Director – Learning & Development

Essential Job Duties

• Strategic Program Leadership - Develop and execute comprehensive learning and development strategy aligned with business objectives, designing scalable training frameworks that support organizational growth in the healthcare SaaS environment.
• Cross-Functional Partnership - Partner strategically with department leaders across People & Culture, Sales, Technical Customer Care, Customer Succes, Product, etc. to conduct comprehensive needs assessments, identify emerging skill gaps, and develop targeted training solutions that drive measurable business outcomes while fostering strong cross-departmental relationships.
• Comprehensive Onboarding & Employee Development - Design and implement world-class onboarding programs for all employees, with specialized curricula for role-specific requirements and ongoing professional development pathways.
• Enablement for Customer-Facing Teams (Technical Customer Care, Customer Success, Sales) – Own the creation and delivery of specialized training programs for TCC call center agents, customer success managers, and sales teams focusing on homecare industry knowledge, state and market specific nuances, product expertise, and customer service excellence.
• Homecare Industry Expertise & Training - Develop homecare-specific training content addressing industry-specific workflows and challenges at scale so all employees are able to deeply understand customer needs.
• Learning Technology & Content Development - Implement learning management systems, create multi-modal learning experiences (virtual, in-person, microlearning), and develop engaging educational content including assessments and interactive modules.
• Performance Measurement & Continuous Improvement - Monitor training effectiveness through data analysis, conduct regular needs assessments, and continuously optimize programs based on learner feedback and business outcomes.
• Team Leadership & Resource Management - Lead learning and development team, manage training budgets, oversee vendor relationships, and report on program metrics and deliver strategic recommendations to executive leadership.
• Strategic Reporting & Initiative Management - Develop and communicate learning and development roadmaps, provide regular updates on key training initiatives and program milestones, and deliver executive-level reporting on learning outcomes, strategic progress, and alignment with organizational objectives.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• Travel up to 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

• 10+ years of experience in SaaS learning and development, with 5+ years of experience in a leadership role.
• Deep knowledge of the homecare industry is required; familiarity with its regulatory and operational complexities is critical to success.
• Proven experience in building a learning and development program in a fast-paced organization.
• Understanding  of sales, customer support, and customer success team needs.
• Track record of hiring, training, coaching, mentoring, and retaining high performing teams.
• An engaging leader with an executive presence who sets and maintains high standards, leads by example, and holds themselves and their staff accountable in over-achieving KPI’s and providing an exceptional customer experience.
• Strong project management acumen with the ability to drive operational excellence through partnership with cross-functional teams.
• Excellent communication skills with ability to influence senior leadership and drive actions across multiple teams.
• Strong customer-facing presence with the ability to interact with customers, vendors, and 3rd parties.