Director, Training & Development

We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 5,000 dealer partners.

We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

The Director, Training & Development is responsible for employee knowledge and skills development for Dealer On employees. The Director is responsible for partnering with the company leaders to develop and execute strategies that improve the organization’s knowledge, product skills, customer effectiveness, employee growth, and retention. The primary focus for this position is to drive the business forward by developing employee knowledge and skill proficiencies, improving operational efficiency, and a learning environment that attracts and retains top talent.

This role leads the training team, manages, and mentors the team’s staff, including establishing, collaborating on, and measuring individual and team goals. The position reports to and collaborates with the Senior VP of Customer Success to define and formalize and implement department standards and SOP; and works closely with cross functional leaders to ensure a clear and shared understanding of processes.

• Establish and maintain relationships and effectively communicate with peers, business unit leaders and senior management to ensure a collaborative corporate environment.
• Work with Dealer On leaders to develop long-term knowledge and skills growth plans and to determine how we prioritize and invest training resources.
• Ensure that effective onboarding training programs are identified, designed, and implemented that deliver effective new hire and ongoing technical and training curriculum.
• Ensure that an effective ongoing refresher and coaching program is identified, designed, and implemented that produces high quality customer-facing soft skills and communication proficiencies.
• Own the strategy, standards and governance for the Salesforce Knowledge base, including content ownership, review cadence and retirement of outdated articles, so employees and AI tools can rely on it as the trusted source of truth.
• Train Success Managers (CSMs) to serve as consultants to Dealers, guiding them on Dealer On's value proposition and providing consultative support to ensure training initiatives contribute significantly to the company's investment.
• Define and report on measures that tie training to business results, such as time for new hires to get up to speed, quality and error rates, and customer retention. Set team OKRs and individual KPIs against those measures and adjust programs based on the results.
• Collaborate with team leadership and HR to develop certification paths that support skill development and career growth.
• Ensure certification programs align with team goals and create clear advancement opportunities.
• Manage overall team staffing, including recruitment, performance management, development, evaluation, and disciplinary actions.
• Collaborate with the Support, Inventory, Product, Sales and Operations teams to ensure that all new training materials, tools, and processes are effectively delivered to their team.
• Provide employees with coaching, feedback, and developmental opportunities to enhance their skills, motivation, and performance.
• Develop, document, implement and enforce operational policies and procedures via…