L&D Project Manager

RELOCATION TO SERBIA OR MEXICO | PLATA

We are looking for an L&D Project Manager for our Training Team — a role focused on improving operational performance rather than simply delivering learning initiatives.

You will work at the intersection of Learning & Development, Operations, Product, and Analytics to identify performance gaps, uncover root causes, and implement the most effective solutions. Training is only one of many possible levers — your goal is to improve business outcomes through learning, operational improvements, process optimization, CRM enhancements, knowledge base updates, or other targeted interventions.

Challenges that await you:

Monitor key operational KPIs (QA, CSAT, AHT, Conversion Rate, Time-to-Productivity, Attrition) and proactively identify performance gaps across teams, supervisors, and hiring cohorts
Analyze operational trends, identify root causes of performance issues, and translate business challenges into measurable hypotheses
Investigate the impact of product releases and operational changes on team performance and customer experience
Partner with Product, Operations, Analytics, QA, and other stakeholders to gather context before defining the right solution
Assess the operational impact of upcoming product releases, identify potential learning and performance risks, and proactively escalate them
Determine the most effective intervention for each business challenge, whether through learning initiatives, process improvements, CRM guidance, manager enablement, knowledge base optimization, communication changes, or other operational solutions
Design measurable experiments, validate hypotheses through pre- and post-analysis, and evaluate the impact of implemented initiatives
Measure learning effectiveness through operational performance improvements rather than training completion metrics

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L&D Project Manager

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