TopDog Law
Manager of Learning and Development
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Learning & Development
🗓️ August 5th, 2025
Edtech.com's Summary
TopDog Law is hiring a Manager of Learning and Development to lead and scale training and knowledge management initiatives within their legal intake organization. The role involves designing onboarding, continuous learning, and knowledge management programs that enhance agent readiness, compliance, and client experience while managing a team and collaborating cross-functionally to drive performance improvements.
Highlights
- Lead development and execution of a scalable, data-driven learning strategy for intake teams.
- Design blended learning models including instructor-led sessions, e-learning, and peer coaching.
- Manage a centralized knowledge management system with version control and multi-channel access.
- Ensure compliance with legal regulations such as TCPA, HIPAA, and state bar rules.
- Partner with QA, Compliance, Legal, and other departments to address skill gaps and improve KPIs.
- Use LMS analytics and feedback to monitor training effectiveness and iterate programs.
- Manage and coach a team of trainers, instructional designers, and knowledge specialists.
- Experience required: 5+ years in learning and development, 2+ years managing teams, familiarity with LMS platforms and knowledge management tools.
- Preferred experience includes knowledge-centered service (KCS) certification and working with legal CRMs like Salesforce and Filevine.
- Focus on operational rollout support, new technology training, and collaboration with Marketing and Executive Leadership.
Manager of Learning and Development Full Description
Manager of Learning and Development
About TopDog Law (TDL)
TopDog Law is a fast-growing, results-driven legal firm known for breaking the mold in legal marketing. With a team of passionate professionals and a bold, innovative approach, we’ve earned our reputation as one of America’s fastest-growing firms.
About the role
We are seeking a dynamic, strategic, and execution-focused Manager of Learning and Development (L&D) to lead the design, implementation, and scaling of training and knowledge enablement initiatives across our fast-paced legal intake organization. This role is essential to accelerating agent readiness, improving quality and conversion metrics, and ensuring our intake specialists are equipped with the knowledge, communication skills, and compliance awareness to deliver an exceptional client experience.
This leader will own the entire learning lifecycle, from onboarding and upskilling to ongoing performance coaching and knowledge curation. You will oversee both our training and continuous learning programs and our knowledge management ecosystem, ensuring alignment with legal requirements, operational goals, and TopDog’s White Glove service standards.
You will manage a team of training and knowledge professionals and collaborate closely with stakeholders across Quality Assurance, Compliance, Marketing, Legal, and Technology to ensure we are continuously improving how we prepare and empower our frontline teams.
What you'll do
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.
- 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.
Qualifications
- 5+ years of experience in Learning & Development, preferably in a contact center or legal intake environment
- 2+ years of experience managing direct reports and/or cross-functional training teams
- Demonstrated expertise in instructional design methodologies (ADDIE, blended learning, etc.)
- Experience with LMS platforms (e.g., Articulate, Lessonly, Litmos, LearnUpon)
- Familiarity with knowledge management tools (e.g., Salesforce Knowledge, Guru, Confluence)
- Strong presentation, facilitation, and coaching skills
- Deep understanding of regulatory frameworks impacting legal call centers (TCPA, HIPAA, bar advertising rules)
Preferred
- Experience working with Salesforce, Filevine, or other legal CRMs
- KCS certification or hands-on experience implementing a knowledge-centered service model
- Experience integrating QA, WFM, or CX feedback into learning programs
Why Join TopDog Law?
- Be part of a fast-growing, mission-driven firm that values empathy, responsiveness, and operational excellence
- Make a measurable impact on the growth and quality of our client intake process
- Work with a passionate, diverse team in a flexible, collaborative environment
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