Overview
The Training and Development Manager leads and manages a scalable training and development function for the Enrollment Services organization. This role develops, facilitates, and improves programs for new hire onboarding, continuous learning, and role-based training, that support enrollment advisors and operational staff.
Drawing on adult learning principles and instructional design best practices, the Training and Development Manager defines workflows, prioritizes training needs, and manages learning initiatives that improve employee performance, operational consistency, student experience, and enrollment outcomes. This individual collaborates cross-functionally with Enrollment Leadership, Quality Assurance, and Operations to evaluate training needs, develop learning strategies, and drive continuous improvement initiatives.
Responsibilities
Training Strategy & Program Development
- Lead and manage a comprehensive training and development strategy for Enrollment Services teams, aligning programs with organizational priorities and enrollment outcomes.
- Develop and implement onboarding programs for new hires, including role-specific curricula, learning plans, and performance readiness assessments.
- Prioritize and lead training that supports student experience, change management, systems adoption, compliance, and partner needs.
- Establish standardized training documentation, facilitator guides, job aids, knowledge base materials, and learning content.
- Create training frameworks that support scalability across multiple university partners and programs.
Instructional Design & Facilitation
- Apply adult learning theory and instructional design methodologies to create engaging, learner-centered training experiences.
- Deliver engaging instructor-led learning experiences and facilitate discussions, workshops, simulations, and practice sessions that drive knowledge retention, skill development, and learner engagement.
- Evaluate training effectiveness using data and feedback to improve learning content, delivery and outcomes.
Collaboration & Stakeholder Partnership
- Collaborate with cross-functional leaders to assess training needs, establish prioritizes and ensure training aligns with organizational goals.
- Maintain current knowledge of enrollment best practices, higher education trends, compliance regulations, and student engagement strategies.
- Support the creation of a culture of continuous learning, accountability, and operational excellence by promoting participation, reinforcing learning expectations and partnering with leaders to support application on the job.
- Other duties, as assigned.
Qualifications
Required Qualifications
- Bachelor's degree in Education, Organizational Development, Communications, Human Resources, Business, Higher Education Administration, or related field.
- Three or more years of experience leading training programs, learning & development, onboarding, or instructional design.
- Three or more years of experience leading people, programs, or cross-functional initiatives.
- Demonstrated experience creating scalable training documentation and learning programs.
- Demonstrated experience applying adult learning theory, and instructional design principles to develop and facilitate training programs for adult learners.
- Experience within higher education, enrollment management, student services, call center operations, or OPM environments.
- Excellent presentation, facilitation, written communication, and interpersonal skills, with the ability to communicate effectively with learners, leaders, and cross-functional stakeholders.
- Strong project and program management skills, including the ability to prioritize competing needs, coordinate stakeholders, manage timelines, and deliver multiple learning initiatives concurrently.
- Flexibility to work evenings and weekends, as needed.
- Ability to travel, on average 1-2 times per year.
Preferred Qualifications
- Experience using learning management, CRM, and virtual training platforms, such as Canvas or comparable systems, to create and manage learning content.