Job Description:

　　The Director of Training and Development is responsible for the overall operational excellence and employee development of the customer support team, comprised of both technical and customer success roles. The Director is responsible for partnering with the company leaders to develop and execute strategies that improve the organization’s effectiveness, employee growth and retention. The primary focus for this position is to drive the business forward by developing employee proficiencies, improving operational efficiency, and creating an employee centric environment that attracts and retains top talent. This role leads, 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 VP of Operations to define, formalize, and implement department standards and SOP; and works closely with cross functional leaders to ensure a clear and shared understanding of processes.

　　Essential Functions:

　　Establish and maintain relationships and effectively communicate with peers, business unit leaders, and senior management to ensure a collaborative corporate environment.

　　Work with DealerOn leaders to develop long-term organizational plans and to determine how we prioritize and invest 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.

　　Develop and implement a strategy that establishes standards and processes that result in a robust, comprehensive, and evolving technical knowledgebase.

　　Ensure that an effective Consultative Training plan for the Customer Success Manager (CSM) is established to aid in the success of the CSMs to achieve exceptional results and growth of accounts

　　Establish and communicate team’s OKRs and individual KPIs that align with the company’s vision; monitor and analyze results and implement needed changes to succeed

　　Build a strong, sustainable organization with high levels of employee engagement by attracting and developing exceptional talent.

　　Manage overall team staffing, including recruitment, performance management, development, evaluation, and disciplinary actions.

　　Collaborate with the Support, Product, Sale,s 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 including leadership development to enhance their skills, motivation, and performance.

　　Develop, document, implement, and enforce operational policies and procedures via our internal knowledge base and LMS.

　　Stay current on all products and processes by working with department management.  Ensure that all employees are trained on the most current information.

　　Work closely with Marketing to develop Go-To-Market Trainings for our products.

　　Create, promote, and disseminate Product trainings for current and future roll outs by the Product Development team.

　　Train Success Managers (CSMs) to serve as consultants to dealers, guiding them on DealerOn's value proposition and providing consultative support to ensure training initiatives contribute significantly to the company's investment.

　　Utilize a value-driven approach to design training programs that maximize the impact and effectiveness of DealerOn's investment.

　　Demonstrate expertise in instructional design by incorporating a variety of learning styles and preferences into engaging training materials.

　　Combine industry knowledge with hands-on experience to deliver training initiatives that drive results and contribute to the overall success of DealerOn.

　　Qualifications:

　　Bachelor’s Degree in education , computer science, marketing, project management, business administration,  or equivalent program.

　　Demonstrated success and 7+ years of experience in leadership ideally specific to technical training and / or technical support in the automotive industry.

　　Excellent communication skills and the ability to present complex technical issues clearly and concisely to a general audience.

　　Act as a change leader with demonstrated passion about customer support and employee development.

　　Excellent problem-solving skills with a service mindset that balances the needs of the company and employees.

　　Able to multi-task and work in a fast-paced, energetic, and continuously evolving environment.

　　Proactive approach to accomplishing work, high attention to detail and accuracy, has consistent follow up, and strong organizational skills.

　　Strong written and verbal communication skills that motivate the department and safeguards OEM/customer relationships.

　　Previous experience with Learning Management Systems(LMS) such Lessonly and Salesforce Knowledge

　　Extensive experience from the automotive/IT background, having managed a large-scale company

　　Proven track record of running successful training programs with a deep understanding of strategic consulting within the Account Management Process.

　　Preferred Skills/Experience:

　　Previous experience working in the automotive industry.

　　Previous management experience in a technical support environment.

　　Previous experience developing and delivering technical and soft skill training.

　　Experience working in a high-tech, software, or SaaS company.

　　Strong management skills with attention to detail.

　　Knowledge of the auto industry

　　#LI-Remote

　　The salary range for this position is $69,800 - $135,400.

　　The maximum range shown represents your earning potential with DealerOn for the life time of the role.

　　The posted salary range for this position may be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions.

　　This is a remote position and is available in various US locations; however, it is not open to residents of…

　　Alabama (AL), Alaska (AK), Arkansas (AR), California (CA), Colorado (CO), Connecticut (CT), Delaware (DE), Hawaii (HI), Idaho (ID), Indiana (IN), Iowa (IA), Kansas (KS), Kentucky (KY), Louisiana (LA), Maine (ME), Massachusetts (MA), Mississippi (MS), Missouri (MO), Montana (MT), Nebraska (NE), New Hampshire (NH), New Jersey (NJ), New Mexico (NM), New York (NY), North Dakota (ND), Oklahoma (OK), Roade Island (RI), South Dakota (SD), Vermont (VT), Washington (WA), Wisconsin (WI), and Wyoming (WY).

　　About Us:

　　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.

　　Perks and Benefits:

　　Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

　　Medical, dental and vision insurance

　　Company matched 401K plan

　　Flexible PTO + Sick Leave

　　4 weeks paid Parental Leave

　　8 Paid National Holidays

　　State of the art technology

　　Company-paid basic Life Insurance

　　Voluntary supplemental Life Insurance

　　Voluntary long-term/short-term disability insurance

　　Voluntary Pet Insurance

　　Optional Healthcare/Dependent Care FSA Account

　　DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-verify Participation and Right to Work).

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