Learning & Development Lead

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Side

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2019

🛍️ eCommerce

🏪 Marketplace

🛒 Retail

eCommerce • Marketplace • Retail

Side is

📋 Description

• Lead the planning, execution, and continuous improvement of global onboarding, upskilling, cross-skilling, and continuous learning programs. • Own learning governance, certification frameworks, operational readiness standards, and role-based learning pathways across multiple programs. • Ensure learning solutions support business goals, operational KPIs, client requirements, and player experience objectives. • Oversee Train-the-Trainer initiatives, facilitator readiness, and consistent training delivery across global teams. • Partner with Instructional Design to create engaging learning experiences, including instructor-led training, e-learning modules, digital learning content, videos, and knowledge resources. • Ensure all learning materials, SOPs, playbooks, assessments, and knowledge articles remain accurate, current, and aligned with operational changes. • Lead, mentor, coach, and develop a team of Learning & Development Specialists and Trainers to deliver high-quality learning experiences. • Conduct regular performance reviews, coaching sessions, and career development planning for direct reports. • Foster a culture of collaboration, accountability, innovation, and continuous learning within the Learning team. • Build succession plans and identify development opportunities to strengthen team capability. • Collaborate closely with Operations, Quality, Workforce Management, Product, and Client stakeholders to identify capability gaps and implement effective learning interventions. • Translate QA insights, CSAT/DSAT trends, operational metrics, policy updates, and product launches into targeted training initiatives. • Support new client implementations, programme launches, process transitions, and operational change management through effective learning strategies. • Participate in operational calibration sessions and leadership reviews to ensure learning priorities remain aligned with business performance. • Maintain a strong 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 improve learning programs. • Analyse learning data to identify trends, risks, and opportunities for continuous improvement. • Measure and report on learning effectiveness using assessments, certification outcomes, operational performance, QA trends, productivity, and learner feedback. • Establish governance around learning quality, facilitator standards, and programme effectiveness. • Drive innovation by introducing modern learning methodologies, blended learning approaches, and scalable learning solutions.

🎯 Requirements

• 5–6 years of Learning & Development experience within Player Support, Customer Experience, Customer Support, BPO, or similar operational environment. • 1–2 years of people management experience, leading Trainers, Learning Specialists, or Learning teams. • Experience within the gaming industry or supporting gaming clients is highly preferred. • Strong understanding of adult learning principles, instructional design, onboarding, operational readiness, and learning evaluation methodologies. • Demonstrated experience building learning strategies, certification programs, governance frameworks, and scalable onboarding programs. • Strong facilitation and presentation skills across both virtual and classroom environments. • Experience using operational data, quality insights, and customer feedback to drive learning interventions. • Excellent stakeholder management skills with the ability to influence leaders across Operations, Quality, Workforce Management, Product, and Client teams. • Experience 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 advantageous.

🏖️ Benefits

• The opportunity to join our growing business at an exciting time. • Dynamic and entrepreneurial culture.