Director of Training and Development

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Develop and initiate PKH's learning and development initiative, encompassing a governance model, delivery methods, and a measurement framework.

• Perform learning needs assessments across Admissions, Student Services, CRM, and other pertinent teams to create a phased training roadmap.

• Create and sustain a library of training materials, assessments, and job aids in Canvas or another mutually agreed-upon LMS.

• Collaborate with functional leaders to establish onboarding curricula for new admissions representatives, student success coaches, and CRM users.

• Work alongside functional leaders to assist in developing a knowledge management system as partnerships and services grow.

• Set standards for training documentation, version control, and content lifecycle management.

• Lead live virtual training sessions across various functional teams.

• Design and develop asynchronous learning materials, including e-learning modules, video walkthroughs, quick-reference guides, and scenario-based exercises.

• Provide Salesforce Education Cloud CRM training for admissions representatives and student success coaches, covering workflows, data entry standards, and reporting.

• Collaborate with subject matter experts (Directors, senior staff) to create technically accurate content aligned with PKH processes and the nuances of partner institutions.

• Develop role-specific learning pathways that distinguish between new hire onboarding, process modifications, and ongoing skill enhancement.

• Design and conduct operational tools orientation for new employees, offering an overview of core platforms such as SharePoint, Confluence, Databrix, Quicksight, and others, explaining the purpose and basic functionality of each tool and its relevance to daily workflows.

• Organize and facilitate leadership development programs and curricula focused on upskilling internal colleagues for leadership positions.

• Create assessments and knowledge checks to evaluate understanding post-training; set passing thresholds linked to role readiness.

• Develop observation tools and behavioral checklists to assess whether trained staff are applying skills in their roles (call audits, coaching session reviews, CRM data quality audits).

• Establish a regular schedule for performance data reviews in collaboration with student operations functional and data leaders to pinpoint implementation gaps.

• Design and implement targeted reinforcement training, refresher sessions, or individualized remediation based on performance data.

• Define and monitor L&D metrics: training completion rates, assessment scores, behavioral adoption rates, and their correlations to enrollment and student outcomes.

• Act as a strategic thought partner to the COO and functional Directors regarding capability gaps, onboarding timelines, and training needs for change management.

• Align training materials with PKH's student experience charter and service standards; reinforce organizational values and culture through learning design.

• Support the in-house transition of admissions and marketing functions (until the end of 2026) with focused change management training.

• Coordinate with the CTO's team on CRM system updates to ensure training content remains relevant as the platform evolves.

• Establish a regular training communication channel or site for ongoing CRM release notes, change management initiatives, or other relevant training topics.

• Create scalable training templates that can be modified as PKH expands its portfolio of partner institutions.

⛳️ Requirements

• Over 5 years of experience in learning and development, training management, or instructional design; experience in a higher education or OPM environment is highly preferred.

• Proven experience in constructing training programs from inception to execution.

• Experience in designing and facilitating training for enrollment/admissions, student services, or CRM-intensive operational teams.

• Proficiency in LMS platforms and e-learning authoring tools.

• A strong track record in designing performance measurement systems that connect training delivery with behavioral outcomes.

• Exceptional facilitation skills — adept at leading virtual sessions with diverse audiences, from front-line staff to senior leaders.

• High level of project management discipline; ability to juggle multiple training workstreams concurrently in a dynamic environment.

• Familiarity with Salesforce CRM training.

• Experience in supporting training for technology implementation (system rollouts, workflow modifications).

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• 401K plan with matching contributions.

• Generous time-off policy, including paid volunteer time.

• Competitive salary with the potential for performance-based bonuses.

• Flexibility for remote work.