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Director of Learning & Operations Enablement

About Skiptown:

Skiptown is the spot for dogs and their people. With daycare, boarding, grooming, training, and a social club, we deliver unforgettable experiences—on and off the leash. As we gear up for major growth, including franchising, we're building smart, scalable systems to power our next chapter.

Role Overview:

We're seeking a strategic, execution-minded Director of Learning & Operations Enablement to own our Learning Management System (LMS), build scalable training programs, and lead the development of a comprehensive operations manual that supports internal teams and future franchisees. You'll report into the CEO and work cross-functionally with leadership, product, and frontline roles to ensure our training and operations materials are impactful, scalable, and aligned with our mission.

Key Responsibilities

Learning & Development (L&D) Strategy

+ Own the company-wide learning strategy across all departments and service lines

+ Manage the end-to-end administration and optimization of our LMS (e.g., TalentLMS)

+ Design and launch engaging training experiences (e-learning, video, SOP guides, instructor-led)

+ Partner with department leads to ensure training aligns with operational goals and service excellence

Operations Enablement

+ Develop and maintain a scalable, easy-to-use Operations Manual and SOP library

+ Translate existing workflows and tribal knowledge into documented processes and visual resources

+ Ensure consistency and clarity across all facility-level operations materials

+ Identify opportunities to streamline onboarding and role readiness across the company

Franchise Readiness

+ Collaborate with leadership to adapt training and operations content for franchise use

+ Ensure documentation meets franchise compliance and brand standards

+ Support the creation of toolkits, field support guides, and onboarding for franchise partners

Measurement & Iteration

+ Establish KPIs for training effectiveness, completion rates, and operational consistency

+ Analyze feedback and performance metrics to improve materials and delivery methods

+ Lead initiatives to improve content accessibility, engagement, and knowledge retention

Qualifications

+ 5+ years of experience in L&D, enablement, or operations roles

+ Proven success managing and scaling an LMS

+ Experience building training content and operational documentation from scratch

+ Strong instructional design and content development skills (visual, written, and video)

+ Ability to create scalable systems for a multi-site or franchise environment

+ Deep understanding of frontline operations in hospitality, pet care, or service-based industries

+ Exceptional collaboration, communication, and project management skills

You'll Thrive in This Role If You Are...

+ A systems thinker who loves turning chaos into clarity

+ Obsessed with building tools that help people learn and do their jobs better

+ Equally comfortable writing SOPs, storyboarding e-learning modules, and advising leadership

+ Passionate about scaling a brand that prioritizes both quality and fun

+ A proactive communicator who balances strategy with execution

Perks & Benefits

+ Competitive salary + performance bonus

+ Health, dental, and vision insurance

+ 401(k)

+ Free or discounted services at Skiptown for your pup

+ DoorDash DashPass Account

+ Unlimited PTO and flexible work environment

+ 50% off a Farmers Dog Subscription