Learning and Development Specialist Delivery

Job Description:

About the Role:

As a Learning & Development (L&D) Delivery Specialist in the Customer Success (CS) organization you will play a pivotal role in unleashing the potential within our teams and organization. You will be instrumental in identifying and bridging capability gaps to equip Remitlians with the skills and knowledge necessary to achieve business goals. This position demands a deep passion for and expertise in cultivating a culture of excellence through continuous learning and development.

You will:

• Conduct L&D needs assessments with defined data-driven success measures in collaboration with key stakeholders.
• Develop innovative scenario-based L&D delivery programming in partnership with Design peers for domain expertise leadership and soft-skills development.
• Deliver dynamic interactive appealing and audience-specific instructor-led sessions.
• Ensure all L&D Delivery solutions employ Adult Learning Principles.
• Lead practice exercises (e.g. system demonstration role-play) and other knowledge transfer evaluation components to assess topic understanding and application.
• Assess and measure the impact and effectiveness of L&D offerings for improvement opportunities through data collection and analysis.
• Partner with L&D Delivery and Design peers to develop best in class L&D experiences that have measurable business impact.
• Work closely with global network POCs (i.e. BPO L&D counterparts) to ensure consistent application of delivery strategies and programs across all company sites.
• Conduct topic shadow sessions and program reviews at a regular cadence to ensure L&D solutions align with current business needs.
• Continuously collaborate with business stakeholders to form strategic partnerships establish shared ownership of L&D solutions and identify improvement opportunities.
• Employ a continuous improvement mentality to elevate existing L&D delivery approaches and output.
• Stay up to date on L&D delivery applications (e.g. flip classroom platform) tools and best practices to innovate our L&D solutions.
• Manage L&D projects successfully ensuring timely execution of tasks from conception to completion.
• Complete additional assignments as needed to help the team deliver on customer promises.

You Have:

Minimum

• At least two (2) years of experience delivering operational and soft skill instructor-led sessions.
• Deep expertise in a variety of proven L&D delivery methodologies and up-to-date with current industry L&D delivery best practices and tools.
• Experience with remote delivery applications (e.g. flip classroom platform).
• Proven leadership in proposing developing with design peers and deploying capability development solutions.
• Extensive experience working with business leaders of all levels and influencing delivery strategies for business impact.
• Adept at developing L&D solutions working backward from measurable business KPIs.
• Excellent command of English both verbal and written.
• Strong decision-making influencing communication and interpersonal skills with the capacity to engage with all departments and organizational levels.
• Exceptional presentation and facilitation skills that are customized to session purpose and audience and are engaging and impactful.
• Experience in hyper-growth environments with a strong preference for candidates who have worked with contact/call centers and in remittances.
• Ability to operate effectively in an ambiguous fast-paced rapidly changing environment managing multiple priorities simultaneously as an individual contributor that is part of a team.
• An autonomous bias for action work ethic with a track record of delivering results with minimal supervision as an individual contributor.
• Eager and quick to learn with a high level of enthusiasm focus and motivation.

Preferred

• Bachelors degree in Training and Development Adult Education Human Resource Management an L&D related field or equivalent professional experience.
• At least two (2) years of training experience in a BPO setting specializing in Customer Service Process Product or Operations training.
• Experience developing L&D solutions using the 70/20/10 Learning Integration Model.
• Solid understanding of the ADDIE L&D framework and program evaluation frameworks (e.g. Kirkpatrick).
• Global experience developing and managing programs for diverse audiences.
• Minimum of one (1) year of experience in a supervisory or managerial role.
• Minimum of one (1) year of experience managing mentoring and developing L&D staff.
• Familiarity with authoring tools such as Adobe Captivate or Articulate/Storyline 360.
• Experience with Learning Management Systems (LMS) administration.
• Understanding of Google Workspace tools including Google Sites Google Slides Google Sheets and Google Docs.
• Excellent organization and prioritization skills.
• Certification in Gallup Strengths Coaching is a plus.

Our Benefits:

• Rice Allowance
• Transportation Allowance
• Paid Vacation
• Medical Dental & Vision
• Accident and Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits

Our Connected Work Culture: Driving Innovation Together

At Remitly we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration where ideas ignite and challenging problems find solutions faster. For corporate team members we have an in-office expectation of at least 50% of the time monthly typically achieved by coming in three days a week. This creates a consistent meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their teams specific needs. These intentional in-office moments are vital for deepening relationships fueling creativity and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates in full compliance with applicable laws and regulations.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.