Senior Learning Excellence Specialist

About the role

This is a Learning Excellence Training Specialist role focused on managing and delivering AI-driven training programs for Customer Care teams and BPO agents. You'll leverage technology and automation to design effective learning solutions that help agents hit performance targets while addressing knowledge gaps.

What you'll do

• Manage and deliver training programs to ensure BPO agents and internal Care teams hit performance targets
• Leverage AI tools and technologies to design, deliver, and optimize training programs for faster learning outcomes
• Identify knowledge gaps among tenured and new hire agents and design tailored training sessions
• Organize and facilitate training sessions to communicate new procedures and updates
• Collaborate with cross-functional teams to integrate procedural changes into training programs
• Contribute to developing a culture of learning excellence and continuous improvement
• Occasional travel for work, typically once per year with 1-2 week trips

What you'll need

• 3+ years of experience in customer service environments
• Skills in analyzing data, identifying knowledge gaps, and taking action based on insights
• Hands-on experience using AI to improve learning outcomes including building AI tutors, practice flows, and creating training content
• Excellence at creating effective and clear presentations on complex topics
• Experience managing projects and collaborating with multiple stakeholders
• Operational mindset with a "doer" attitude and ability to solve problems quickly

Nice to have

• Experience in a BPO environment or working closely with BPOs

What they offer

• Annual personal growth budget and mentorship programs
• Work from anywhere for 30 days per year
• Hybrid working with 3 days in office, 2 days optional remote
• Monthly transportation and fitness budget
• Employee discounts on GetYourGuide activities
• Language reimbursement program and health benefits