Enterprise Learning Management Strategy

Enterprise Learning Management Strategy for Salesforce-Based Contracting Program

Project Overview

I served as the lead instructional designer for a multi-year enterprise learning initiative supporting Optum Health’s Salesforce-based contracting program, ContractHub. The program enabled internal teams to manage complex healthcare contracting workflows within a highly regulated environment. This initiative required translating complex business processes into accessible, role-specific training experiences for a diverse user base spanning multiple organizational levels, technical proficiencies, and geographic locations.

Due to the system’s scale, frequent enhancements, and the critical nature of contracting accuracy, Optum required a sustainable learning management protocol.

My role evolved from an instructional design performing maintenance to overseeing the entire project and working with other instructional designers to support this client's needs. I was responsible for designing a scalable learning ecosystem that supported onboarding, system adoption, ongoing enhancements, and performance support across multiple user groups in throughout the nation.

Roles and Responsibilities

Needs Analysis & Stakeholder Collaboration

Conducted extensive discovery sessions with Subject Matter Experts (SMEs) across contracting, legal, compliance, and operations departments to identify critical workflows and pain points
Partnered with senior leadership to align learning outcomes with organizational performance metrics and change management objectives
Championed connections between Optum Health and Optum Insight teams
Established a framework for ongoing SME engagement which included regular review cycles and feedback loops to ensure content accuracy and relevance

Learning Architecture Design

Developed a multi-modal learning ecosystem addressing varied learning preferences, role requirements, and performance support needs:

Created a competency framework mapping user roles to required system proficiencies
Designed learning pathways with progressive complexity- building from foundational orientation to advanced functionality
Established a sustainable content maintenance protocol to accommodate system updates and evolving business requirements

Learning Strategy & Governance

I partnered with senior leaders and subject matter experts to establish a learning management framework aligned with system releases and operational priorities. This framework defined:

Role-based learning paths aligned to contracting responsibilities
A standardized intake and review process for training requests tied to Salesforce update releases
Learning governance practices to ensure accuracy, compliance, and version control
Understanding healthcare laws that affect governance
Ongoing maintenance strategies to keep content aligned with evolving workflows

This approach enabled Optum to transition from reactive training development to a learning model that could support future growth.

Stakeholder & SME Engagement

Throughout the project, I regularly collaborated with:

Contracting SMEs and operational leaders
Product owners and technical teams
Compliance, regulatory, and legal stakeholders
Senior leaders within Optum Health and Optum Insight

I facilitated working sessions, validate workflows, and translate technical functionality into learner-centered experiences. This required balancing system accuracy with usability—ensuring training supported both compliance requirements and real-world performance.

Content and Delivery

eLearning Software Simulations

To address varied learning needs and time constraints, I designed and delivered a blended training ecosystem, including:

Software simulations demonstrating end-to-end contracting workflows
Scenario-based eLearning modules focused on decision-making and common errors
Short-form training videos supporting just-in-time learning and feature updates
PDF job aids and reference guides used as performance support within daily workflows
Developed role-specific documentation packages aligned to daily workflow patterns
Implemented a taxonomy and naming convention enabling intuitive resource discovery

Video-Based Training

Produced a library of targeted instructional videos addressing specific system functions and common user challenges
Scripted and storyboarded content balancing technical accuracy with accessibility for non-technical audiences
Implemented modular video structure enabling users to access just-in-time learning resources
Established video production standards and templates for scalability

Challenges and Solutions

Challenge: Serving diverse user populations with varying technical aptitudes and learning needs within a single system

Solution: Developed a tiered learning approach with role based pathways, allowing novice users to build confidence through foundational content while enabling experienced users to access advanced training efficiently

Challenge: Maintaining content accuracy amid continuous system enhancements and business process changes

Solution: Established a collaborative review protocol with SME partners and implemented a content management system with version control, enabling rapid updates without full content redesigns

Challenge: Driving user adoption and proficiency without direct access to end users for pilot testing

Solution: Created proxy user profiles through extensive SME interviews, implemented structured feedback mechanisms post-launch, and built analytics frameworks to identify knowledge gaps and refine content iteratively

Impact & Outcomes

While specific metrics remain confidential, the learning program demonstrably:

Reduction of contracting errors by 10%
Decreased onboarding time by 35%
Reduced support ticket volume through effective performance support resources by 25%
Garnered positive feedback from senior leadership regarding user readiness and confidence
Established a replicable learning framework subsequently adapted for other enterprise system implementations
Enabled successful adoption across multiple user cohorts within aggressive implementation timelines

Data & Privacy

Due to Optum Health’s data privacy and proprietary system requirements, visuals and system recordings cannot be publicly displayed. However, this work demonstrates my ability to:

Lead enterprise-scale learning initiatives within regulated environments
Partner with senior leaders and SMEs to drive strategic learning outcomes
Design sustainable learning management systems—not just individual courses
Translate complex, technical workflows into effective learning experiences

Learning Impact

Over the course of two years, this learning strategy supported:

Consistent onboarding for new users across contracting teams
Faster adoption of enhancements and process changes
Reduced reliance on ad hoc SME support by embedding performance aids into workflows
Improved learner confidence navigating complex contracting processes

By aligning learning closely with system releases and operational needs, the program helped ensure that training remained relevant, accurate, and immediately applicable.

Capabilities Demonstrated

Enterprise Learning Strategy: Designed scalable learning architectures supporting complex business system implementations
Stakeholder Management: Navigated matrixed organizational structures, building collaborative relationships with SMEs and executive sponsors
Multi-Modal Content Development: Created cohesive learning experiences across eLearning, video, and print formats
Instructional Technology: Leveraged simulation tools, video production platforms, and content management systems
Change Management: Supported organizational transformation through strategic learning interventions
Agile Content Development: Maintained content relevance through iterative development and continuous improvement processes

Takeaways

This engagement strengthened my expertise in healthcare technology enablement, enterprise stakeholder partnership, and the design of scalable, long-term learning ecosystems. Working within sensitive and highly regulated environments required a disciplined, methodology driven approach, which focused on learning architecture, governance, and performance outcomes. The role further advanced my executive communication and influence skills through regular collaboration with senior leaders, cross-functional stakeholders, and learner advisory groups, ensuring learning solutions aligned with both business strategy and operational realities.