Director of Professional Services

Summary

Join Transfr, a company focused on creating career success pathways through immersive career exploration and training simulations, as their Director of Professional Services. Lead the team responsible for onboarding and training customers, overseeing implementation and professional learning delivery to ensure a smooth and valuable customer experience. You will lead a team of Professional Learning Facilitators and Implementation Specialists, collaborating cross-functionally to drive adoption, satisfaction, and long-term success. This pivotal role ensures successful deployment and adoption of Transfr's solutions through excellent team leadership, customer satisfaction, and collaboration. Track customer outcomes, training effectiveness, and team performance to deliver exceptional service leading to high customer success and business growth. Expect up to 75% travel.

Requirements

• 7+ years of experience in professional learning, implementation, or training roles
• 3+ years of team leadership experience, specifically in professional learning and/or implementation
• Background in education, workforce development, or organizational learning in addition to corporate (startup or larger organization) experience
• Strong understanding and experience of adult learning principles and instructional design
• Familiarity with learning technologies (e.g., LMS platforms, e-learning tools)
• Excellent communication, project management, and stakeholder collaboration skills
• A growth mindset and passion for helping others succeed
• Ability and willingness to travel up to 75% of the time

Responsibilities

• Recruit, onboard, coach, and lead a team, providing guidance, resources, and training as needed
• Ensure team members are aligned with organizational goals and work together to achieve high levels of customer success and satisfaction
• Create an onboarding path for new team members and others delivering Professional Learning
• Lead the preparation of a Train the Trainer model for partners (e.g. International expansion opportunities)
• Conduct regular performance reviews and set professional development goals for each team member
• Oversee the Implementation Specialists during the onboarding phase, ensuring that the solution is set up and configured appropriately to optimize utilization
• Monitor technical and operational support during the implementation process, addressing any issues promptly with cross functional teams
• Ensure seamless transitions from onboarding to Professional Learning and continued customer engagement
• Ensure PLFs are delivering high-quality Professional Learning (both virtual and in-person), tailored to the specific needs of each customer
• Collaborate with the Programs Team to ensure the content and structure of sessions/programs meet customer needs and align with the company’s objectives
• Maintain alignment between PLFs, Implementation Specialists and the wider CS Team to ensure any transitions for the customer are smooth
• Partner closely with regional CS teams to ensure a consistent customer experience from onboarding through to ongoing support and further Professional Learning
• Work closely with the Programs Team to iterate on training materials and improve customer learning outcomes based on feedback
• Regularly review and refine processes for solution implementation and professional learning delivery, identifying areas for improvement
• Proactively identify and resolve issues or obstacles affecting the customer experience or team performance
• Stay up to date with trends in adult learning and development, ensuring that the team uses current best practices for delivering training and onboarding
• Oversee the evaluation of the Professional Learning process, ensuring that customer feedback is gathered and analyzed with the Programs Team for continuous improvement
• Ensure high levels of customer satisfaction by monitoring both the onboarding experience and ongoing PL engagements
• Act as an escalation point for customers and work to resolve any concerns in a timely manner

Preferred Qualifications

Experience with Train-the-Trainer models or international rollouts

Benefits

• Bonus
• Stock options
• 401(k)
• Paid vacation and sick time
• Medical/dental/vision insurance