Learning Operations Specialist

Training Design & Facilitation

• Build and maintain stakeholder relationships to manage expectations, create project plans, and provide regular project status updates.
• Organize and manage logistics for both on-site and virtual training sessions.
• Collaborate with the Workforce Management (WFM) team to schedule training sessions efficiently.
• Write and deliver training announcements with all necessary materials, completion instructions, and clear expectations.
• Own the end-to-end design and development of learning solutions including eLearning courses, job aids, knowledge checks, and blended learning content for their assigned segment.
• Leverage generative AI tools to enhance content creation and streamline the development process.
• Facilitate instructor-led and virtual training sessions for agents, trainers, and leaders across SCC and BPO partner sites.
• Produce learning materials using tools such as Articulate 360, Canva, Vyond, and Camtasia to promote self-study, practice, and performance support.
• Collaborate with Learning Designers and Program Leads in conceptualizing, designing, and organizing projects; contribute to design best practices and shared team resources.
• Review learning solutions and assist in necessary edits for quality assurance and continuous improvement.
• Address ad-hoc training needs and adjust project priorities accordingly in a fast-paced environment.

Program Analysis & Dashboard Management

• Manage and enhance learning metrics dashboards (LP Metrics Dashboard, Speed to Green Dashboard) for L&P team member utilization to surface key performance trends for stakeholders and leadership.
• Generate and distribute completion reports; analyze completion rates, knowledge check data, and performance behaviors to identify trends and opportunities for improvement.
• Analyze learner feedback (e.g., trainer and course surveys) to evaluate satisfaction and present insights to stakeholders on a regular cadence.
• Partner with stakeholders to connect learning outcomes to broader business KPIs (e.g., quality scores, customer sentiment, AHT) for their assigned segment.
• Evaluate training programs and curricula for effectiveness and ROI; develop and present data-driven recommendations to leadership.

Learning Management System (LMS) Administration

• Serve as the primary SCC administrator for the LMS (Docebo), overseeing day-to-day operations and ensuring an optimal learner experience.
• Maintain and manage Docebo groups and SCC catalogs, ensuring accuracy and alignment with Workday; act as main point of contact for LMS vendors and related stakeholders.
• Troubleshoot and resolve LMS-related issues, partnering with internal teams and vendors; manage Jira tickets as needed.
• Audit and maintain the organization of existing courses in the LMS to assess relevance, accuracy, and usability.
• Champion best practices in LMS usage and ensure the platform is fully leveraged across the organization.

Experience

• 2+ years of experience in learning operations, instructional design, training coordination, or a related field.
• Undergraduate degree or equivalent experience required.
• Proficiency with LMS environments (Docebo preferred) including content management, user administration, and reporting.
• Experience with eLearning authoring tools such as Articulate 360, Canva, Vyond, or Camtasia.
• Experience utilizing generative AI applications to support content creation and learning development.
• Demonstrated ability to design learning materials in various formats including ILT, blended learning, microlearning, and job aids; applied knowledge of adult learning principles (ADDIE, Action Mapping) preferred.
• Proficiency in Excel including advanced functions (pivot tables, VLOOKUP, data analysis tools) for report generation and data manipulation.
• Experience interpreting LMS reports and translating data into actionable insights; ability to present findings to stakeholders at all levels.
• Strong analytical mindset with the ability to identify trends, evaluate data quality, and recommend process improvements.
• Strong project management skills with experience in Agile SCRUM methodologies and Jira frameworks (preferred).
• Excellent written and oral communication skills with meticulous attention to detail and accuracy.
• Strong cross-functional collaboration skills with experience partnering across multiple departments, time zones, and global teams.
• Proven ability to manage multiple priorities simultaneously in a fast-paced environment with tight deadlines.
• Ability to work independently with timely and appropriate follow-up.
• Familiarity with Google Suite tools for document creation and collaboration.

Benefits

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership