Director of Training

The Director, Training partners closely with the Vice President, Client Service to deliver exceptional client experiences, develop high-impact learning programs, and support client retention initiatives. This role is responsible for defining the strategy, design, delivery, and evaluation of learning initiatives across the entire eMoney platform. The Director drives organizational effectiveness by optimizing training operations, empowering team members, enhancing learning effectiveness, and ensuring client satisfaction.
The Director brings expertise in learning and development, curriculum design, and program management, leading the strategy, development, and continuous improvement of training programs that support client needs and business objectives. As a leader and coach, this role drives execution through innovation and collaboration, fosters a high-performing, client-focused culture, and partners across the organization to deliver impactful learning solutions and positive client outcomes.

Job Description 

•    Lead a high-performing learning organization that delivers exceptional learning experiences, drives product adoption, and client satisfaction. 
•    Develop and execute the learning strategy, translating business objectives into scalable onboarding, enablement, certification, and training programs while continuously enhancing curriculum, delivery methods, learner performance, and business outcomes.
•    Drive operational excellence by optimizing the client learning journey, streamlining processes, and implementing scalable tools, technologies, and cross-functional solutions that enhance efficiency and the client experience.
•    Oversee the Learning Management System (LMS) and leverage technology-driven solutions and instructional design principles to improve scalability, operational efficiency, learner engagement, and business outcomes.
•    Establish and maintain curriculum governance and instructional standards to ensure learning content is accurate, consistent, scalable, and aligned with adult learning principles, product strategy, client needs, and organizational objectives.
•    Establish and monitor KPIs, productivity measures, goals, and learning effectiveness metrics to drive continuous improvement and ensure alignment with service standards, quality goals, and organizational objectives. 
•    Leverage client, learner, and employee feedback to ensure learning content, communications, and programs remain relevant, impactful, and aligned with business objectives. 
•    Serve as the senior escalation point for complex client learning and training issues, ensuring timely resolution, appropriate cross-functional coordination, and a positive client experience. 
•    Lead the Learning Community of Practice (LCOP) and initiatives to ensure alignment with organizational goals and priorities. 
•    Maintain deep expertise in eMoney products, systems, processes, and policies to support strategic decision-making and service excellence. 
•    Partner with senior leadership and cross-functional stakeholders to communicate learning performance, client trends, program effectiveness, risks, opportunities, and key business insights. 
•    Coach and develop team leaders and learning professionals through performance management, career development, succession planning, and structured development programs that strengthen expertise in eMoney products, industry trends, leadership capabilities, and learning best practices.
•    Other duties as assigned.

Requirements

•    Bachelor’s degree in Education, Instructional Design, Adult Learning, Organizational Development, or a related field; or an equivalent combination of education and relevant professional experience.
•    5+ years of people leadership experience, including demonstrated experience leading managers, team leaders, or multidisciplinary learning teams.
•    10+ years of progressive training, Learning & Development, and/or customer education experience.
•    Strong understanding of financial terms and concepts
•    Demonstrated knowledge of instructional design methodologies, adult learning principles, curriculum development, and learning effectiveness practices.
•    Working knowledge of financial advisory services is a plus.
•    Ability to travel up to 15%.

Skills

•    Extensive experience designing, scaling, and leading learning, coaching, and enablement programs within a SaaS environment, with a strong understanding of client success, professional services, and learning best practices.
•    Experience leading teams that deliver learning services directly to clients, with a strong understanding of how learning quality and effectiveness influence client adoption, engagement, and success.
•    Exceptional leadership, coaching, and relationship-building skills, with the ability to inspire teams, navigate conflict, collaborate across all levels of the organization, and provide constructive feedback that drives growth and performance.  
•    Strong knowledge of learning and development trends, with the ability to evaluate and apply innovative approaches that deliver measurable business value.
•    Demonstrated ability to thrive in a fast-paced environment, adapt to changing priorities, exercise sound judgment, and drive timely, effective decision-making.
•    Ability to balance urgency, quality, client needs, and organizational priorities while maintaining accountability for results. 
•    Highly organized, detail-oriented self-starter with the ability to manage multiple priorities and initiatives simultaneously.
•    Outstanding verbal, written, and interpersonal skills, including the ability to communicate effectively to both technical and non-technical audiences.
•    Strong leadership and change management skills. 
•    Strong client advocacy mindset and deep understanding of customer service principles, client engagement, and success best practices.

The salary range for this position is $142,000 - $179,000; commensurate salary to be determined based on skills, professional background and expertise.  This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.