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Job Position: Performance Development Manager

Job Location: Clearwater, FL In Office

PURPOSE OF THE JOB: 

The Performance Development Manager delivers live, virtual, and self-paced training on Medicare Advantage, Medicare Supplement, Part D products, Auto, Pet ACA and Ancillary products, guiding agents from onboarding through CMS and carrier certification. This role leads AHIP and certification prep, runs role-play and mock-call exercises, and monitors live and recorded calls to coach agents in real time. The position maintains and updates training curriculum for annual CMS and carrier changes, leads AEP/OEP readiness training, and tracks attendance, certification, and completion records in the LMS to keep training compliant and audit-ready.

Duties/Responsibilities:

 •  Deliver live, virtual, and self-paced training sessions covering Medicare Advantage, Medicare Supplement, Part D products, Auto, Pet, ACA and Ancillary insurance plans, and sales processes.

 •  Facilitate new-hire onboarding and certification training, guiding agents from initial hire through CMS and carrier certification readiness.

 •  Teach and reinforce compliant sales practices, required disclosures, and CMS marketing guidelines during every training session.

 •  Lead AHIP and carrier-specific certification prep, tracking individual agent completion and readiness ahead of deadlines.

 •  Conduct role-play, mock calls, and scenario-based exercises to build agent confidence and product knowledge.

 •  Monitor live and recorded calls to identify coaching opportunities and reinforce training concepts in real time.

 •  Provide one-on-one and small-group coaching to agents who need additional support or are struggling to meet performance benchmarks.

 • Administer knowledge checks, quizzes, and certification assessments, and follow up on any gaps identified.

 • Update and maintain training curriculum, presentations, job aids, and scripts to reflect annual CMS guideline changes and carrier plan updates.

 • Prepare and deliver Annual Enrollment Period (AEP) and Open Enrollment Period (OEP) readiness training on a set timeline each year.

 • Gather feedback from trainees and trainers to continuously refine training content and delivery methods.

 • Maintain accurate attendance, certification, and completion records within the Learning Management System (LMS).

 • Collaborate with compliance and sales leadership to ensure training content stays current and audit-ready.

 • Stay current on CMS regulations, carrier requirements, and Medicare industry changes to keep training content accurate.

 • Perform other duties as assigned.

• Active Health and Life Insurance license required; candidates without current Health and Life Insurance licensure must obtain it within 6 months of hire 

• Strong knowledge of Medicare Advantage, Medicare Supplement, and Part D products, CMS regulations, and

compliance requirements

• Proven supervisory and coaching skills with the ability to lead and develop a training team

• Strong presentation, facilitation, and public speaking skills for both virtual and in-person training

• Strong analytical skills to assess training effectiveness and agent performance data

• Advanced computer proficiency, including Microsoft Office, Google Workspace, and LMS platforms

• Ability to manage multiple training initiatives and deadlines in a fast-paced, high-volume environment

• Strong organizational skills and attention to regulatory detail

• Strong written and verbal communication skills

• Ability to work independently while collaborating across departments and divisions

• Associate's or Bachelor's degree preferred, or equivalent work experience

• Active Insurance License (2-15 or 2-40) required

• AHIP certification required

• 2+ years of Medicare sales, service, or training experience required; prior supervisory experience preferred

• Experience working in a high-volume, fast-paced call center or insurance environment

Physical Requirements:

• Must be able to remain in a stationary position for the duration of the shift.

• Frequent computer use requires sustained visual focus and attention to detail.

• Occasional light physical activity such as reaching, filing, or handling office and training materials.

• Ability to work in a structured, screen-based operational environment for extended periods.

• May require occasional travel between company divisions or training sites.

BENEFITS:

• Paid Holidays (6)

• Paid Time Off

• Medical Insurance, National Plan Options

• Dental Insurance

• Vision Insurance

• Voluntary Life and AD&D

• Plans including Accident, Critical Illness, Hospital Indemnity

• Employee Assistance Program

• 401(k) with portion of Co Match

• Bereavement Leave & Jury Duty Pay

Salary:

$70,000 - $72,000 USD Annually