L&D Project Manager Middle+

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