Training and Development Director

The Training Director is responsible for leading the strategy, execution, and continuous improvement of learning, training, coaching, and frontline development programs that enable operational excellence and business performance. This role provides leadership for Training Managers, Supervisors, Trainers, and learning support teams while ensuring alignment with client requirements, organizational goals, and workforce development strategies.

Strategic Leadership

• Develop and execute enterprise learning and frontline development strategies aligned with business objectives.
• Partner with executive leadership and clients to identify workforce capability needs and performance improvement opportunities.
• Establish short-term and long-term learning roadmaps that support operational growth and transformation.
• Drive innovation through the adoption of modern learning practices, AI-enabled solutions, and emerging technologies.

Operational Performance Management

• Lead training operations across multiple sites, programs, and lines of business.
• Ensure successful onboarding, training, certification, and proficiency attainment of frontline employees.
• Monitor key performance metrics including graduation rates, speed-to-proficiency, learner performance, retention, quality, sales, customer experience, and business outcomes.
• Identify performance trends and implement solutions to improve operational effectiveness and learner success.

Learning & Development Leadership

• Oversee curriculum design, instructional delivery, coaching programs, and learning effectiveness initiatives.
• Ensure training content remains current, compliant, and aligned with client expectations and operational needs.
• Drive continuous improvement in instructional methodologies, learning experiences, and performance support solutions.
• Establish learning standards, governance processes, and certification frameworks.

Leadership Development & Talent Management

• Develop Training Managers, Supervisors, Trainers, and future learning leaders.
• Lead succession planning and talent review processes within the Learning organization.
• Build leadership pipelines and bench strength to support business growth.
• Foster a culture of coaching, accountability, engagement, and continuous development.

Client & Executive Partnership

• Serve as the primary learning and development advisor to senior business leaders and clients.
• Present learning strategies, performance results, and business recommendations during executive and client reviews.
• Build strong partnerships across Operations, Quality, Workforce Management, HR, Recruiting, and Client Services.
• Ensure learning initiatives support both client and organizational objectives.

Learning Technology & Innovation

• Lead implementation and optimization of learning technologies, including LMS, AI coaching platforms, simulators, digital adoption tools, and analytics platforms.
• Evaluate emerging technologies and recommend innovative solutions that improve learner performance and operational results.
• Drive digital transformation initiatives across the learning organization.
• Ensure effective utilization of technology to create scalable and efficient learning experiences.

Analytics & Business Intelligence

• Establish learning analytics frameworks that measure business impact.
• Utilize dashboards, predictive analytics, and performance data to drive decision-making.
• Assess training effectiveness and ROI of learning investments.
• Deliver executive-level reporting and actionable insights to business leaders and clients.

Change Management & Organizational Transformation

• Lead learning support for major organizational and operational change initiatives.
• Drive adoption of new processes, technologies, and performance expectations.
• Champion continuous improvement and operational excellence throughout the organization.
• Manage risks and ensure successful implementation of transformational initiatives.

Financial & Resource Management

• Develop and manage training budgets, staffing plans, and resource allocations.
• Ensure efficient utilization of training personnel, facilities, and technology investments.
• Forecast future learning needs and capacity requirements.
• Maintain fiscal accountability while delivering business results.

Compliance & Governance

• Ensure compliance with company policies, regulatory requirements, and client standards.
• Maintain audit readiness and operational compliance within the training organization.
• Establish governance processes to ensure consistency, quality, and accountability across all learning programs.

Qualifications

• Bachelor's degree
• 3–5 years of relevant experience
• Learning & Talent Development
• Adult Learning Theory (Andragogy)
• Learning Strategy Development
• Instructional Systems Design (ADDIE, SAM, Agile Learning)
• Competency-Based Training Frameworks
• Leadership Development Programs
• Performance Consulting Methodologies
• Evaluation and Measurement Frameworks (Kirkpatrick, Phillips ROI)
• Learning Experience Design (LXD)
• Business & Operational Leadership
• Contact Center/BPO Operations
• Sales, Customer Service, and Customer Experience Operations
• Workforce Management and Capacity Planning
• Financial Planning and Budget Management
• Business Acumen and P&L Fundamentals
• Strategic Workforce Planning
• Vendor and Client Relationship Management
• Organizational Effectiveness
• Learning Technology & AI
• Learning Management Systems (LMS)
• Learning Experience Platforms (LXP)
• Digital Adoption Platforms
• AI-Powered Learning and Coaching Tools
• Virtual and Blended Learning Technologies
• Knowledge Management Systems
• Learning Content Management Systems
• Learning Analytics Platforms
• Data & Analytics
• Advanced Dashboard Interpretation
• Learning Analytics and Reporting
• Predictive Analytics
• Data Storytelling
• Root Cause Analysis
• Business Intelligence Reporting
• Performance Trend Analysis
• ROI Measurement
• Leadership & Talent Management
• Executive Coaching
• Succession Planning
• Talent Reviews and Calibration
• Leadership Development
• Organizational Change Management
• Stakeholder Management
• Employee Engagement Strategies
• High-Performance Team Leadership