L&D Project Manager

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

• Own and prioritize the L&D backlog and quarterly roadmap in partnership with Product and Operations team

What makes you a great fit:

• Proven experience in Project Management, Learning & Development, Operations, Product Training, or a similar role

• Strong analytical mindset with experience working with operational data, dashboards, and performance metrics

• Ability to identify root causes, formulate hypotheses, and make data-informed decisions in situations with incomplete or ambiguous information

• Hands-on experience working with Sales or Customer Support teams and a solid understanding of operational KPIs such as QA, CSAT, AHT, Conversion Rate, Time-to-Productivity, and Attrition

• Experience leading cross-functional initiatives and collaborating with Product, Operations, Analytics, and other business stakeholders

• Strong stakeholder management skills and the ability to influence decisions across teams

• C1 English level for effective communication with an international team

Your bonus skills:

• Knowledge of learning evaluation frameworks such as the Kirkpatrick Model, particularly Levels 3 (Behavior) and 4 (Results)

• Experience with BI tools such as Tableau, Superset, or advanced Excel / Google Sheets

• Experience working in a fast-growing tech, fintech, or delivery-driven environment

• Experience managing cross-functional initiatives in complex business environments

• Spanish language skills

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions

• Honest Feedback: valuing open, transparent communication

• Supportive Team: a strong, collaborative community

• Celebrating Achievements: recognizing our wins together

• High-Tech Environment: a team full of smart and revolutionary people who dare to challenge the status quo of incumbent finances

Our benefits:

• Relocation support to one of our hubs — Mexico or Serbia — with assistance for the employee and their family

• Flexible work from one of our offices or remote

• Healthcare Coverage

• Education Budget: Language lessons, professional training and certifications

• Wellness Budget: Mental health and fitness activity reimbursements

• Vacation policy: 20 days of annual leave and paid sick leave