Director, Training & Development

About This Role

Directing training and development for DealerOn employees is the core of this role, which involves partnering with company leaders to develop and execute strategies that improve organizational knowledge, product skills, customer effectiveness, employee growth, and retention. This position focuses on driving business forward by enhancing employee knowledge and skill proficiencies, improving operational efficiency, and fostering a learning environment that attracts and retains top talent. The Director leads and mentors the training team, establishing and measuring individual and team goals, and collaborates with the Senior VP of Customer Success and cross-functional leaders to define and implement department standards and processes.

Responsibilities

• Establish and maintain relationships and effectively communicate with peers, business unit leaders, and senior management to ensure a collaborative corporate environment
• Work with DealerOn leaders to develop long-term knowledge and skills growth plans and to determine how to prioritize and invest training resources
• Ensure that effective onboarding training programs are identified, designed, and implemented to deliver effective new hire and ongoing technical and training curriculum
• Ensure that an effective ongoing refresher and coaching program is identified, designed, and implemented to produce high-quality customer-facing soft skills and communication proficiencies
• Own the strategy, standards, and governance for the Salesforce Knowledge base, including content ownership, review cadence, and retirement of outdated articles, so employees and AI tools can rely on it as the trusted source of truth
• Train Success Managers (CSMs) to serve as consultants to Dealers, guiding them on DealerOn's value proposition and providing consultative support to ensure training initiatives contribute significantly to the company's investment
• Define and report on measures that tie training to business results, such as time for new hires to get up to speed, quality and error rates, and customer retention
• Set team OKRs and individual KPIs against those measures and adjust programs based on the results
• Collaborate with team leadership and HR to develop certification paths that support skill development and career growth
• Ensure certification programs align with team goals and create clear advancement opportunities
• Manage overall team staffing, including recruitment, performance management, development, evaluation, and disciplinary actions
• Collaborate with the Support, Inventory, Product, Sales, and Operations teams to ensure that all new training materials, tools, and processes are effectively delivered to their team
• Provide employees with coaching, feedback, and developmental opportunities to enhance their skills, motivation, and performance
• Develop, document, implement, and enforce operational policies and procedures via the internal knowledge base and LMS