Learning & Development Team Lead
Skills
About the Role
You will design and implement a tiered CX skill progression and certification framework, own and optimize the LMS (Docebo or similar), and create structured onboarding and refresh programs for internal and BPO teams. You will translate QA trends into targeted training, build dashboards tied to QA and operational metrics, measure training adoption and impact, and continuously iterate to improve escalation clarity, reduce reopen rates, and accelerate time to productivity.
Requirements
- 7+ years in Learning & Development, CX enablement, or technical training
- Proven experience implementing and administering Docebo or comparable LMS
- Experience designing certification frameworks tied to performance metrics
- Experience working with BPO environments
- Experience supporting technical or fintech teams preferred
Responsibilities
- Design tier-based customer experience skill progression
- Establish certification standards tied to escalation authority
- Define structured onboarding for internal and BPO teams
- Build recurring training refresh cadence
- Administer and optimize Docebo
- Configure learning paths, segmentation, certifications, and reporting
- Build dashboards tied to QA and operational metrics
- Measure adoption and training impact
- Translate QA trends into structured training programs
- Improve escalation clarity and ticket readiness
- Reduce reopen rates and escalation defects
- Improve time to productivity
- Standardize training and audit consistency across internal and BPO partners
Benefits
- Unlimited time off (minimum required 10 days)
- Flexible working and home office stipend
- Comprehensive health dental and vision plans for US employees and dependents
- 100% company subsidized life insurance
- 401(k) with 4% company match
- Equity option plan
- Company-issued testing card for product familiarity
- Health and wellness spending allowance for eligible expenses
- Domestic and international team off-sites and summits