RESPONSIBILITIES:
- Own and execute the Learning & Training roadmap for Membership Services, aligning with operational goals and driving measurable improvements in key performance indicators such as time-to-proficiency, QA scores, CSAT, and reopen rates.
- Lead and develop a high-performing team of global Training Specialists, establishing clear team rhythms, role clarity, and growth paths that foster both team effectiveness and professional development.
- Design and scale onboarding programs and continuous learning experiences that are globally consistent, role-specific, and deeply aligned with member-centric service delivery.
- Partner cross-functionally with MS Operations, QA, and Knowledge Management to translate performance data into impactful, timely training interventions.
- Launch and expand continuing education initiatives, including refreshers, microlearning, and on-demand training, to support upskilling and adaptability.
- Collaborate with internal stakeholders to ensure new processes, tools, and product launches are supported with clear and engaging training experiences.
- Lead the quarterly reporting of L&T’s business impact and training effectiveness, proactively identifying areas of improvement and scalability across shifts and regions.
- Champion a culture of continuous learning and excellence within Membership Services.
QUALIFICATIONS:
- 5+ years of experience in training, enablement, or learning & development, with at least 2 years in a leadership or people management capacity.
- Proven ability to design, scale, and measure learning programs that improve performance in customer experience, support, or operations environments.
- Skilled facilitator with strong written and verbal communication abilities, capable of engaging learners across different regions and experience levels.
- Strong analytical mindset and experience using data to inform training strategies and track progress against KPIs.
- Highly organized and self-directed, with a track record of delivering high-quality work in fast-paced and dynamic environments.
- Experience collaborating cross-functionally with operations, QA, and product teams.
- Deep passion for empowering frontline teams and driving member experience through effective education.
- Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions.
