Manager of Operational Training and Performance - Remote
About this role
Crossroads Treatment Centers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Since 2005, Crossroads has been at the forefront of treating patients with opioid use disorder. Crossroads is a family of professionals dedicated to providing the most accessible, highest quality, evidence-based medication assisted treatment (MAT) options to combat the growing opioid epidemic and helping people with opioid use disorder start their path to recovery. This comprehensive approach to treatment, the gold standard in care for opioid use disorder, has been shown to prevent more deaths from overdose and lead to long-term recovery. We are committed to bringing critical services to communities across the U.S. to improve access to treatment for over 26,500 patients. Our clinics are all outpatient and office-based, with clinics in Georgia, Kentucky, New Jersey, North and South Carolina, Pennsylvania, Tennessee, Texas, and Virginia. As an equal opportunity employer, we celebrate diversity and are committed to an inclusive environment for all employees and patients.
Day in the Life of a Manager of Operational Training and Performance
Support the Associate Director of Operational Training and Performance in assigned operational training, performance improvement, onboarding, workflow optimization, implementation, and follow-up initiatives.
Support the planning, development, delivery, and reinforcement of structured training programs, including New Hire Orientation, onboarding, refresher trainings, workflow rollouts, and operational training for leaders and teammates.
Deliver robust, engaging, and practical trainings that reinforce standard workflows, role expectations, systems, tools, operational priorities, performance goals, and patient-centered service expectations.
Evaluate operational workflows, training gaps, and first-level concerns by gathering information, observing processes, documenting barriers, and identifying opportunities to improve consistency, adoption, efficiency, and operational performance.
Partner with the Associate Director to prioritize training and operational support needs, recommend practical process improvements, and support structured action plans with clear timelines, measurable goals, and accountability checkpoints.
Maintain training calendars, schedules, trackers, participant lists, action items, deadlines, completion records, and implementation follow-up; provide regular status updates to the Associate Director.
Draft, update, and maintain training materials, job aids, workflow guides, process documents, meeting recaps, Operational Excellence resources, and leadership updates for review by the Associate Director.
Serve as the first point of contact for routine training, onboarding, workflow, and process-related questions, escalating complex, sensitive, or high-risk matters to the Associate Director.
Reinforce standardized best practices by coaching leaders and teammates on expected workflows, operational standards, performance improvement priorities, and adoption of approved processes.
Monitor training effectiveness through feedback, observation, follow-up, and review of operational performance indicators; escalate trends, risks, and barriers to the Associate Director.
Collaborate with regional, clinic, operational, clinical, medical, compliance, revenue cycle, finance, marketing, community engagement, and other cross-functional partners as directed.
Support readiness and training plans for workflow changes, system updates, acquisitions, de novo openings, clinic launches, and operational rollouts by helping ensure leaders and teams have appropriate tools, communication, training, and follow-up support.
Promote a culture of accountability, continuous improvement, operational discipline, teammate development, and patient-centered service.
Schedule
This role will be remote but will travel on average quarterly to corporate office (Greenville, SC) or as needed for projects.
Education and Experience requirements
Three to five years of professional work experience, preferably within operations, training, performance improvement, healthcare operations, or a related field.
Bachelor’s degree required.
Prior experience in healthcare operations, clinic operations, behavioral health, addiction treatment, or another patient-centered service environment is preferred.
Demonstrates a strong understanding of training methodologies, adult learning principles, facilitation techniques, and practical training delivery.
Experience evaluating workflows, identifying process gaps, supporting process redesign, and helping implement operational improvements.
Ability to support cross-functional projects, training rollouts, and operational initiatives that require coordination, follow-through, and clear communication.
Strong problem-solving skills with the ability to identify root causes, recommend practical solutions, and support measurable improvement.
Can-do attitude and willingness to think beyond the status quo while supporting the direction and priorities of the Associate Director of Operational Training and Performance.
Mission-driven with a passion for helping patients live better, stronger lives.
Benefits Package
Medical, Dental, and Vision Insurance
PTO
Variety of 401K options including a match program with no vesture period
Annual Continuing Education Allowance (in related field)
Life Insurance
Short/Long Term Disability
Paid maternity/paternity leave
Mental Health Day
Calm subscription for all employees