you need to train L2/L3 Customer Care agents on a new, complex feature in our EMR system. How would you approach the needs analysis, design, and delivery of this training, considering different learning styles and operational constraints?" (Focus on your instructional design methodology.)

Company & Culture Questions:

• "What interests you about athenahealth's mission in healthcare IT, and how do you see this role contributing to it?" (Focus on alignment with company vision and values.)

• "Describe a time you had to collaborate with challenging SMEs or stakeholders. How did you manage the relationship and achieve your objectives?" (Focus on collaboration and stakeholder management skills.)

• "How do you contribute to a positive and inclusive team environment?" (Focus on cultural fit and teamwork.)

Portfolio Presentation Strategy:

• Tell a Story: Structure your portfolio walk-through as a narrative. Start with the context, introduce the problem, detail your solution and role, highlight key decisions and challenges, and conclude with the impact and lessons learned.

• Focus on Impact: Clearly articulate the "so what?" for each project. How did your training intervention benefit the business, the employees, or the customers? Quantify results whenever possible.

• Demonstrate Process: Show your thought process. Explain why you chose specific design approaches, tools, or assessment methods. This demonstrates your strategic thinking.

• Be Concise and Engaging: Respect the interviewers' time. Prepare to present key highlights efficiently, but be ready to elaborate on details if asked. Use visuals effectively.

• Prepare for Q&A: Anticipate questions about your specific contributions, decisions, and the outcomes of your projects. Be ready to defend your choices and discuss alternative approaches.

📝 Enhancement Note: Candidates should prepare to demonstrate a strong understanding of athenahealth's business and mission, and how their instructional design expertise directly supports operational excellence within the healthcare IT context. The portfolio presentation is likely the most critical component for assessing practical skills and strategic thinking.

📌 Application Steps

To apply for this Training Manager (ICM), Customer Care position:

• Submit your application through the provided link on the athenahealth careers portal.

• Tailor Your Resume: Customize your resume to highlight experience in instructional design, adult learning principles, cross-functional project management, and proficiency with Articulate and Cornerstone (or similar LMS). Quantify achievements with metrics related to training effectiveness, efficiency gains, or knowledge transfer.

• Curate Your Portfolio: Select 2-3 strong case studies that best showcase your end-to-end instructional design process, focus on operational impact, and demonstrate your ability to collaborate with SMEs. Ensure your portfolio clearly articulates the business problem, your solution, and measurable results. Prepare to present this effectively.

• Prepare for the Case Study/Portfolio Review: Practice walking through your portfolio pieces, focusing on storytelling, data-driven results, and your specific contributions. Be ready to discuss your design choices and problem-solving approach.

• Research athenahealth: Understand their mission, values, products, and the specific challenges within the healthcare IT industry. Prepare to articulate how your skills and experience align with their goals and culture, particularly concerning Customer Care operations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.