7) Manager of Learning and Development
Company name- TopDog Law LLC
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Key Responsibilities-
Learning & Development Strategy
Architect and lead a scalable, data-driven L&D strategy to support intake team growth, specialization, and performance improvement.
Build and maintain structured onboarding programs tailored to different roles and tiers (e.g., Intake Specialist, Senior Intake, White Glove teams). Develop and execute ongoing learning plans focused on core competencies, compliance knowledge, product updates, and case-type handling.
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- Deploy blended learning models, including live instructor-led sessions, self-paced e-learning, microlearning, peer-to-peer coaching, and scenario-based assessments.
- Integrate training programs into employee lifecycle milestones, from new hire ramp-up to career development pathways
Knowledge Management Leadership
Lead the development and governance of a centralized knowledge management system in partnership with the KM Specialist.
Ensure intake scripts, qualifying questions, escalation paths, and workflows are documented, version-controlled, and easily searchable across channels (Voice, SMS, Chat, Email). Build mechanisms to collect and act on feedback from frontline users to improve the accuracy, usability, and relevance of knowledge content. Maintain compliance with applicable regulations (TCPA, HIPAA, state bar rules) through proactive content reviews and legal alignment.
- Champion Knowledge-Centered Service (KCS) principles and drive adoption of content reuse and collaborative content authoring.
Performance-Driven Enablement
Partner with QA, WFM, Compliance, and Legal teams to identify skill gaps and build targeted interventions that improve KPIs like speed-to-lead, conversion, QA scores, and CSAT.
Monitor training impact through LMS analytics, QA audits, productivity data, and agent feedback; iterate programs based on results. Create a culture of coaching, self-guided learning, and continuous improvement within the intake function. Provide enablement support for operational rollouts, new technology launches, and campaign-specific initiatives.
Team Leadership & Cross-Functional Collaboration
Lead, develop, and coach a high-performing team of L&D professionals, including trainers, instructional designers, and knowledge management specialists.
- Collaborate with Marketing and Campaign Strategy to ensure new practice areas and case types are supported with timely training and documentation.
- Serve as a thought partner to Operations and Executive Leadership in planning for team growth, specialization, and quality improvement.
Contribute to strategic planning for expansion into new channels, service hours, or technology platforms by assessing and planning enablement needs.