Learning and Development Lead

TownSq • Richardson, TX

10h • Onsite

About The Position

The Learning & Development Lead oversees and delivers training programs that
support product adoption, client enablement, and employee readiness for the
organization’s established (organic growth) customer base. This role reports to
the Senior Director of Learning & Development and collaborates closely with the
Manager, Learning & Development Programs (Transformation Focus). This role
functions as a player–coach: balancing hands-on facilitation and training
delivery with leadership responsibilities for a small team. Because training
needs in the organic growth market fluctuate, the workload will shift seasonally
between team leadership, curriculum adaptation, and direct facilitation based on
active implementations and product priorities.

The L&D Lead is responsible for adapting and contextualizing training materials
originally developed for acquisitions and large-scale transformation programs.
This includes tailoring content, delivery strategies, and learning experiences
to match the needs of existing customers, the smaller-scale nature of organic
growth implementations, and the resources available across internal teams.  This
position is onsite 5 days a week at our Richardson, Texas location.

Requirements

• Bachelor’s degree required — in a relevant field such as: Education, Organizational Development, Human Resources, Business Administration, or Business Administration.
• 4–6 years of experience in Learning & Development, corporate training, enablement, or a related field.
• 1–2 years of experience in a lead, coaching, or senior-level training role (formal or informal leadership acceptable).
• Hands-on experience facilitating training (virtual and/or in-person) for customer-facing or internal audiences.
• Proven success in coordinating or supporting onboarding, product training, or workflow/process training.
• Experience partnering with operations, client success, support, or product teams to align training with business needs.
• Experience mentoring peers, leading small project teams, or coaching facilitators (even informally).

Responsibilities

• Serve as a player–coach, providing day-to-day guidance to an L&D Specialist and Facilitator while also performing hands-on facilitation duties as needed.
• Adjust workload distribution and personal involvement in facilitation based on volume, complexity, and cadence of implementations requiring training.
• Coach team members on facilitation excellence, learner engagement, classroom management, and adapting delivery to client contexts.
• Promote a culture of accountability, collaboration, and continuous improvement within the team.
• Conduct regular check-ins, feedback sessions, and performance conversations to support skill development and career growth.
• Lead the adaptation of training materials, guides, and program structures created by the Transformation L&D team, ensuring relevance for existing customers and smaller-scale implementations.
• Tailor content to reflect: Organic growth market needs Differences in customer maturity Available customer resources Smaller cohorts and less intensive onboarding timelines Product adoption use cases unique to existing clients
• Provide structured feedback to the Learning Architect, Instructional Designer, and Transformation Manager to further refine upstream content.
• Maintain version control and alignment with product updates while ensuring materials retain clarity and usability for smaller customer groups.
• Deliver virtual and in-person training for customers and internal teams, especially during periods of high implementation volume.
• Lead the planning and scheduling of training activities for organic growth clients.
• Ensure high-quality, engaging learning experiences for all audiences, adjusting delivery methods as needed for smaller groups.
• Support facilitators by modeling best practices, troubleshooting issues, and stepping in as primary trainer when needed.
• Partner with Implementation, Client Success, Product, and Support teams to align training plans with client timelines and resource availability.
• Maintain clear communication channels across internal teams to ensure readiness before training launches.
• Support readiness assessments and help identify risks or learning gaps early in the implementation cycle.
• Track training attendance, engagement, and follow-up needs for organic growth client groups.
• Collect and interpret learner feedback, customer satisfaction data, and training effectiveness metrics.
• Identify patterns and opportunities to improve training content and delivery models for the organic growth segment.
• Share insights and recommendations with the Senior Director and cross-functional partners.
• Work with the Learning Architect & LMS Administrator to ensure content is accessible, updated, and properly tagged for ongoing use.
• Act as the organic growth training representative within the broader L&D function, ensuring alignment with enterprise learning standards.
• Partner with the Transformation Manager to ensure consistency in facilitation quality and delivery expectations across both L&D teams.
• Collaborate with Product, Implementation, and Customer Success teams to ensure training reflects current workflows, features, and customer needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level