Director, Training & Development

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the development of knowledge and skills among DealerOn employees.

• Collaborate with organizational leaders to create and implement strategies that enhance knowledge, product expertise, customer engagement, employee development, and retention.

• Lead, manage, and mentor the training team, including setting and evaluating individual and team objectives.

• Report to and work closely with the Senior VP of Customer Success regarding departmental standards and standard operating procedures (SOPs).

• Build relationships with peers, business unit leaders, and senior management.

• Create long-term plans for knowledge and skills development while prioritizing training resources.

• Design and execute onboarding, ongoing technical training, refresher courses, coaching, customer-facing soft skills, and communication training programs.

• Oversee the Salesforce Knowledge strategy, including standards, governance, content ownership, review cycles, and article retirement.

• Train Success Managers to effectively communicate DealerOn’s value proposition to dealers.

• Define and report on training metrics linked to business outcomes, such as ramp-up time, quality, error rates, and customer retention.

• Establish team OKRs and individual KPIs, adjusting programs based on performance results.

• Work with team leadership and HR to develop certification pathways.

• Manage team staffing, recruitment, performance management, development, evaluations, and disciplinary actions.

• Collaborate with Support, Inventory, Product, Sales, and Operations to provide training materials, tools, and processes.

• Coach employees and offer feedback and developmental opportunities.

• Develop, document, implement, and enforce operational policies and procedures through the internal knowledge base and learning management system (LMS).

• Stay updated on products and processes to ensure employees have access to the latest information.

• Partner with Product and Marketing for training readiness regarding releases, knowledge articles, and go-to-market enablement.

• Utilize instructional design, learning technology, and AI to create scalable, role-specific training solutions.

• Implement training initiatives that enhance proficiency, operational efficiency, and overall business results.

⛳️ Requirements

• Bachelor’s Degree in Education, Computer Science, Marketing, Project Management, Business Administration, or a related field.

• Over 7 years of leadership experience, particularly in technical training and/or technical support within the automotive sector.

• Exceptional communication skills with the ability to convey complex technical topics clearly and concisely to a diverse audience.

• Proven change leadership and a strong commitment to customer support and employee development.

• Strong problem-solving abilities with a service-oriented mindset.

• Capability to manage multiple tasks in a dynamic, fast-paced environment.

• Proactive mindset with a keen attention to detail, consistent follow-through, and robust organizational skills.

• Excellent written and verbal communication capabilities.

• Previous experience with Learning Management Systems such as TalentLMS and Salesforce Knowledge.

• Extensive experience in the automotive/IT sector, specifically in upskilling a large learner base.

• A successful history of managing training programs and providing strategic consulting within the Account Management Process.

• Preferred: 2+ years of experience in the automotive industry.

• Preferred: Prior management experience in a technical support setting.

• Preferred: Experience in developing and delivering both technical and soft skills training.

• Preferred: Background in a high-tech, software, or SaaS organization.

• Preferred: Strong management capabilities with a focus on detail.

• Must be a resident of the United States.

• Must successfully pass a background check as a condition of employment.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Company-matched 401K plan.

• Flexible PTO and Sick Leave.

• 6 weeks of paid Parental Leave.

• 8 Paid National Holidays.

• Company-paid basic Life Insurance.

• Voluntary supplemental Life Insurance.

• Voluntary long-term/short-term disability insurance.

• Voluntary Pet Insurance.

• Optional Healthcare/Dependent Care FSA Account.