L&D Project Manager

<p>We are looking for a&nbsp;<strong>proactive L&amp;D Project Manager</strong> to act as the analytical hub of our training team.</p> <p>In this role, your primary goal is not to create courses, but to <strong>diagnose operational performance problems and translate them into clear, strategic initiatives for the Instructional Design team</strong>. 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.</p> <p>If you are passionate about data, performance, and translating business challenges into learning strategies, this role is for you.</p> <hr> <h3><strong>Challenges that await you:</strong></h3> <p><strong>Analytics &amp; Diagnostics</strong></p> <ul> <li> <p>Monitor operational performance metrics on a daily basis.</p> </li> <li> <p>Track KPIs across agents, supervisors, and hiring waves.</p> </li> <li> <p>Identify performance drops in specific topics, cohorts, or operational groups.</p> </li> <li> <p>Detect “degrading waves” — cohorts whose performance declines over time.</p> </li> <li> <p>Analyze weak performance clusters and flag focus areas.</p> </li> <li> <p>Correlate root causes between product releases, process changes, and QA error spikes.</p> </li> </ul> <p><strong>Release Impact Strategy</strong></p> <ul> <li> <p>Assess the operational risk of upcoming product or process releases.</p> </li> <li> <p>Identify potential impacts on QA performance, Time-to-Productivity, and case complexity.</p> </li> <li> <p>Anticipate training load increases driven by releases.</p> </li> <li> <p>Maintain visibility of live and upcoming releases within a 2–3 week window.</p> </li> <li> <p>Proactively flag training priorities and risk areas.</p> </li> </ul> <p><strong>Impact Assessment</strong></p> <ul> <li> <p>Evaluate training effectiveness through Pre/Post performance analysis.</p> </li> <li> <p>Measure the impact of learning interventions on QA scores and key problem topics.</p> </li> <li> <p>Compare performance between New Hires and Tenured Agents.</p> </li> <li> <p>Translate performance data into actionable insights for L&amp;D strategy.</p> </li> </ul> <hr> <h3><strong>What makes you a great fit:</strong></h3> <ul> <li> <p>Proven experience in <strong>Project Management, L&amp;D, Operations, or Product Training</strong>.</p> </li> <li> <p>Strong analytical mindset with the ability to work comfortably with data and dashboards.</p> </li> <li> <p>Experience formulating hypotheses and identifying cause-and-effect relationships in performance metrics.</p> </li> <li> <p>Operational acumen — experience working with <strong>Sales or Support environments</strong>.</p> </li> <li> <p>Deep understanding of operational KPIs such as <strong>CSAT, QA, AHT, Conversion Rate</strong>, among others.</p> </li> <li> <p>Strong problem-solving skills — able to translate abstract problems into actionable learning initiatives.</p> <ul> <li> <p>Example: Transforming “Sales are down” into a targeted performance hypothesis.</p> </li> </ul> </li> <li> <p>Ability to work cross-functionally with Operations, Product, and Training stakeholders.</p> </li> </ul> <hr> <h3><strong>Nice to Have:</strong></h3> <ul> <li> <p>Understanding of learning evaluation frameworks such as <strong>Kirkpatrick</strong>, especially Levels 3 (Behavior) and 4 (Results).</p> </li> <li> <p>Experience using BI tools such as <strong>Tableau, Superset</strong>, or similar platforms.</p> </li> <li> <p>Advanced Excel or Google Sheets skills.</p> </li> <li> <p>Experience in high-growth tech, fintech, or delivery environments.</p> </li> </ul> <hr> <p>&nbsp;</p>