CareFirst Careers

Training Manager (Federal Employee Program)

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Resp & Qualifications

PRINCIPAL ACCOUNTABILITIES: Under the direction of the Director, Administration, Training and Vendor Management the following shall include but not be limited to:

1. Design of Associate Development & Learning Strategies and Solutions
Develop and manage training systems utilizing a wide range of training and technical methodologies to produce rapid, measurable and portable results in learning, relearning and transitioning to new platforms, products and services.  Analyze Operations metrics and goals to develop effective and efficient training and performance solutions across all Operational / Business areas (Claims, Service, Enrollment, Broker Service, Account Installation, Credit & Collections, etc.). Manage vendor relationships and partnerships for the purpose of developing training content, including developing strategies that maintain and support both the business needs and requirements as well as overall project scope.

Manages deployment of training staff. Incorporates support of designated corporate initiatives and FEPOC project to maximize CareFirst / FEPOC investment. Integrate and manage multiple platform based training (Claims, Service, EAB/AI , Broker Service) for new associate and contingent worker training and development, claims processing, customer, Provider and Broker service, targeted/refresher training, transitional training functions for all associate within the FEPOC. 

2. Business Partner Learning and Development Consulting and Management
Manages and directs multiple complex programs and strategic projects that span organizational boundaries, manages multiple high-risk projects, including projects involving external vendors and multiple business areas that have a significant impact to FEPOC business.  Manages and translates generalized customer business goals and objectives into concrete strategy and tactical Training Plans as well as manages all aspects of corporate initiatives which may include: cost benefit analysis, training and work plans, functional and technical designs, construction, testing and implementation.  Ensures efficient and high quality implementation of training deliverables and monitors all aspects of projects.
Coordinates and provides services to identify business and subsequent training drivers for the organization and identifies technology drivers for the analysis of roles and their associated skills and competencies.
Work with all levels of management to determine core competencies required for key positions in the organization and identify specific resources to ensure acquisition and maintenance of those competencies.  Plan, direct, deliver, and evaluate organizational development and professional growth activities for the management team. Working with management and staff, involved in the FEPOC planning and evaluation processes, develop and implement the use of course and program assessments, support Partners with management throughout the company to asses and identify FEPOC associates training needs, recommend solutions and implement training solutions to meet and exceed customer satisfaction.
Measures training return on investment (ROI) and helps to pilot test new training techniques, strategies, tools and processes to increase training effectiveness.  Has accountability for decision making on all training programs to ensure value realization.
Researches technical, business and theoretical developments in the field to identify opportunities for improved systems and/or business processes.

3. Design and Deliver Learning & Development Programs
The Manager is accountable for the design and deliver of select training programs and materials to our external customer, 36 BCBSA Plans, across the Federal Employee Program. Program manage, instruct and/or facilitate training or developmental workshops. Consistently identify/incorporate best practices and lessons learned into training program plans. Directs and participates in planning sessions to ensure that the team’s operations and long-range goals are aligned with FEPOC Strategy Roadmap, coordinated with other FEPOC, IT, and clients.   Develops and/or assists with the development of project management plans for day-to-day changes, corporate initiatives, and other projects.  Provides resource estimates, timeframes, guides cost/benefit ROI business cases, and assists with the development of budgets for initiative projects

4. Learning and Development Team Leadership
Manages the L&D team on a day to day basis and provides team strategies that link FEPOC goals and strategies to the L&D professionals core objectives. Provide mentoring, coaching, feedback, goal setting and regular performance discussions to develop and grow the L&D team and to consistently improve associate satisfaction.  Delegates responsibility and authority to appropriate staff.  Evaluates performance of each team member, generates performance plans and sets goals within the context of the corporate policy. Ensure that staff has appropriate tools and training.

5. Drive Performance and Associate Management Strategies

Participate in appropriate and assigned FEPOC and CareFirst meetings, committees and projects to advocate and demonstrate the ongoing implementation and measurement of talent development and quality assurance best practices. Serves as a subject matter expert across the internal team on associate development best practices to support performance coaching and performance management. Assess performance development needs within business units and analyze training content.

SUPERVISORY RESPONSIBILITY: Directly and indirectly for a staff of IT technical trainers/specialists, business analysts and organization design and development professionals.

Minimum Qualifications:


  • 7+ years with proven success in people management
  • Bachelor’s degree in Instructional Design, Human Resources Development or related field or equivalent work experience.
  • Minimum of 8-10 years of progressive experience managing functions in two or more of the following: Instruction Design, Performance Consulting, Facilitation, and Organizational Development.
  • Experience partnering with technology clients and designing and leading technical applications
  • Demonstrated ability to design and develop training programs and undertakings with limited vendor support
  • Proven ability to collaborate across functional areas and work effectively with senior management
  • Demonstrated success in training program development and implementation (needs assessment, curriculum design and strong facilitation skills)
  • Thorough understanding and application of the principles and practices of instruction systems design, adult learning theory, accelerated learning practices, and business quality systems.
  • Proven experience designing learning strategies with multiple delivery channels


  • Health insurance or health care industry knowledge
  • Operational knowledge across functional areas (Claim, Service, Enrollment, Account Installation, etc.).

Abilities/Skills: The ability to use different cross functional data sources to produce reports and feedback systems leading to root causes.  Must be able to develop action plans.  Superior relationship building, and excellent communication skills (both verbal and written) are necessary.

  • Communication, negotiation, influencing and needs analysis skills.  Ability to align learning content to desired business outcomes
  • Proficiency in eLearning tools such Captivate as program developer and designer and execution and management of Learning Management Systems (LMS)
  • Experience and understanding of SDLC and PMLC discipline and environmental conditions
  • Proficiency with authoring tools, MS Word, Project and PowerPoint, Publisher
  • Experience with WebEx and/or LiveMeeting
  • Experience in setting goals and delivering performance feedback
  • Knowledge of ADDIE model for Instructional Design
  • Excellent interpersonal communication, public speaking and presentation skills

Preferred: Advanced degree preferred with coursework in some of the following areas: Human Resource Development, Instructional Design, Statistics, Accounting, Market Research, Business and Finance.

  • Experience working with Senior Leadership and cascading business strategy into learning programs
  • Certified Professional in Learning and Performance Certification (CPLP), Training Management Certification Accredited Learning Institution (i.e. Langevine or ASTD)


Department: Federal Employee Program Operations Center - Training Unit

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply:

Closing Date

Please apply before: 7/2/2018

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.


The associate is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The associate must frequently talk and hear.  Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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