Director, Global Training & SME Support

LeadsOnline•Plano, TX

About The Position

LeadsOnline is seeking a Director, Global Training & SME Support to lead its worldwide training and subject matter expert (SME) support function. This role is critical as the company consolidates its product portfolio into a unified platform, shifting training and SME support from a delivery function to a strategic growth lever. The ideal candidate will be a commercially minded architect capable of designing the structure, roles, programs, and partner network to ensure scalability and deliver exceptional customer value. The position requires building repeatable programs, a modern learning platform, and a certified partner network to drive excellence and make training a key differentiator for LeadsOnline. The role involves deep collaboration with Sales, Product, Customer Success, Marketing, and external training partners.

Requirements

Proven experience building or substantially scaling a training, enablement, or customer-education function, ideally in a SaaS, gov-tech, or vertical-software environment.
Commercial fluency: comfortable thinking about how a function creates, communicates, and captures value, and partnering with Sales and CS to do it.
Strong cross-functional leadership: demonstrated ability to influence and align across Sales, Product, CS, and Marketing without direct authority.
Tech-savvy and hands-on with learning technology, able to lead the build and operation of a training site / program / LMS and to use data to prove impact.
A systems-and-process orientation: someone who builds repeatable programs rather than relying on individual effort.

Nice To Haves

Law enforcement, forensic, or investigative experience or demonstrated deep credibility within those professional communities.
Experience operating globally and/or across multiple product or subject-matter domains.
Experience designing certification or credentialing programs.

Responsibilities

Architect the Team & Function for Growth: Design the structure, roles, and operating model of the global training and SME organization for scalability. Build repeatable systems, playbooks, and governance. Define the mix of full-time staff, SMEs, and certified training partners. Develop and govern a certified partner-trainer network.
Position Training & SME Support as a Value-Add: Own the strategy for how training and SME support create and communicate value across the customer lifecycle. Design the model for value delivery and capture. Build a credentialing/certification approach. Connect the function’s work to company outcomes (activation, adoption, retention, expansion) and report on contribution.
Design the Program & Learning Platform: Lead the design, build, and operation of the training site, program, and LMS, including onboarding and advanced content. Deploy a range of delivery modalities. Use technology and data to measure effectiveness and improve the program. Architect training for a unified platform. Design re-activation motions.
Partner Across the Organization: Collaborate with Sales to align training with the revenue motion. Feed field insights to Product. Align training with Customer Success playbooks. Translate training programs into Marketing positioning. Recruit, certify, and govern external training partners.
Lead the SME & Support Function: Oversee SME-level support as an extension of training. Use support trends to drive training content updates. Implement qualification gates for high-cost SME activities. Maintain and elevate quality standards and measure external satisfaction.
Lead & Develop the Team: Recruit, develop, and retain trainers and SMEs. Mentor and grow the team, promote an ownership culture, and build scalable ways of working. Serve as a credible resource to the Senior Leadership Team.