Learning and Development Lead

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.

Leadership & Team Management

• 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.

Curriculum Adaptation & Tailoring

• 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.

Training Delivery & Facilitation

• 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.

Program Coordination & Implementation Support

• 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.

Measurement & Continuous Improvement

• 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.

Cross-Functional Collaboration

• 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.

Education

• Bachelor’s degree required — in a relevant field such as: Education, Organizational Development, Human Resources, Business Administration, or Business Administration.

Experience

• 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).

Work location & model: DFW, required in office on-site, 5 days per week at our Richardson, TX location