Learning & Development Lead

This is a fully remote position, open to applicants in India.

📋 Description

• Lead the strategizing, implementation, and ongoing enhancement of global onboarding, upskilling, cross-skilling, and continuous learning initiatives.

• Oversee learning governance, certification frameworks, operational readiness standards, and role-specific learning pathways across various programs.

• Ensure that learning solutions align with business objectives, operational KPIs, client needs, and player experience goals.

• Manage Train-the-Trainer programs, facilitator readiness, and uniform training delivery across international teams.

• Collaborate with Instructional Design to develop engaging learning experiences, which include instructor-led training, e-learning modules, digital content, videos, and knowledge resources.

• Ensure that all learning materials, SOPs, playbooks, assessments, and knowledge articles are accurate, up-to-date, and aligned with operational changes.

• Lead, mentor, coach, and nurture a team of Learning & Development Specialists and Trainers to provide high-quality learning experiences.

• Conduct regular performance evaluations, coaching sessions, and career development planning for team members.

• Promote a culture of collaboration, accountability, innovation, and ongoing learning within the Learning team.

• Develop succession plans and identify growth opportunities to enhance team capabilities.

• Work closely with Operations, Quality, Workforce Management, Product, and Client stakeholders to recognize capability gaps and implement effective learning solutions.

• Convert QA insights, CSAT/DSAT trends, operational metrics, policy updates, and product launches into targeted training initiatives.

• Support new client implementations, program launches, process transitions, and operational change management through effective learning strategies.

• Engage in operational calibration sessions and leadership reviews to ensure that learning priorities stay aligned with business performance.

• Maintain a deep understanding of frontline operations by regularly reviewing player interactions, quality evaluations, escalation trends, and operational challenges.

• Use operational insights to proactively identify knowledge gaps and continuously enhance learning programs.

• Analyze learning data to identify trends, risks, and opportunities for ongoing improvement.

• Measure and report on learning effectiveness through assessments, certification outcomes, operational performance, QA trends, productivity, and learner feedback.

• Establish governance regarding learning quality, facilitator standards, and program effectiveness.

• Foster innovation by introducing modern learning methodologies, blended learning approaches, and scalable learning solutions.

⛳️ Requirements

• 5–6 years of experience in Learning & Development within Player Support, Customer Experience, Customer Support, BPO, or a similar operational setting.

• 1–2 years of experience in people management, leading Trainers, Learning Specialists, or Learning teams.

• Experience in the gaming industry or supporting gaming clients is highly desirable.

• Strong grasp of adult learning principles, instructional design, onboarding processes, operational readiness, and learning evaluation methodologies.

• Proven experience in developing learning strategies, certification programs, governance frameworks, and scalable onboarding initiatives.

• Exceptional facilitation and presentation skills in both virtual and in-person settings.

• Experience leveraging operational data, quality insights, and customer feedback to inform learning interventions.

• Excellent stakeholder management skills with the ability to influence leaders across Operations, Quality, Workforce Management, Product, and Client teams.

• Familiarity with Learning Management Systems (LMS), Microsoft Office Suite, SharePoint, and knowledge management platforms.

• Experience with e-learning authoring tools such as Articulate Storyline, Rise, Camtasia, Canva, or similar tools is a plus.

🏝️ Benefits

• The opportunity to join our expanding business during an exciting phase.

• A dynamic and entrepreneurial culture.