Position Summary

The Learning & Development Consultant leads the learning, knowledge management, and role-readiness framework for Verra Mobility's Title & Registration (T&R) operations. The role owns the operational learning lifecycle - from contractor onboarding and role-based training through certification, annual recertification, knowledge governance, and continuous capability development - while ensuring training remains aligned with client requirements, state/DMV changes, quality expectations, and evolving business processes.

This role operates across all T&R processing locations - Sun City, AZ; San Antonio, TX; St. Pete, FL; and Bradenton, FL - and partners closely with Operations, Product, Technology, Government Relations, Human Resources, Quality, and subject matter experts. The manager also serves as a learning and change-enablement partner for State Expansion, T&R Modernization, and DMV/State Modernization initiatives.
Essential Responsibilities
• Lead the T&R operations learning and development framework, establishing consistent standards for role readiness, curriculum, certification, recertification, and knowledge management across all processing locations.
• Coordinate contractor onboarding and operational training; partner with Human Resources and Operations to support role-specific training for new and existing FTEs while preserving HR ownership of employee onboarding.
• Design, develop, and maintain instructor-led, virtual, and digital learning using Articulate 360 and other approved authoring tools.
• Administer and manage the Learning Management System (LMS), including course setup, assignments, learner records, completion tracking, reporting, content governance, and audit readiness.
• Build and manage role-based certification and annual recertification programs, including assessments, proficiency standards, retraining requirements, and completion governance by role.
• Facilitate formal individual and group training, train-the-trainer sessions, workshops, and targeted retraining based on quality, performance, process, regulatory, or client needs.
• Own the governance and maintenance of T&R training materials, SOPs, job aids, knowledge articles, and learning repositories to ensure content is current, controlled, and accessible.
• Partner with Operations and subject matter experts to develop, maintain, and communicate client-specific work instructions and process documentation.
• Establish learning effectiveness measures and dashboards, using completion, assessment, quality, productivity, proficiency, and operational performance data to identify capability gaps and improve training outcomes.
• Partner with site leaders and functional teams to assess learning needs, prioritize development plans, and translate operational changes into effective learning and communication solutions.
• Provide multi-site learning and operational support across Sun City, AZ; San Antonio, TX; St. Pete, FL; and Bradenton, FL, driving consistency in training, knowledge sharing, communications, and execution.
• Lead learning and change-readiness support for State Expansion initiatives, including new-state training plans, process readiness, documentation, role impacts, communications, and implementation support.
• Partner on T&R Modernization initiatives by translating new workflows, automation, AI-enabled capabilities, system changes, and operating-model changes into role-based learning and adoption plans.
• Support DMV and State Modernization efforts, including new state platforms, regulatory changes, electronic processing, licensing, renewals, quality assurance, system migrations, and other state-specific modernization projects.
• Partner with project and operational leaders to assess change impacts, define training requirements, coordinate readiness milestones, and support successful implementation of new processes and technology.
• Lead and coordinate T&D Ambassadors, site learning champions, trainers, and subject matter experts through a consistent operating cadence, standards, tools, and development expectations.
• Support T&R Town Hall strategy, content development, preparation, coordination, and delivery, helping connect business priorities, modernization progress, performance, and employee recognition.
• Participate in and support employee engagement teams, development initiatives, recognition programs, and communications that strengthen connection and knowledge sharing across T&R.
• Promote continuous improvement by incorporating voice of the employee, voice of the customer, quality findings, operational trends, and lessons learned into learning programs and process documentation.
• Manage multiple learning and operational projects simultaneously, establish work plans and priorities, track milestones and risks, and communicate progress to leadership.
• Provide additional learning, knowledge, change-management, and operational support as business needs evolve.
Qualifications
• Bachelor's degree or equivalent combination of education and relevant work experience.
• 5+ years of progressive experience in learning and development, training, operations, instructional design, knowledge management, or a related field; experience leading learning programs or cross-functional initiatives preferred.
• Proficiency with Articulate 360 authoring tools, including development of interactive digital learning, assessments, and role-based curriculum.
• Hands-on experience administering or managing a Learning Management System (LMS), including assignments, reporting, completion tracking, learner records, and content governance.
• Experience designing and managing certification or annual recertification programs, proficiency assessments, and targeted retraining.
• Experience facilitating formal individual and group training in virtual and in-person environments.
• Strong instructional design, adult learning, facilitation, presentation, and written communication skills.
• Demonstrated ability to create and govern SOPs, client work instructions, job aids, knowledge articles, communications, and other operational learning content.
• Experience using metrics and operational data to evaluate learning effectiveness and identify capability gaps.
• Strong project management, organization, prioritization, and stakeholder-management skills in a fast-paced operational environment.
• Ability to lead through influence across multiple sites and functions, including Operations, Product, Technology, HR, Quality, Government Relations, and subject matter experts.
• Proficiency with Microsoft Office, SharePoint, Teams, PowerPoint, Excel, and collaboration/knowledge-management tools.
• Title & Registration, automotive, fleet, DMV, regulated operations, or high-volume transaction-processing experience strongly preferred.
• Experience supporting technology implementations, process transformation, change management, or regulatory modernization preferred.