L&D Project Manager
We are looking for a proactive L&D Project Manager to act as the analytical hub of our training team.
In this role, your primary goal is not to create courses, but to diagnose operational performance problems and translate them into clear, strategic initiatives for the Instructional Design team. You will act as the bridge between operational metrics and learning solutions — understanding where performance gaps exist, why they happen, and how learning interventions can drive measurable impact.
If you are passionate about data, performance, and translating business challenges into learning strategies, this role is for you.
Challenges that await you:
Analytics & Diagnostics
- Monitor operational performance metrics on a daily basis.
- Track KPIs across agents, supervisors, and hiring waves.
- Identify performance drops in specific topics, cohorts, or operational groups.
- Detect “degrading waves” — cohorts whose performance declines over time.
- Analyze weak performance clusters and flag focus areas.
- Correlate root causes between product releases, process changes, and QA error spikes.
Release Impact Strategy
- Assess the operational risk of upcoming product or process releases.
- Identify potential impacts on QA performance, Time-to-Productivity, and case complexity.
- Anticipate training load increases driven by releases.
- Maintain visibility of live and upcoming releases within a 2–3 week window.
- Proactively flag training priorities and risk areas.
Impact Assessment
- Evaluate training effectiveness through Pre/Post performance analysis.
- Measure the impact of learning interventions on QA scores and key problem topics.
- Compare performance between New Hires and Tenured Agents.
- Translate performance data into actionable insights for L&D strategy.
What makes you a great fit:
- Proven experience in Project Management, L&D, Operations, or Product Training.
- Strong analytical mindset with the ability to work comfortably with data and dashboards.
- Experience formulating hypotheses and identifying cause-and-effect relationships in performance metrics.
- Operational acumen — experience working with Sales or Support environments.
- Deep understanding of operational KPIs such as CSAT, QA, AHT, Conversion Rate, among others.
- Strong problem-solving skills — able to translate abstract problems into actionable learning initiatives.
- Example: Transforming “Sales are down” into a targeted performance hypothesis.
- Ability to work cross-functionally with Operations, Product, and Training stakeholders.
Nice to Have:
- Understanding of learning evaluation frameworks such as Kirkpatrick, especially Levels 3 (Behavior) and 4 (Results).
- Experience using BI tools such as Tableau, Superset, or similar platforms.
- Advanced Excel or Google Sheets skills.
- Experience in high-growth tech, fintech, or delivery environments.
