Edtech.com's Summary

NCQA is hiring a Director of Customer Education & Development to lead the strategy and execution of educational programs that enhance customer knowledge of NCQA's offerings. The role involves managing learning and development operations, fostering cross-functional collaboration, expanding educational content, and ensuring compliance with accreditation standards to support healthcare quality initiatives.

Highlights

Lead design and delivery of in-person and online educational programs using technology and market insights.
Develop and implement KPIs to measure program effectiveness aligned with organizational goals.
Collaborate with external partners, academic institutions, and internal departments to enhance educational offerings.
Oversee instructional design, content creation, and management of educational materials and library.
Coach and develop staff while managing departmental budget and forecasting.
Manage LMS system and ensure compliance with continuing education accrediting bodies like ACCME and ANCC.
Track and report program performance using customer feedback and operational data.
Partner with customer support and stakeholders to create educational pathways that improve product adoption and customer success.
Require a Master's degree in Business, Adult Education, Instructional Design, or HR Development, plus 7+ years in healthcare education and 5+ years of management experience.
Compensation ranges from $150K to $175K annually, with eligibility for an annual incentive bonus.

Director, Customer Education & Development Full Description

Director, Customer Education & Development

Job Category: Default

Requisition Number: DIREC001851

Full-Time

Remote

Washington, DC 20005, USA

Job Details

Description

NCQA is hiring a Director of Customer Education & Development to set the strategy of the learning and development team! The team supports the design, implementation and management of educational programs that enhance customer’s knowledge of our programs. Develop relationships with cross-functional teams to ensure learning and development programs meet the needs of our internal and external customer expectations. Manage day to day Learning & Development operations. Convene high visibility stakeholders to advance health care quality initiatives. Expand current offerings and develop innovative programs to serve existing and emerging markets. Identify and analyze emerging trends that offer new opportunities for distance learning.

Responsibilities

Strategy and Execution:

Leverages technology, best practice, data, market intelligence and internal and external customer insights to lead the design and delivery of in-person and online educational programs that reflect and reinforce NCQA’s leadership in high quality health care.
Manages and continuously improves program development and delivery to serve new market segments.
Define KPIs to measure the effectiveness of customer educational series/programs and promotions.
Align KPIs and goals for the educational team with the broader organizational goals for success.

Cross Departmental Collaboration and Market Knowledge:

Collaborates with external partners to identify and provide distance education opportunities.
Creates partnerships with outside entities, including academic institutions and professional societies, to advance the business unit’s goals.
Identifies subject matter experts to act as faculty.
Develops and maintains collaborative relationship with other internal NCQA functional units.
Works closely with sales/marketing, product, policy and operations to align customer education with customer needs and insights, go to market strategies, new product development and on-going product refreshes.
Works with marketing, operations, and product to foster relationships with external surveyors, customers and industry partners to provide insights to enhance educational offering.
Works with events marketing to provide educational content support for events in the development of promotional materials for educational programs.

Program Development and Management: Oversee the following:

Design, implementation and the continuous improvement of educational programs and continuous learning initiatives for customers. Learning programs should support NCQA customer users from beginners to experts and include an array of learning formats to address the various ways customers learn.
Identification of customer needs, research to support needs and the design of program content (objectives, agenda, syllabus, faculty, etc.) for educational programs.
Creation and production of (Best in Class) engaging, high-quality education program materials.
Management of the education library and annual updates needed to meet product updates and industry trends.

Leadership:

Actively coaches and develops staff.
Accountable for staff and customer satisfaction.
Accountable for department expense budget, forecasting, developing and managing to budget.
Partners with the AVP of Marketing Communications to deliver on education programs to meet Sales/Marketing Education revenue targets.
Evaluates departmental performance, provides feedback and makes recommendations for improvements.
Evaluates the need for other educational technology to advance the teams capabilities for producing best in class educational programing.

Content Development and Program Delivery:

Oversees instructional and graphic design use of best practices to create high quality learning experiences that support successful evaluation program completion for customers.
Oversees the use and continuous needs of a LMS system for education operations.

Compliance with Educational Accrediting Bodies:

Responsible for achieving and maintaining accreditations or outsourcing CEU offerings for customer educational programs.
Manages organizational continuing education in compliance with the following, as applicable: Joint Accreditation Criteria, ACCME, ANCC, ACPE and others.
Oversees the maintenance of all materials and files to ensure ongoing readiness for above accreditation surveys.

Performance Measurement and Reporting

Track and report on the effectiveness of NCQAs learning offerings using customer feedback, operational insights; and business impacts.
Continuously evaluate the improvement of educational strategies dependent on data driven insights, such as customer satisfaction, survey success, customer retention and upsell opportunities and revenue growth.

Customer Engagement and Success

Partner with primary stakeholder support teams to engage with customer focus groups for learning opportunities to advance adoption of learning pathways for successful product retention.
Work with stakeholders to create educational pathways that empower customers with further skills to achieve their overall quality of care goals and successfully complete evaluation accreditation/recognition.

Requirements

Master’s in Business, Adult Education, Instructional Design or Human Resources Development
7+ years of experience leading a business unit relevant to health care educational design, with proven track record of innovative programs
7+ years in the health care industry
5+ years of management and supervisory experience
Experience as a faculty/speaker/facilitator at educational events
Knowledge of market needs for continuing education
Computer skills (Microsoft Suite)
Project management skills
Planning and organization skills
Excellent oral/written communication skills
Staff management skills
Budget preparation and management skills
Instructional systems design and curriculum planning expertise

Compensation & Benefits:

For new hires, this position pays in the range of $150K - $175K per year, depending on experience.
This position is eligible for an annual incentive bonus, payable in accordance with policy.
Click here for employee benefit information.

NCQA is committed to being an employer of choice and fostering an inclusive culture and workplace.

We are an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

NCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.

NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Original Job Description

Director, Customer Education & Development

Job Category: Default

Requisition Number: DIREC001851

Full-Time

Remote

Washington, DC 20005, USA

Job Details

Description

Responsibilities

Strategy and Execution:

Leverages technology, best practice, data, market intelligence and internal and external customer insights to lead the design and delivery of in-person and online educational programs that reflect and reinforce NCQA’s leadership in high quality health care.
Manages and continuously improves program development and delivery to serve new market segments.
Define KPIs to measure the effectiveness of customer educational series/programs and promotions.
Align KPIs and goals for the educational team with the broader organizational goals for success.

Cross Departmental Collaboration and Market Knowledge:

Collaborates with external partners to identify and provide distance education opportunities.
Creates partnerships with outside entities, including academic institutions and professional societies, to advance the business unit’s goals.
Identifies subject matter experts to act as faculty.
Develops and maintains collaborative relationship with other internal NCQA functional units.
Works closely with sales/marketing, product, policy and operations to align customer education with customer needs and insights, go to market strategies, new product development and on-going product refreshes.
Works with marketing, operations, and product to foster relationships with external surveyors, customers and industry partners to provide insights to enhance educational offering.
Works with events marketing to provide educational content support for events in the development of promotional materials for educational programs.

Program Development and Management: Oversee the following:

Design, implementation and the continuous improvement of educational programs and continuous learning initiatives for customers. Learning programs should support NCQA customer users from beginners to experts and include an array of learning formats to address the various ways customers learn.
Identification of customer needs, research to support needs and the design of program content (objectives, agenda, syllabus, faculty, etc.) for educational programs.
Creation and production of (Best in Class) engaging, high-quality education program materials.
Management of the education library and annual updates needed to meet product updates and industry trends.

Leadership:

Actively coaches and develops staff.
Accountable for staff and customer satisfaction.
Accountable for department expense budget, forecasting, developing and managing to budget.
Partners with the AVP of Marketing Communications to deliver on education programs to meet Sales/Marketing Education revenue targets.
Evaluates departmental performance, provides feedback and makes recommendations for improvements.
Evaluates the need for other educational technology to advance the teams capabilities for producing best in class educational programing.

Content Development and Program Delivery:

Oversees instructional and graphic design use of best practices to create high quality learning experiences that support successful evaluation program completion for customers.
Oversees the use and continuous needs of a LMS system for education operations.

Compliance with Educational Accrediting Bodies:

Responsible for achieving and maintaining accreditations or outsourcing CEU offerings for customer educational programs.
Manages organizational continuing education in compliance with the following, as applicable: Joint Accreditation Criteria, ACCME, ANCC, ACPE and others.
Oversees the maintenance of all materials and files to ensure ongoing readiness for above accreditation surveys.

Performance Measurement and Reporting

Track and report on the effectiveness of NCQAs learning offerings using customer feedback, operational insights; and business impacts.
Continuously evaluate the improvement of educational strategies dependent on data driven insights, such as customer satisfaction, survey success, customer retention and upsell opportunities and revenue growth.

Customer Engagement and Success

Partner with primary stakeholder support teams to engage with customer focus groups for learning opportunities to advance adoption of learning pathways for successful product retention.
Work with stakeholders to create educational pathways that empower customers with further skills to achieve their overall quality of care goals and successfully complete evaluation accreditation/recognition.

Requirements

Master’s in Business, Adult Education, Instructional Design or Human Resources Development
7+ years of experience leading a business unit relevant to health care educational design, with proven track record of innovative programs
7+ years in the health care industry
5+ years of management and supervisory experience
Experience as a faculty/speaker/facilitator at educational events
Knowledge of market needs for continuing education
Computer skills (Microsoft Suite)
Project management skills
Planning and organization skills
Excellent oral/written communication skills
Staff management skills
Budget preparation and management skills
Instructional systems design and curriculum planning expertise

Compensation & Benefits:

For new hires, this position pays in the range of $150K - $175K per year, depending on experience.
This position is eligible for an annual incentive bonus, payable in accordance with policy.
Click here for employee benefit information.

NCQA is committed to being an employer of choice and fostering an inclusive culture and workplace.

We are an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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