This role partners closely with the Director of Operations and department level Leads to identify performance gaps, implement targeted training, and ensure measurable improvement. Training is treated as an ongoing system – where gaps are identified, addressed, and tracked to drive sustained performance. While department Leads are responsible for SOPs and training delivery, this role ensures training programs are structured, aligned to performance expectations, and effective. The focus is on equipping teams and leaders to consistently meet operational KPIs while reinforcing a people-first, accountability-driven culture. Key Responsibilities Employee Performance Monitoring Monitor and analyze employee-level productivity and quality metrics across operational teamsDevelop reporting tools that provide visibility into individual performance trendsIdentify employees or teams that do not meet established performance expectationsPartner with department Leads to review employee performance data and determine appropriate improvement strategies Training Framework & Curriculum Development Develop and maintain the organizational training framework for operational teams Design structured training curricula aligned with operational roles and responsibilitiesEnsure training materials and curriculum support employee performance expectations Maintain training documentation standards and program structure across departmentsEstablish clear processes for ongoing training, reinforcement, and skill development beyond initial onboarding Training Gap Identification & Ongoing Development Identify training gaps by analyzing employee performance metrics and operational trendsCommunicate observed skill or knowledge gaps to department LeadsCollaborate with Leads to implement targeted training interventions aligned to identified gapsMonitor post-training performance to ensure measurable improvement and retention of skillsAdjust training approaches based on performance outcomes to ensure continuous effectivenessSupport a culture of continuous learning, where training is proactively used to strengthen performance rather than reactively applied Performance Accountability & Leadership Support Support department Leads in reinforcing accountability for employee productivity and quality metricsHelp ensure consistent application of performance expectations across operational teamsAssist in identifying root causes of employee performance challenges (training, process, or behavioral)Partner with Leads and Directors to ensure performance issues are addressed consistently and in a timely mannerProvide visibility and escalation to operational leadership when performance gaps are not being addressed or are being tolerateReinforce leadership effectiveness by helping Leads translate performance data into actionable coaching and development plans Leadership Development & Capability Building Support the development of department Leads by strengthening their ability to coach, train, and manage performanceProvide guidance on performance management best practices, including feedback delivery, accountability, and coaching techniquesIdentify leadership gaps that may be contributing to team performance challengesPartner with operational leadership to strengthen consistency in how performance standards are communicated and upheld Performance Reporting Maintain reporting tools and dashboards related to employee productivity and quality metricsProvide performance insights and summaries to operational leadershipIdentify trends that may indicate operational risks, skill gaps, or development opportunities What Success Looks Like Employee performance metrics are consistently monitored and visible to leadership.Training programs are structured and aligned with operational performance expectations.Training gaps are identified early and communicated to department Leads.Leads have better tools and insight to coach and develop their teams.Workforce productivity and performance consistency improves across departments. Key Competencies Workforce performance managementData analysis and performance monitoringTraining program development and continuous improvementLeadership coaching and developmentOrganizational discipline and structureStrong collaboration with operational leadershipAbility to influence teams without direct authorityCommitment to a people-first, accountability-driven culture Qualifications Bachelor’s degree required (Business, Healthcare Administration, or related field preferred, or equivalent experience)Experience in workforce performance, operations, or training-focused rolesExperience analyzing employee productivity or performance metricsExperience designing training programs or workforce development frameworksStrong analytical and organizational skills Organizational Alignment VP of Operations Strategic leadership, operational priorities Director of Operations Department leadership, operational KPI ownership Department Leads SOP development, subject matter expertise, employee training delivery People Performance Manager Training framework design, employee KPI monitoring, training gap identification   Medbill Culture At Medbill, our Core Values are People, Act with Integrity, Collaborate, Respect, Innovate, and Advance. These values guide every aspect of our work so we can foster an environment where each team member is valued and heard while contributing to our mission of operational excellence.  As Medbill continues to grow and evolve, this role may adapt to align with organizational needs and individual strengths. While core responsibilities are clearly defined, this position emphasizes partnership, flexibility, and professional development in support of company goals.