Operations Learning and Development Specialist

You will own the end-to-end learning lifecycle for global contact-center operations, including needs analysis, curriculum and content design, facilitation, and continuous improvement. You will create and maintain training across instructor-led, self-paced, job-aid, and blended formats; audit knowledge content; lead train-the-trainer sessions; and develop timely materials for process and system changes. You will work with subject-matter experts and BPO partners to keep content accurate, compliant, and operationally relevant. You will also use learner feedback, performance data, trends, and audit findings to implement targeted training interventions.

Responsibilities

• Design and develop end-to-end training programs and curricula for operational teams
• Maintain training content through regular reviews to ensure accuracy, compliance, and alignment with operational workflows
• Manage the lifecycle of knowledge articles from creation through retirement
• Audit knowledge content for outdated, duplicated, or incomplete information
• Lead train-the-trainer sessions for BPO team leads and supervisors
• Develop just-in-time training materials and facilitate refresher sessions for process and system changes
• Serve as the primary learning and development liaison with BPO training partners
• Coordinate subject-matter-expert review cycles for training content
• Gather learner and manager feedback and use operational metrics to improve training programs
• Analyze performance data, trends, and audit findings to create targeted training interventions

Requirements

• 4+ years of experience in learning and development, instructional design, or corporate training within an operational environment
• Proficiency with Articulate Storyline and Articulate Rise
• Experience with visual communication tools such as Canva or Google Slides
• Ability to build and manage internal and external stakeholder relationships
• Ability to manage competing deadlines
• Willingness and ability to travel globally as needed

Benefits

• Monthly stipend for home-office equipment and connectivity
• Annual development stipend
• Allianz pension scheme
• Luxmed health coverage with employee cover paid at 100%
• Four floating holidays in addition to annual leave
• In-office drinks and snacks
• Wellness room
• Dedicated barista
• Onsite community events
• MultiSport Plus membership