Senior Director, Frontline Training

Frontline Capability Development Leader

This role builds frontline capability by ensuring employees have the skills, knowledge, and confidence required to deliver consistent, high-quality member experiences across service channels. The position leads the strategy and execution of experience training, quality, knowledge, and career development programs that improve employee effectiveness, accelerate proficiency, and strengthen member trust. Working cross-functionally with Operations, Readiness, Knowledge Management, Workforce Management, and Experience leaders, the role aligns learning and performance initiatives to organizational priorities and evolving business needs.

Through leadership of training functions and capability-building programs, this role drives service excellence, workforce readiness, and long-term organizational performance.

Lead the strategy and execution of frontline capability development programs that build technical expertise, consultative service skills, emotional intelligence, and long-term career growth across service channels.

Develop and continuously evolve the enterprise experience training strategy, ensuring learning programs align with organizational priorities, member expectations, and service excellence standards.

Oversee the design, delivery, and effectiveness of sales, service, and advisory learning programs that improve employee capability, confidence, proficiency, and member outcomes.

Establish and maintain quality frameworks that reinforce service standards, regulatory compliance, empathy, accuracy, and proactive problem solving across frontline interactions.

Partner with Operations, Member Experience, Product, Compliance, Workforce Management, and other enterprise leaders to align learning and capability-building efforts with business objectives and evolving organizational needs.

Drive integration across Experience Training, Readiness, Quality, and Knowledge Management functions to create a seamless and scalable frontline enablement ecosystem.

Leverage insights from quality evaluations, member feedback, operational performance data, and workforce measures to identify capability gaps and inform learning and performance improvement strategies.

Ensure frontline employees have timely access to accurate, relevant, and actionable knowledge resources that support effective service delivery and decision-making.

Establish performance measures, reporting frameworks, and effectiveness assessments that evaluate learning outcomes, knowledge adoption, service consistency, and organizational readiness.

Lead, develop, and inspire leaders and teams responsible for training, quality, and knowledge management, fostering a culture of accountability, innovation, collaboration, and continuous improvement.

Translate strategic priorities into capability-building initiatives that strengthen workforce readiness, accelerate proficiency, and improve long-term service performance.

Embed regulatory, risk, and control requirements into frontline capability programs to support compliance, resilience, and sustainable organizational growth.

Drives execution of functional strategies and ensures alignment with broader business goals. Oversees operational performance, resource allocation, and process optimization. Supports strategic planning and contributes to the development of policies, budgets, and infrastructure that enable long-term success. Makes decisions with significant organizational impact, often involving complex, cross-functional considerations. Works closely with executive leadership and influences decisions on matters of strategic importance.

Oversees a business function at the local or regional level, with broad accountability for operational and strategic outcomes. Responsible for executing strategy and directing operations across multiple teams. Possesses deep expertise in their functional area and a strong understanding of organizational dynamics. May contribute to strategy development and long-term planning for their function.

Manages through multiple layers of leadership, typically overseeing Directors and Senior Managers. Sets direction for talent development, succession planning, and organizational culture within their function. Builds strong leadership capability across teams and fosters collaboration and accountability.

4 - 7 Directors, Senior Managers, Managers, Assistant Managers and/or Principal Professionals and below reporting to them.

Bachelor’s degree in Business, Organizational Development, Learning & Development, Education, Human Resources, or a related field required;
Master’s degree preferred.

10+ years of progressively responsible experience in learning and development, training, organizational effectiveness, customer experience, or related disciplines, including significant leadership experience managing leaders and multi-functional teams.

Deep expertise in adult learning principles, instructional design, onboarding programs, capability frameworks, and multi-modal learning delivery…