CS & Client Loyalty L&D Director

National Debt Relief; United States; Remote; USD 143,000 - 180,000; Full time

Job summary

A leading consumer debt relief organization seeks a dedicated Learning and Development Director to enhance training programs and support employee growth. This role involves executing training initiatives, managing a team, and ensuring alignment with organizational goals. The ideal candidate will possess extensive experience in training, a strong background in instructional design, and excellent communication skills.

Benefits

Generous Medical, Dental, and Vision Benefits

401(k) with Company Match

Paid Holidays, Volunteer Time Off, Sick Days, and Vacation

12 weeks Paid Parental Leave

No-Cost Life Insurance Benefits

Access to your earned wages at any time before payday

Qualifications

• Minimum of 8 years’ experience in training or call center learning.
• Experience leading or coaching teams preferred.
• Familiar with Salesforce and financial services industry.

Responsibilities

• Manage design and execution of training programs.
• Conduct needs assessments to identify skills gaps.
• Deliver training for new and current employees.

Skills

Instructional design theory

Adult learning principles

Organizational skills

Communication

Education

Bachelor’s degree in a related field

Tools

Learning Management Systems (LMS)

Microsoft Office Suite

Job description

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 consumer debt relief providers in the United States.As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life.At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Benefits

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to your earned wages at any time before payday

National Debt Relief is a certified Great Place to Work!

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

For information about our Employee Privacy Policy, please see hereFor information about our Applicant Terms, please see here

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