Director, Global Training & SME Support

LeadsOnline•Plano, TX

About The Position

LeadsOnline is building the definitive platform for investigative and forensic intelligence, serving roughly 5,500 law enforcement agencies across the U.S. and 80+ countries. As we consolidate a multi-product portfolio into a unified platform, training and SME support move from a delivery function to a strategic growth lever. The Director, Global Training & SME Support leads that function worldwide — spanning our U.S. digital-data and investigative tools and our global forensic ballistics (IBIS) programs. We are looking for a commercially minded architect who can design how the team, its roles, its programs, and its partner network are structured so that training and SME support scale with the company — and who holds the bar high on what we deliver, so that training and SME support are a durable source of customer value and competitive advantage. This person builds repeatable programs, a modern learning platform, and a certified partner network that grow capacity as the company grows and, in equal measure, drives the excellence of what we deliver. We want training to be a genuine differentiator for LeadsOnline: novel, creative, and engaging programs that truly build experts of our users and deliver an experience worth raving about. Every training and SME interaction is an opportunity to deepen adoption, strengthen relationships, and reinforce the credibility of LeadsOnline in the professional communities we serve.

Requirements

Proven experience building or substantially scaling 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 a 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. This lends legitimacy both to our customers and to a team that is majority law enforcement, and it materially strengthens the candidacy.
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 so it is best positioned for the company’s growth and strategic goals.
Build repeatable systems, playbooks, and governance replacing individual dependency with scalable process across both digital-data and ballistics domains.
Define the mix of full-time staff, SMEs, and certified training partners, accounting for degree of influence, CJIS/security requirements, and international considerations.
Develop and govern a certified partner-trainer network as the primary lever to scale capacity globally without linear headcount growth.
Position Training & SME Support as a Value-Add: Own the strategy for how training and SME support create and communicate value to customers across the lifecycle from onboarding through advanced use, re-activation, and expansion.
Design the model for how value is delivered and, over time, captured whether packaged, tiered, credentialed, or offered as a relationship and adoption driver in close partnership with Sales, CS, and leadership.
Build a credentialing / certification approach that gives practitioners recognized, portable proof of proficiency a strong driver of adoption, retention, and advocacy in the professional communities we serve.
Connect the function’s work to company outcomes — activation, adoption, gross and net retention and report on training’s contribution to those goals rather than on activity volume alone.
Design the Program & Learning Platform: Lead the design, build, and ongoing operation of the training site, program, and LMS including onboarding and advanced content across the platform.
Deploying a range of delivery modalities (in-person, live virtual, self-paced) matches customer needs, segment, and geography.
Use technology and data to measure content effectiveness, learner progression, and downstream product usage and to continuously improve the program.
Architect training for a unified platform, not tool-by-tool tradecraft, aligned to the company’s platform strategy and compressed rollout.
Own the mix of high-touch and scaled delivery in particular, when to invest in white-glove pilot programs (in-person SME engagement, “quality over quantity,” meeting agencies where they are) versus scaled regional events with clear criteria for each and a bias toward the model that produces durable adoption.
Design not just onboarding and activation but re-activation motions that re-engage dormant users and agencies an underused and high-impact lever for protecting gross retention.
Partner Across the Organization: Sales: Serve as a strategic partner to Sales aligning onboarding, pilots, demos, and enablement to the revenue motion and codifying clear criteria for where training and SME resources are invested.
Product: Feed field insight and support-trend data into the roadmap; represent the customer’s voice in prioritization.
Customer Success: Align training and SME motions to onboarding, activation, re-activation, and retention play that protect and grow the book.
Marketing: Translate training programs and credentials into positioning, thought leadership, and demand.
Training Partners: Recruit, certify, and govern the external trainer/SME network that extends our reach.
Lead the SME & Support Function: Oversee SME-level support as an extension of training maintaining continuity from routine support into deep subject-matter expertise, and a development track for talent to grow along it.
Use support-request trends to drive training-content updates reducing recurring issues while improving the user experience.
Put qualification gates around high-cost SME activities (e.g., records reviews) to protect the team’s time and focus it on the highest-value work.
Maintain and elevate quality standards across training and SME interactions, measuring external satisfaction against internal standards and closing the gaps.
Lead & Develop the Team: Recruit, develop, and retain excellent trainers and SMEs, many of whom bring deep law enforcement and forensic backgrounds.
Mentor and grow the team, promote an ownership culture, and build sustainable, scalable ways of working.
Serve as a credible resource to the Senior Leadership Team on best practices, standards, and emerging trends across the domains we serve.