Director, Global Training & SME Support

Join the force behind law enforcement success at LeadsOnline, where we bridge the gap between technology and justice, empowering law enforcement agencies with cutting-edge solutions to close cases and serve their communities. Our employees play a critical role in our mission, connecting law enforcement agencies with our powerful tools to help them work smarter and faster. Everything we do is grounded in our core values of Service, Energy, Ownership, and People—and we’re building the definitive platform for investigative and forensic intelligence, serving roughly 5,500 law enforcement agencies across the U.S. and 80+ countries.

About the Role

The Director, Global Training & SME Support leads the training and subject-matter expert (SME) function worldwide—spanning our U.S. digital-data and investigative tools and our global forensic ballistics (IBIS) programs. We are looking for a commercially minded architect who can design how the team, its roles, its programs, and its partner network are structured so that training and SME support scale with the company—and who holds the bar high on what we deliver, so that training and SME support are a durable source of customer value and competitive advantage.

This role builds repeatable programs, a modern learning platform, and a certified partner network that grow capacity as the company grows while driving excellence in delivery. We want training to be a genuine differentiator for LeadsOnline: novel, creative, and engaging programs that build expertise among our users and deliver an experience worth raving about. Every training and SME interaction is an opportunity to deepen adoption, strengthen relationships, and reinforce the credibility of LeadsOnline in the professional communities we serve.

Responsibilities

• Architect and builder. Own both the design of the function (how the team, roles, programs, and partner network are built to scale) and accountability for delivery excellence. The two carry equal weight.
• Delivery that stands out. Ensure training is a differentiator for LeadsOnline—novel, creative, and engaging—building true experts of our users and delivering an experience worth raving about.
• Commercial mindset. Own the strategy for how training and SME support drive activation, adoption, retention, and expansion, capturing value over the full customer lifecycle.
• Global and multi-domain. Serve two distinct worlds: U.S. investigative/digital-data tools and global forensic ballistics, systematizing across time zones, partner models, and credentialing norms.
• Cross-functional by design. Partner deeply with Sales, Product, Customer Success, Marketing, and external training partners to align and execute.

Architect the Team & Function for Growth

• Design the structure, roles, and operating model of the global training and SME organization to align with the company’s growth and strategic goals.
• Build repeatable systems, playbooks, and governance to replace individual dependency with scalable processes across digital-data and ballistics domains.
• Define the mix of full-time staff, SMEs, and certified training partners, accounting for influence, CJIS/security requirements, and international considerations.
• Develop and govern a certified partner-trainer network as the primary lever to scale capacity globally without linear headcount growth.

Position Training & SME Support as a Value-Add

• Own the strategy for how training and SME support create and communicate value to customers across the lifecycle—from onboarding through advanced use, re-activation, and expansion.
• Design the model for delivering and capturing value, whether packaged, tiered, credentialed, or offered as a relationship and adoption driver in partnership with Sales, CS, and leadership.
• Build a credentialing/certification approach that provides practitioners with recognized, portable proof of proficiency—a strong driver of adoption, retention, and advocacy.
• Connect the function’s work to company outcomes (activation, adoption, gross and net retention) and report on training’s contribution to these goals rather than activity volume alone.

Design the Program & Learning Platform

• Lead the design, build, and operation of the training site, program, and LMS, including onboarding and advanced content across the platform.
• Deploy a range of delivery modalities (in-person, live virtual, self-paced) to match customer needs, segment, and geography.
• Use technology and data to measure content effectiveness, learner progression, and downstream product usage to continuously improve the program.
• Architect training for a unified platform, not tool-by-tool tradecraft, aligned with the company’s platform strategy and compressed rollout.
• Own the mix of high-touch and scaled delivery, determining when to invest in white-glove pilot programs (e.g., in-person SME engagement) versus scaled regional events, with clear criteria for each.
• Design re-activation motions to re-engage dormant users and agencies—an underused and high-impact lever for protecting gross retention.

Partner Across the Organization

• Sales: Serve as a strategic partner, aligning onboarding, pilots, demos, and enablement to the revenue motion and codifying criteria for training and SME resource investment.
• Product: Feed field insight and support-trend data into the roadmap; represent the customer’s voice in prioritization.
• Customer Success: Align training and SME motions to onboarding, activation, re-activation, and retention plays that protect and grow the book.
• Marketing: Translate training programs and credentials into positioning, thought leadership, and demand.
• Training Partners: Recruit, certify, and govern the external trainer/SME network that extends our reach.

Lead the SME & Support Function

• Oversee SME-level support as an extension of training, maintaining continuity from routine support into deep subject-matter expertise.
• Use support-request trends to drive training-content updates, reducing recurring issues while improving the user experience.
• Implement qualification gates around high-cost SME activities (e.g., records reviews) to protect the team’s time and focus on the highest-value work.
• Maintain and elevate quality standards across training and SME interactions, measuring external satisfaction against internal standards and closing gaps.

Lead & Develop the Team

• Recruit, develop, and retain excellent trainers and SMEs, many of whom bring deep law enforcement and forensic backgrounds.
• Mentor and grow the team, promote an ownership culture, and build sustainable, scalable ways of working.
• Serve as a credible resource to the Senior Leadership Team on best practices, standards, and emerging trends across the domains we serve.

Requirements

• Proven experience building or substantially scaling a training, enablement, or customer-education function, ideally in a SaaS, gov-tech, or vertical-software environment.
• Commercial fluency: comfortable thinking about how a function creates, communicates, and captures value, and partnering with Sales and CS to do it.
• Strong cross-functional leadership: demonstrated ability to influence and align across Sales, Product, CS, and Marketing without direct authority.
• Tech-savvy and hands-on with learning technology, able to lead the build and operation of a training site/program/LMS and use data to prove impact.
• A systems-and-process orientation: someone who builds repeatable programs rather than relying on individual effort.

Qualifications

• Strongly Preferred: Law enforcement, forensic, or investigative experience or demonstrated deep credibility within those professional communities. This lends legitimacy to our customers and strengthens the candidacy.
• Experience operating globally and/or across multiple product or subject-matter domains.
• Experience designing certification or credentialing programs.

Benefits

• Employee-paid Medical, Dental, and Vision coverage.
• Generous paid vacation.
• 401k with company matching.
• HSA with employer contributions.
• FSA (Flexible Spending Account).
• Supplemental coverage: accident, critical illness, hospitalization, life, short-term and long-term disability.
• Parental Leave.

Why Join LeadsOnline?

Be part of a team where your work truly matters. Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that values Service, Energy, Ownership, and People. At LeadsOnline, we take our work seriously but not ourselves—you’ll find joy, camaraderie, and fun in everything we do.