Director of Training & Development

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.

What you'll do:

Infrastructure and Strategy

• 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

Training Delivery

• 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.

Performance-Driven Learning Loop

• 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

Collaboration and Stakeholder Partnership

• 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

What you bring:

• 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)