L&D Project Manager
New
P
Plata CardFintech Customer Care
WorldwideFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- C1 English level
- Required Skills
- Project ManagementData AnalysisStakeholder management
Requirements
- Proven experience in Project Management, Learning & Development, Operations, or Product Training.
- Strong analytical mindset with experience working with operational data, dashboards, and performance metrics.
- Ability to identify root causes and formulate hypotheses based on incomplete or ambiguous information.
- Hands-on experience working with Sales or Customer Support teams.
- Solid understanding of operational KPIs such as QA, CSAT, AHT, Conversion Rate, Time-to-Productivity, and Attrition.
- Experience leading cross-functional initiatives across Product, Operations, and Analytics teams.
- Strong stakeholder management and influence skills.
- C1 English level proficiency.
Responsibilities
- Monitor key operational KPIs including QA, CSAT, AHT, Conversion Rate, Time-to-Productivity, and Attrition.
- Analyze operational trends 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, and QA stakeholders to define and implement solutions.
- Assess the operational impact of upcoming product releases and identify performance risks.
- Design measurable experiments to evaluate the impact of implemented learning and process initiatives.
- Own and prioritize the L&D backlog and quarterly roadmap.
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