Operations Training Director

Summary

Join Crisis Text Line as the Director of Education and lead the development and implementation of innovative learning programs for our 15,000 annual volunteer members. You will oversee a team of learning design, teaching, and coaching experts, developing a comprehensive learning and development strategy aligned with organizational goals. This role requires strategic leadership, team management, program design and implementation, performance metric evaluation, and extensive collaboration across departments. The ideal candidate possesses 8+ years of relevant experience, including at least 3 years leading learning programs, and a deep understanding of various learning modalities and human capital strategies. Crisis Text Line offers a competitive salary, robust benefits package, and a commitment to employee well-being.

Requirements

• 8+ years of relevant experience, including at least 3 years leading learning programs
• Proven experience developing and leading strategic programs to meet business goals
• Experience with and passion for team leadership, including building a strong culture of excellence, and creating role clarity and alignment
• Deep knowledge of different learning modalities, evaluation methods, and human capital strategies for learning teams. Experience seeking to understand and create best practices of instructional design, adult learning theory and design thinking methodologies to build learning programs and content
• Experience partnering with Technological teams, including Product, Data and Engineering and external resources to identify and implement innovative and empowering learning technology solutions
• Excels at building strong relationships, credibility and trust with team members, peers, and external partners
• Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc

Responsibilities

• Develop and communicate a comprehensive learning and development strategy aligned with the organization's overall goals and objectives
• Collaborate with senior leadership to understand business needs and translate them into learning initiatives that drive organizational success
• Develop and contribute a strong perspective on education strategy, informed by both external market analysis, and internal quantitative and qualitative analysis
• Regularly test ideas to improve and expand our educational programs to expand Crisis Text Line’s impact
• Lead a team of learning design, teaching, and coaching experts
• Build a high-functioning team structure that creates role clarity and alignment towards goals
• Set clear, impact focused individual goals and provide consistent and actionable performance feedback for your direct reports
• Intentionally support professional development and a culture of growth
• Effectively manage change within your team, including merging together two existing teams into a new combined Education team
• Lead with a just, equitable, diverse, and inclusive mindset, ensuring an inclusive culture and removing structural inequities
• Design, implement, and manage innovative learning programs that address the organization's current and future skill requirements
• Continuously improve our learning delivery and coaching programs to deliver excellent education, feedback, and support to volunteers throughout their lifecycle
• Reach volunteers with diverse learning styles by leveraging a variety of learning modalities, including e-learning, instructor-led training,  community discussions, and workshops
• Improve the quality and efficiency of our teaching and coaching work by partnering with the Volunteer Operations and Product colleagues to improve workflows for Learning Specialists and Coaches who work directly with volunteers
• Create a strategy to make training content modular and easily adaptable as our conversation platform and clinical approaches evolve
• Partner with the Community team to create community-driven learning initiatives that encourage volunteers to actively contribute insights, best practices, and feedback to strengthen our education offerings
• Establish key performance indicators (KPIs) to measure the success and impact of learning programs
• Analyze data and feedback to continuously refine and improve the quality of learning initiatives
• Partner with the Clinical Team to ensure education content and programs reflect our best clinical expertise and remain in compliance with accreditation standards
• Build relationships with colleagues in Clinical Supervision, Research & Impact, Product, Marketing, Business Development and other cross-functional areas to build training products that meet a broad range of organizational goals

Preferred Qualifications

Experience bringing an educational program or product to market

Benefits

• 20 paid holidays including: Federal  holidays like Juneteenth and Labor Day, Election day, Holiday break from Dec 24  through January 1, 2 renewal days, 2 floating holidays
• Flexible  paid time off, including: 15 vacation days, 3 personal days, 7 sick days
• Medical, dental, and vision benefits for the staff member and family at no cost to the employee
• 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness,  regardless of personal contribution
• 12 weeks paid parental leave (after 6 months of employment)
• Student loan repayment (after 2 years of continuous full time service)
• Family support through a virtual childcare platform
• Stipends/Allowances: Mental health  (Monthly), Internet Service (Monthly), Professional Development (Annual), Wellness (Annual), Home office setup (One time/First year)