Learning and Development Manager - Remote Role at HeliosX

About the Role

We are excited to announce an opening for a Learning and Development Manager to join our team at HeliosX, a pioneering company in the healthcare sector. This remote Learning and Development Manager position is an incredible opportunity to shape the future of customer service training in a rapidly growing organization. As a key player in our mission to revolutionize healthcare, you will be instrumental in building a robust training framework that enhances customer care across our global operations.

What You'll Do

• Build and own the Customer Service L&D framework, including standards, governance, documentation, and role-based learning pathways.
• Design and deliver new hire onboarding programs that ramp agents quickly and safely.
• Run ongoing training for product, process, and policy changes, as well as tooling updates and targeted performance uplift.
• Transform real QA themes, CS metrics, and frontline feedback into impactful learning interventions.
• Ensure training drives measurable improvements across CSAT, resolution, productivity, and SLA performance.
• Implement and manage the training operating system (e.g., LMS/knowledge tools) for completion tracking, effectiveness measurement, and audit-ready records.
• Partner with Team Leads and BPO stakeholders to embed learning in production through reinforcement and coaching.
• Travel periodically to support BPO sites and ensure consistent delivery across locations.

Requirements

• Proven experience building and delivering L&D in a Customer Service/contact-center environment.
• Strong capability in instructional design and facilitation, including onboarding, upskilling, and change training that works in a live production setting.
• Evidence of using data and QA insights to diagnose performance gaps and create training that improves measurable outcomes.
• Confidence in partnering with CS leadership, team leads, QA, Ops, and cross-functional stakeholders to implement change quickly and consistently.
• Comfortable owning the training operating system (e.g., LMS/knowledge tools, content governance, completion tracking, and effectiveness measurement).
• Ability to thrive in a fast-paced, scaling environment with high change velocity and prioritize ruthlessly.
• Willingness to travel periodically to support BPO partners and ensure consistent delivery across locations.

Nice to Have

• Experience in healthcare or tech-related industries.
• Familiarity with digital learning tools and platforms.
• Advanced degree in Education, Human Resources, or a related field.

What We Offer

• 25 days holiday plus UK Bank Holidays (excluding two per year).
• Private health insurance, along with extra dental and eye care cover.
• Pension scheme.
• Enhanced parental leave.
• Cycle-to-work Scheme.
• Electric Car Scheme.
• Free Dermatica and MedExpress products every month, as well as family discounts.
• Home office allowance.
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget.

Join us in our mission to improve healthcare for everyone. As a Learning and Development Manager at HeliosX, you will play a vital role in shaping the future of customer service training, ensuring that our teams are equipped to deliver exceptional care to our patients. This is a unique opportunity to make a significant impact in a fast-growing company that values innovation and excellence.