Director of Learning & Development

Job Summary:

The Learning and Development Director will be responsible for overseeing company-wide training initiatives across operations, HR, and customer service. This role involves designing, implementing, and managing comprehensive training programs that align with business goals, enhance employee performance, and improve customer service standards. The director will play a pivotal role in fostering a culture of continuous learning and professional development.

Supervisory Responsibilities:

Yes

Duties/Responsibilities:

• Conduct company-wide training needs assessments to identify knowledge and skill gaps.
• Develop a strategic training plan that integrates operations, HR policies, and customer service excellence.
• Create and maintain engaging training programs, including onboarding, leadership development, compliance, and customer service training.
• Utilize a mix of training delivery methods, such as virtual sessions, e-learning, and in-person workshops.
• Design instructional materials, such as presentations, manuals, and multimedia content, to enhance learning experiences.
• Implement and manage a learning management system (LMS) to track and evaluate training participation and effectiveness.
• Monitor employee performance and use data insights to adapt and improve training initiatives.
• Lead efforts to instill a consistent and high-quality customer service approach across all teams.
• Provide coaching and support to department managers to ensure effective implementation of training initiatives.
• Collaborate with leadership to align learning objectives with company goals and values.
• Research and incorporate innovative training techniques and technologies.
• Measure the success of training programs through key performance indicators (KPIs) and feedback.
• Partner with external vendors or consultants as needed to supplement in-house training efforts.
• All other duties as assigned.

Education and Experience:

• Bachelor's degree in Human Resources, Organizational Development, Education, or a related field.
• 8+ years of experience in training and development, with a focus on operations, HR, and customer service.
• Proficient in Microsoft Office, Google Suite, and learning management systems.
• Experience using project management tools, such as Asana or similar platforms.
• Strong track record in designing and delivering training for diverse employee levels and functions.

Required Skills/Abilities:

• Exceptional communication, facilitation, and presentation skills.
• Expertise in adult learning principles and instructional design methodologies.
• Proven ability to build strong relationships and influence stakeholders at all levels.
• Strong leadership skills and a collaborative mindset.
• Analytical skills to assess training needs and measure program outcomes.
• Ability to manage multiple projects and prioritize effectively.