CS & Client Loyalty L&D Director

Overview

We are looking for a dedicated and experienced Learning and Development Director to ensure the smooth and effective execution of training events, initiatives, and special projects within our Client Success and Client Loyalty teams. You will manage, design, develop, coordinate, and conduct both large- and small-scale training programs—helping drive performance, operational excellence, and leadership development across the business unit.

 

Responsibilities

• Map out comprehensive training plans and design structured learning programs (in-house or outsourced).
• Deliver targeted training for both newly hired employees and current team members, including leadership development.
• Choose and implement the most appropriate instructional methods per case (e.g., simulations, mentoring, on-the-job training, professional development workshops).
• Conduct organizational and departmental needs assessments to identify knowledge or skill gaps.
• Apply accepted education principles and stay current with emerging training techniques and methodologies.
• Design and prepare educational aids, curriculum content, and training materials aligned with business needs.
• Assess instructional effectiveness; track, analyze, and report training outcomes and impacts on key performance indicators (KPIs).
• Collaborate with internal stakeholders and subject matter experts (SMEs) to enhance content through strong instructional design.
• Maintain accurate training records and manage curriculum databases.
• Manage and maintain in-house training facilities, resources, and equipment.
• Oversee and support a team of Trainers and Coaches focused on operational and negotiation skills development.
• Drive continuous development of the L&D team’s capabilities and support knowledge sharing.
• Regularly review, update, and improve training modules and learning experiences in partnership with Instructional Designers.
• Conduct regular check-ins with teams and leadership to discuss learning progress and identify additional development opportunities.

Qualifications

Education/Experience:

• Bachelor’s degree in a related field required.
• Minimum of 8 years’ experience in a training or call center learning environment, with experience leading or coaching teams preferred.
• Experience within the financial services industry or working knowledge of Salesforce is preferred.
• Demonstrated ability to manage and coordinate multiple training programs in a dynamic corporate setting.

Required Skills/Abilities:

• Strong understanding of instructional design theory and adult learning principles.
• Proficient in learning management systems (LMS), digital/web-based training tools, and virtual facilitation platforms.
• Proven experience completing the full training lifecycle: needs analysis, planning, design, delivery, and evaluation.
• Familiarity with a range of training techniques including classroom, virtual, blended, and on-the-job learning.
• Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word).
• Excellent written, verbal, and interpersonal communication skills.
• Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full-time position, overtime eligible if classified non-exempt.

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $143,000 to $180,000 annually.

About National Debt Relief

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated cons