Team Lead, Enrollment Education & Enablement

OUR MISSION

We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond. Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person’s cancer journey: caregivers, oncologists, health plans, and employers. As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer. Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you’re inspired to make cancer care more human and to help reimagine what’s possible, we’d love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters.

WHAT YOU’LL DO

This role sits within Thyme Care's Enrollment Quality, Training & Enablement team. As Team Lead, Education & Enablement, you will serve as a frontline people manager and operational partner to the Manager of Quality, Training & Enablement, helping ensure Enrollment Specialists are equipped with the knowledge, skills, and coaching needed to consistently deliver exceptional member outreach and enrollment experiences. You will manage the Training Coordinators responsible for supporting training delivery and logistics, while also overseeing the day-to-day execution of the Enrollment training program. Acting as the Manager's right hand, you will help operationalize onboarding, coaching, skills development, and ongoing education initiatives for a team of approximately 100 Enrollment Specialists. Manage and support a team of Training Coordinators: Provide day-to-day people management for the Training Coordinators who support Enrollment training and enablement efforts, including workload oversight, performance management, onboarding, professional development, and ongoing coaching. Serve as the first point of escalation for training operations questions, scheduling challenges, and program execution issues. Own day-to-day execution of the Enrollment training program. Oversee the operational delivery of training programs across the Enrollment organization, ensuring training initiatives are well-organized, consistently executed, and aligned with business needs. Coordinate training calendars, facilitator assignments, materials, and learner readiness across multiple concurrent workstreams. Lead onboarding training for new Enrollment Specialists: Oversee and support the execution of Thyme Care's Enrollment onboarding program, including two weeks of intensive classroom instruction, role-playing, systems training, and hands-on practice. Ensure new hires receive a consistent, high-quality onboarding experience that prepares them for successful member outreach and enrollment conversations. Reinforce learning through ongoing coaching and feedback: Partner with frontline leaders, Quality, and Training Coordinators to ensure newly trained Enrollment Specialists receive effective reinforcement, feedback, and coaching after onboarding. Monitor learner progress and identify opportunities for additional support to accelerate proficiency and performance. Identify and report on training and performance trends: Analyze training outcomes, learner feedback, quality findings, performance metrics, and coaching insights to identify patterns and opportunities for improvement. Synthesize findings into clear, actionable recommendations and share them with the Manager of Quality, Training & Enablement to inform program priorities and enhancements. Maintain training data, reporting, and program documentation: Own the collection, organization, and maintenance of training records, attendance data, competency tracking, and program performance metrics. Maintain dashboards, trackers, and documentation that provide visibility into onboarding effectiveness, training completion, and ongoing skills development across the Enrollment organization. Coordinate ongoing education and skills development initiatives: Support the design, delivery, and execution of continuing education programs that help Enrollment Specialists strengthen critical skills, including member outreach, trust-building, motivational communication, objection handling, and successful enrollment techniques. Partner with Quality to drive continuous improvement: Collaborate closely with Quality partners to identify recurring performance gaps, quality trends, and coaching opportunities. Help translate quality findings into targeted education and enablement interventions that improve both individual and team performance. Support training program evaluation and effectiveness measurement: Track training outcomes and learner performance to evaluate program effectiveness. Gather feedback from participants, leaders, and stakeholders, and use insights to recommend improvements to onboarding, coaching, and continuing education programs. Contribute to organizational readiness and change management: Support the rollout of new processes, workflows, tools, and initiatives by coordinating training plans, communications, and learning resources. Help ensure Enrollment Specialists are prepared to successfully adopt changes that impact their work.

WHAT YOU’VE DONE

5+ years of experience of education and enablement experience, with a minimum of 2 years of direct management of a Training team. Education & Enablement experience in call center and/or healthcare settings. Experience leading training, enablement, learning and development, or workforce education programs, preferably within healthcare, healthcare services, contact center operations, or other performance-driven environments. You understand how to build capability at scale while maintaining a high-quality learner experience. People management or team lead experience: you have supervised, coached, or formally managed team members and are comfortable providing feedback, managing performance, prioritizing work, and supporting professional development. Experience delivering or overseeing onboarding programs: you have helped design, facilitate, coordinate, or operationalize training programs that successfully prepare new employees for frontline roles. Strong training operations and program management skills: you are highly organized, can manage multiple training initiatives simultaneously, and excel at coordinating people, timelines, logistics, and deliverables. Experience using data to improve learning outcomes: you are comfortable analyzing performance trends, training effectiveness metrics, learner feedback, and operational data to identify opportunities for improvement. Excellent facilitation, coaching, and communication skills: you can engage learners, influence stakeholders, and communicate effectively across frontline teams and leadership audiences. Strong partnership and collaboration skills: you build productive working relationships across operations, quality, leadership, and cross-functional teams to drive shared outcomes. Self-directed and accountable: you proactively identify needs, drive work forward, and consistently follow through on commitments without requiring significant oversight. Comfortable managing multiple priorities simultaneously: you balance people management responsibilities, training program oversight, operational execution, and strategic initiatives in a fast-moving environment. Preferred: Experience in healthcare navigation, care management, patient engagement, enrollment, customer success, or contact center environments. Preferred: Experience with adult learning principles, instructional design, learning management systems, or training effectiveness measurement.

WHAT LEADS TO SUCCESS

Act with our members in mind. You understand that every Enrollment Specialist interaction shapes a member's experience with Thyme Care. You approach training and coaching with a focus on helping team members build trust, create meaningful connections, and support members through critical moments in their cancer journey. Move with purpose. You identify what needs attention and take action. You manage operational details, people leadership responsibilities, and program execution with urgency and follow-through, helping the training function operate smoothly at scale. Rigorous prioritization and multitasking. You can manage competing priorities across onboarding, ongoing education, coaching initiatives, and people management responsibilities. You consistently focus on the highest-impact work while maintaining operational excellence. Strong people leadership. You build trust quickly, provide clear feedback, and create an environment where people can learn, grow, and perform at a high level. You hold individuals accountable while supporting their development. Learning mindset and improvement-oriented. You are constantly looking for ways to improve learner outcomes, training effectiveness, and team performance. You use data, feedback, and observation to identify opportunities and drive meaningful change. Analytical and detail-oriented. You pay attention to both the learner experience and the operational details required to execute successful training programs. You identify trends, monitor outcomes, and use information to make informed decisions. Self-motivated and self-directed. You create structure for yourself and your team in a remote environment. You proactively solve problems, anticipate needs, and escalate issues when necessary to keep programs and people moving forward.

OUR VALUES

At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose. Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $85,000. The salary range could be lower or higher than this if the role is hired at another level. We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer. Be cautious of recruitment fraud, and always confirm that communications are coming from an official Thyme Care email.