Training Director

About the role

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.

Key responsibilities

• Develop and execute enterprise learning and frontline development strategies aligned with business objectives
• Lead training operations across multiple sites, programs, and lines of business
• Oversee curriculum design, instructional delivery, coaching programs, and learning effectiveness initiatives
• Monitor key performance metrics including graduation rates, speed-to-proficiency, learner performance, retention, quality, sales, customer experience, and business outcomes
• Develop Training Managers, Supervisors, Trainers, and future learning leaders
• Serve as the primary learning and development advisor to senior business leaders and clients
• Lead implementation and optimization of learning technologies, including LMS, AI coaching platforms, simulators, digital adoption tools, and analytics platforms
• Establish learning analytics frameworks that measure business impact and deliver executive-level reporting
• Lead learning support for major organizational and operational change initiatives
• Develop and manage training budgets, staffing plans, and resource allocations

About you

• Bachelor's degree
• 3-5 years of relevant experience
• Expertise in Adult Learning Theory (Andragogy)
• Experience with Learning Strategy Development
• Knowledge of Instructional Systems Design (ADDIE, SAM, Agile Learning)
• Experience with Competency-Based Training Frameworks
• Proficiency in Evaluation and Measurement Frameworks (Kirkpatrick, Phillips ROI)
• Experience in Contact Center/BPO Operations
• Knowledge of Workforce Management and Capacity Planning
• Experience with Financial Planning and Budget Management
• Proficiency with Learning Management Systems (LMS) and Learning Experience Platforms (LXP)
• Experience with Learning Analytics and advanced dashboard interpretation