Operations Learning & Development Specialist

About the role

You will lead training initiatives for our global contact center teams, managing the full lifecycle of instructional design and delivery. This role bridges the gap between our internal operational standards and our BPO partners to ensure high-quality support for disputes and customer interactions.

Key facts

What you'll do

• Design and maintain training curricula using instructor-led, e-learning, and blended formats.
• Manage the lifecycle of knowledge articles, including regular audits and updates to ensure accuracy.
• Conduct Train-the-Trainer sessions for BPO supervisors and team leads.
• Act as the primary point of contact for operational process changes, developing training materials to support system updates.
• Collaborate with Compliance, QA, and Product teams to ensure training content is technically precise.
• Analyze performance data to identify training gaps and propose targeted interventions.
• Serve as the main liaison between Marqeta and BPO training partners.

Requirements

• 4+ years of experience in L&D, instructional design, or corporate training within an operational setting.
• Expertise in e-learning authoring tools like Articulate Storyline and Articulate Rise.
• Proficiency in visual communication tools such as Google Slides or Canva.
• Ability to manage relationships with both internal and external stakeholders.
• Strong organizational skills with the ability to handle multiple deadlines.
• Capacity for global travel as required.
• Prior experience supporting disputes and chargebacks teams is highly preferred.

Nice to have

• Degree or certification in technical writing or instructional design and technology.
• Experience managing BPO partnerships and aligning external teams with internal standards.
• Familiarity with AI tools for content creation.
• Hands-on experience with knowledge base platforms like Confluence.
• Knowledge of change management principles.
• Ability to present data-driven recommendations to leadership.

Skills & tools

• Articulate Storyline, Articulate Rise
• Canva, Google Slides
• Confluence
• Instructional Design
• Performance Analysis
• Stakeholder Management

Practical notes

• Benefits include a monthly home office stipend, annual growth stipend, Allianz pension scheme, and 100% employer-paid Luxmed health coverage.
• Additional perks include four floating holidays, MultiSport Plus membership, and in-office amenities like a barista and snacks.
• The hiring process involves an application review, a recruiter call, a hiring manager interview, and a virtual onsite consisting of 4-5 sessions.