Director of Learning & Development
Location: Austin, TX preferred
About Furnished Finder:
Furnished Finder is the leading platform for monthly housing rentals, trusted by over 240,000 landlords to list their furnished properties and connect with more than 15 million travelers each year. Our diverse tenant base includes corporate contractors, digital nomads, traveling medical professionals, relocating families, academics, and more. With our subscription-based model, landlords enjoy complete control—no commissions or booking fees. They set their rates, choose their availability, and decide who stays in their property every time.
We got our start in 2014 with a focus on traveling nurses and medical professionals. The site grew exponentially during Covid, going from <50,000 homes in 2020 to over 300,000 today, making it one of the fastest growing consumer peer-to-peer marketplaces.
When you join Furnished Finder, you are joining a leadership team with a combined 70+ years of real estate and travel industry experience. As we look ahead to Furnished Finder’s next chapter of growth, we are seeking talented self-starters who are hungry to grow and learn with this industry-leading team. With roles open in Austin, TX (HQ) and remote, we are growing fast and would love to consider you for our team!
Job Overview:
The Director of Learning & Development will oversee and implement a program of continuous learning and quality feedback for Customer Experience and Sales employees at Furnished Finder. The Director will oversee new hire and ongoing training, quality assurance monitoring and feedback, and the creation and maintenance of an internal knowledge base.
The Director will partner closely with Operations Department Leaders to maintain and develop a curriculum that improves time to productivity for new hires and ongoing effectiveness of the existing team. This leader will focus on delivering the right knowledge at the right time via the most effective learning design to see results.
Responsibilities:
- Strategic Planning: Develop and execute a comprehensive quality and learning strategy. Drive innovation in QA, learning, and access to knowledge to improve the customer and employee experience.
- Needs Analysis: Identify and analyze learning and knowledge needs across the organization through quality analysis, employee feedback, and consultations with department leaders.
- Curriculum Development: Design and create comprehensive training programs, including course materials, learning modules, and delivery methods to address identified training needs.
- Training Delivery: Implement learning programs through various modalities such as classroom instruction, online learning platforms, mentoring, and coaching.
- Continuous Improvement: Evaluate the effectiveness of training programs through post-training assessments, tracking performance metrics, and adjust as needed.
- Knowledge Management: Establish and maintain a knowledge base as the foundation and yardstick to enable high quality, efficient customer interactions. Lean into technology to make knowledge fast and contextual for agents.
- Quality Assurance: Oversee and optimize a QA program that provides timely, actionable, and objective feedback to enhance our agents' service quality, build confidence, and offer a more consistent experience.
- Stakeholder Collaboration: Partner with leaders to align learning initiatives with operational goals and business priorities.
- Messaging Alignment: Work closely with Marketing leaders to ensure consistency and accuracy in how and where we talk about our products and value proposition internally and with customers.
Qualifications:
- Bachelor's degree in business, human resources, communications, education, or related field.
- 7+ years leading learning, development, and quality programs for support and/or sales teams with measurable results for the organization and business.
- Proven experience with digital learning and learning technology
- Excellent verbal and written communication skills
- Solid organizational capabilities to manage clarity of team and roadmap.
- Highly motivated to inspire learning and see results.
- A record of accomplishment coordinating with customer operations leaders as stakeholders to manage requirements, align on goals and deliver results.
- Strong people management skills with a proven approach for coaching and guiding a tight-knit team.
- Excellent skills to analyze data, identify trends, and measure the impact of training programs
- Knowledge of relevant industry practices, compliance requirements, and best practices in training and development
- Ability to navigate and thrive in a fast-moving, changing environment.
Furnished Finder is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
