Associate Learning and Development Partner, Servicing Operations

The Team:

Upstarts Learning and Development - Operations Servicing team supports a wide variation of training curriculum and content across all teams within the Operations Servicing vertical. We are looking for a self-motivated hard-working individual to join our team to focus on employee readiness and development of agent resources.

As an Associate Learning and Development Partner you will play a key role in enabling employee readiness and organizational transformation. You will serve as a strategic partner to cross-functional teams driving change initiatives and learning experiences that align with business goals. Through strong facilitation skills deep stakeholder relationships and a learner-first mindset you will support the business in adapting to change while fostering continuous growth and skill development.

Your work will directly support the Servicing Enablement functions by identifying readiness needs coordinating scalable learning solutions and championing a culture of learning and adaptability across the organization.

How youll make an impact

• Partner with business leaders product managers subject matter experts and cross-functional stakeholders to assess content impact and learning needs.
• Serve as a key facilitator for engaging audience-tailored sessions including team training change briefings or knowledge-sharing events.
• Participate directly in the Operations Change Management process ensuring content and/or training tasks are scoped executed and documented appropriately.
• Own and manage complex Servicing Enablement requests coordinating across functions to ensure timely and effective solutions.
• Create or support the creation of learning solutions such as one-pagers guided workflows FAQs or updates to existing training material in partnership with the Instructional Design function.
• Help guide junior team members and provide mentorship in learning experience design change readiness and stakeholder engagement.
• Assist in documenting and maintaining team knowledge systems such as Jira Confluence and virtual libraries.
• Proactively identify gaps in training content or readiness processes and take initiative to resolve themensuring high quality and consistent learner experience.
• Influence and align learning and change efforts with strategic objectives ensuring employees are prepared to meet evolving business needs.

Minimum Qualifications

• 3 years of experience in Learning & Development Organizational Development or related enablement roles with demonstrated experience supporting Operations teams at a financial institution or fintech
• Strong facilitation and presentation skills with the ability to tailor delivery to diverse audiences.
• Demonstrated ability to build strong cross-functional relationships and partner across all levels of an organization.
• Experience working with tools like Jira and Confluence with a strong attention to detail and documentation.
• Demonstrated understanding of adult learning principles and how they apply in operational environments.
• Strong written and verbal communication skills with the ability to simplify complex information.

Preferred Qualifications

• 5 years of experience in Learning & Development Organizational Change or Program Enablement roles in a fast-paced or regulated environment.
• 2 years of experience in a Servicing Operations role or equivalent operational environment at a financial institution or fintech.
• Familiarity with project management and change management frameworks.
• Skilled in prioritization and time management across multiple initiatives.
• Proven track record of independently managing complex initiatives and meeting deadlines with limited oversight.
• Experience contributing to or leading cross-functional projects involving training process improvement or system adoption.

Position location This role is available in the following locations: Remote.

Time zone requirements The team operates on the East/West coast time zones.

Travel requirements As a digital first company the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

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