Director of Training - SaaS, Healthcare - Greater Vancouver
About Sycle
Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of better hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market share. The Sycle practice management solution frees up valuable time so our customers can grow their businesses through delivering high quality patient care and exceptional services that delight their customers. Small hearing care practices and some of the largest retailers utilize our software in 13 countries worldwide. The Sycle team is 120 strong. We are headquartered in Lone Tree, Colorado with with a large remote workforce across the US and Canada. We are always on the lookout for exceptional talent to help us build and deliver market-leading tools that make a difference for our customers. Check out our job listings and apply! The successful candidate for this role must be based in the greater Vancouver, Canada area.
The Role
Sycle is seeking a Director of Training to build, modernize, and lead a scalable training program for customers, partners, and internal teams. The primary focus is transforming Sycle’s training into an automated, proactive, and measurable learning ecosystem—shifting from 1:1 live sessions toward self-service, on-demand, and in-product education tailored to clinical workflows.
This leader will position training as a key strategic differentiator that accelerates product adoption, shortens time-to-value, reduces support demand, and reinforces Sycle’s standing as an industry-leading technology partner.
Primary Responsibilities
Training Strategy & Transformation
Vision & Roadmap: Define and execute a multiyear training strategy and governance model aligned with business goals, implementing recommendations from Sycle’s external training assessment.
Modern Learning Ecosystem: Shift the training model toward automated, self-service, recorded, and in-product learning (leveraging responsible AI/automation where applicable) tailored to customer types, roles, and real-world clinical workflows.
Content & Governance: Establish clear standards, structured intake processes, and sustainable content maintenance systems to keep materials aligned with evolving products.
Training Delivery & Customer Outcomes
Comprehensive Learning Paths: Oversee onboarding, release education, and role-based skill development for enterprise and small-practice customers.
Adoption & Performance Tracking: Partner with Customer Experience and Product Marketing to target competency gaps, establish certification/accreditation programs, and drive key performance metrics (e.g., speed to competency, customer satisfaction).
Internal Alignment: Strengthen internal product training so customer-facing teams share the same high level of expertise and messaging as external learners.
Leadership & Team Operations
Team Development & Capacity: Lead, coach, and structure the Training team (and vendor partners), establishing clear KPIs, career growth opportunities, and optimized workload planning.
SME & Vendor Management: Build internal subject-matter expertise to reduce reliance on single individuals while effectively directing external consultants and partners.
Product & Release Readiness
Lifecycle Partnership: Engage early with Product leaders during discovery and design to translate upcoming product changes into launch-readiness plans and enablement materials.
Feedback Loop: Channel training insights, customer workflow challenges, and adoption barriers back to Product teams to inform future development.
Customer & Industry Engagement
Field & Industry Presence: Participate in strategic customer conversations, conduct monthly clinic on-sites, and represent Sycle through webinars, thought leadership, and industry events.
Advisory & Collaboration: Establish a Training Customer Advisory Council and partner with Account Management to address recurring client education needs.
Initial 12-Month Priorities
Vision & Transformation: Establish Sycle’s future-state training vision and execute a roadmap based on the external consultant’s findings.
Curriculum & Self-Service Redesign: Realign curriculum around role-based clinical workflows and launch a scalable on-demand strategy.
Project Unified Readiness: Prepare and enable self-service training readiness specifically for Project Unified.
Metrics & Governance: Build baseline metrics for effectiveness, adoption, and satisfaction while establishing formal content maintenance and product-intake workflows.
Team & Enablement: Optimize team structure and capacity, improve internal product enablement, and layout long-term industry/advisory initiatives.
Measures of Success
Strategic Execution: Successful execution of the training roadmap and delivery of Project Unified training readiness.
Customer Impact: Faster time-to-competency, higher post-training satisfaction, increased product adoption, and greater self-service utilization.
Operational Efficiency: Reduced reliance on live 1:1 training for routine needs, consistent content quality, and reliable advance lead times for product releases.
Team & Industry Leadership: A capable, proactive Training team, improved internal product knowledge, and consistent execution of monthly clinic visits (independent and enterprise).
Benefits
- Comprehensive personal health plan (Medical, Dental, Vision).
- RRSP matching and Internet subsidy.
- 3+ weeks of paid time off plus paid statutory holidays.
How To Apply
To apply, please submit your resume. If you’re going to submit a cover letter please focus on how your previous experience relates to this role and why you would be a good fit.
Submission Requirement: You must include a link to your LinkedIn profile both directly within your resume document and in the designated field during the application submission process.