Description
We are looking for an L&D Project Manager for our Training Team — a role focused on improving operational performance rather than simply delivering learning initiatives.
You will work at the intersection of Learning & Development, Operations, Product, and Analytics to identify performance gaps, uncover root causes, and implement the most effective solutions. Training is only one of many possible levers — your goal is to improve business outcomes through learning, operational improvements, process optimization, CRM enhancements, knowledge base updates, or other targeted interventions.
Challenges that await you:
- Monitor key operational KPIs (QA, CSAT, AHT, Conversion Rate, Time-to-Productivity, Attrition) and proactively identify performance gaps across teams, supervisors, and hiring cohorts
- Analyze operational trends, identify root causes of performance issues, and translate business challenges into measurable hypotheses
- Investigate the impact of product releases and operational changes on team performance and customer experience
- Partner with Product, Operations, Analytics, QA, and other stakeholders to gather context before defining the right solution
- Assess the operational impact of upcoming product releases, identify potential learning and performance risks, and proactively escalate them
- Determine the most effective intervention for each business challenge, whether through learning initiatives, process improvements, CRM guidance, manager enablement, knowledge base optimization, communication changes, or other operational solutions
- Design measurable experiments, validate hypotheses through pre- and post-analysis, and evaluate the impact of implemented initiatives
- Measure learning effectiveness through operational performance improvements rather than training completion metrics
- Own and prioritize the L&D backlog and quarterly roadmap in partnership with Product and Operations team
What makes you a great fit:
- Proven experience in Learning & Development, Product Training, or a similar role
- Strong analytical mindset with experience working with operational data, dashboards, and performance metrics
- Ability to identify root causes, formulate hypotheses, and make data-informed decisions in situations with incomplete or ambiguous information
- Hands-on experience working with Sales or Customer Support teams and a solid understanding of operational KPIs such as QA, CSAT, AHT, Conversion Rate, Time-to-Productivity, and Attrition
- Experience leading cross-functional initiatives and collaborating with Product, Operations, Analytics, and other business stakeholders
- Strong stakeholder management skills and the ability to influence decisions across teams
- C1 English level for effective communication with an international team
Your bonus skills:
- Knowledge of learning evaluation frameworks such as the Kirkpatrick Model, particularly Levels 3 (Behavior) and 4 (Results)
- Experience with BI tools such as Tableau, Superset, or advanced Excel / Google Sheets
- Experience working in a fast-growing tech, fintech, or delivery-driven environment
- Experience managing cross-functional initiatives in complex business environments
- Spanish language skills
- Innovative Spirit: A commitment to creativity and groundbreaking solutions
- Honest Feedback: valuing open, transparent communication
- Supportive Team: a strong, collaborative community
- Celebrating Achievements: recognizing our wins together
- High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
- Relocation support to one of our hubs — Mexico or Serbia — with assistance for the employee and their family
- Flexible work from one of our offices or remote
- Healthcare Coverage
- Education Budget: Language lessons, professional training and certifications
- Wellness Budget: Mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave
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