LEARNING & DEVELOPMENT MANAGER

KOA•Billings, MT

5d•Onsite

About The Position

Lead the design, development, and execution of KOA’s learning strategy to support franchisees and corporate teams across the system. This role is responsible for building a structured, scalable learning ecosystem that strengthens operational capability, improves consistency, and drives measurable business outcomes, including system quality, guest experience, and franchisee performance. This position is not a facilitation role. It is responsible for architecting curriculum, translating business priorities into actionable learning programs, and ensuring training results in observable behavior change across the KOA system.

Requirements

Bachelor’s degree in Education, Organizational Development, Communications, Business, or related field.
7–10+ years of experience in learning and development, instructional design, or program development.
Proven experience designing and building curriculum from the ground up that drives measurable behavior change and performance outcomes.
Demonstrated ability to translate business strategy into structured learning programs.
Experience managing and optimizing Learning Management Systems and digital learning platforms.
Strong ability to influence without authority and drive adoption across diverse stakeholder groups.

Nice To Haves

Experience working in distributed, multi-location, or franchise-like environments is strongly preferred.

Responsibilities

Own, lead, and foster KOA’s learning strategy, aligning all education initiatives with system priorities, operational standards, and growth objectives.
Design and build a structured curriculum across KOA University, Manager School, convention programming, and digital learning platforms.
Translate insights from Field Operations, Quality Assurance, and Franchise Business Coaching into targeted learning pathways that address capability gaps.
Develop scalable, multi-platform learning programs that drive adoption of system initiatives, including Hospitality, Wi-Fi standards, and technology platforms and adoption, and operational consistency.
Architect leadership pathways for franchise owners, managers, and emerging leaders to strengthen leadership bench strength across the KOA system.
Lead and optimize KOA’s Learning Management System, including content governance, reporting, and performance analytics tied to business outcomes.
Establish and track measurable impact of training initiatives, including improvements in quality scores, NPS, operational consistency, and program adoption.
Supports the development and execution of training programs aligned with KOA corporate initiatives and programs serving corporate teams and franchisees.
Partner with subject matter experts and internal teams to build clear, practical, and actionable training that aligns with real-world operations.
Ensure learning content consistently reflects KOA’s mission, vision, guest experience expectations and brand standards.
Serve as a strategic partner to executive leadership on system capability development and learning priorities.
Manage external learning resources and contractors to support curriculum development and specialized initiatives.
Works with Enterprise Communications team to help define training and communications of, and for, major company initiatives to reduce ambiguity and drive consistent execution across corporate teams and franchisees.