Director of Training & Development

Project Kitty Hawk•North Carolina, NC

2d•$120,000 - $135,000•Remote

About The Position

The Director of Training & Development is a newly created role responsible for building PKH's learning infrastructure from the ground up. This is a hands-on leadership position as the role will both architect the system and deliver the training. A defining feature of this role is a performance-driven learning philosophy: training is not complete at delivery. The role is responsible for designing feedback loops that connect training to observable behavioral change, assess implementation fidelity, and use data to drive targeted reinforcement or remediation.

Requirements

5+ years of experience in learning and development, training management, or instructional design; experience in higher education or OPM environment strongly preferred
Demonstrated experience building training programs from the ground up
Experience designing and facilitating training for enrollment/admissions, student services, or CRM-heavy operational teams
Proficiency with LMS platforms and e-learning authoring tools
Track record of designing performance measurement systems that close the loop between training delivery and behavioral outcomes
Exceptional facilitation skills — comfortable leading virtual sessions with diverse audiences ranging from front-line staff to senior leaders
High degree of project management discipline; ability to manage multiple training workstreams simultaneously in a fast-moving environment
Experience with Salesforce CRM training
Experience supporting technology implementation training (system rollouts, workflow changes)

Responsibilities

Design and launch PKH's learning and development function, including governance model, delivery formats, and measurement framework
Conduct learning needs assessments across Admissions, Student Services, CRM, and other relevant teams to establish a phased training roadmap
Build and maintain a library of training content, assessments, and job aids in Canvas or alternative agreed-upon LMS
In partnership with functional leaders, establish onboarding curricula for new admissions reps, student success coaches, and CRM users
In partnership with functional leaders, support the development of a knowledge management system as partners and services expand.
Define standards for training documentation, version control, and content lifecycle management
Facilitate live virtual training sessions across functional teams
Design and develop asynchronous learning content — including e-learning modules, video walkthroughs, quick-reference guides, and scenario-based exercises
Deliver Salesforce Education Cloud CRM training for admissions representatives and student success coaches, covering workflows, data entry standards, and reporting
Partner with subject matter experts (Directors, senior staff) to develop technically accurate content aligned to PKH processes and partner institution nuances
Create role-specific learning paths that differentiate between new hire onboarding, process changes, and ongoing skill development
Design and deliver operational tools orientation for new employees, providing an overview of core platforms including SharePoint, Confluence, Databrix, Quicksight, and others, covering the purpose of each tool, basic functionality, and how it fits in the day-to-day workflows
Organize and facilitate leadership development programming and curriculum rooted in upskilling internal colleagues for leadership roles.
Design assessments and knowledge checks to measure comprehension post-training; establish passing thresholds tied to role readiness
Develop observation tools and behavioral checklists to assess whether trained staff are implementing skills on the job (call audits, coaching session reviews, CRM data quality audits)
Build a regular cadence of performance data review in partnership with student operations functional and data leaders to identify implementation gaps
Design and execute targeted reinforcement training, refresher sessions, or individualized remediation based on performance data
Establish and track L&D metrics: training completion, assessment scores, behavioral adoption rates, and correlations to enrollment and student outcomes
Serve as a strategic thought partner to COO and functional Directors on capability gaps, onboarding timelines, and change management training needs
Align training content to PKH's student experience charter and service standards; reinforce organizational values and culture through learning design
Support the in-house transition of admissions and marketing functions (through end of 2026) with targeted change management training
Coordinate with the CTO's team on CRM system updates to ensure training content remains current as the platform evolves
Establish a routine training communication channel or site for routine CRM release notes, change management initiatives or other common training-adjacent topics.
Build scalable training templates that can be adapted as PKH expands its partner institution portfolio