Operations Learning & Development Specialist

As MarqetasOperations Learning & Development Specialist to serve as the cornerstone of training excellence for our Global Contact Center this high-impact role you will own the full lifecycle of learning from needs analysis and content design to delivery facilitation and continuous improvement across a globally distributed BPO workforce.

You will act as the bridge between Marqetas operational standards and our BPO partners ensuring every agent handling disputes and customer interactions is equipped with accurate current and highly effective training and materials. This role sits at the intersection of instructional design knowledge management and fintech expertise.

This role can be performed in a hybrid work model (Tuesday Wednesday Thursday onsite) from our Warsaw office. Wed love for you to join us!

The Impact Youll Have

• Curriculum Design & Development: Own the end-to-end design and development of training programs for operational teams building structured curricula that sequence foundational knowledge procedural skills and applied practice across multiple formats including instructor-led training self-paced e-learning job aids and blended programs. Maintaining a regular review cadence to ensure all content stays accurate compliant and aligned with current operational workflows
• Content Lifecycle Management: Oversee the full lifecycle of knowledge articles from creation to retirement conducting regular audits to flag outdated duplicated or incomplete content and coordinating with SMEs and team leads to ensure every page reflects current processes policies and regulatory requirements
• Facilitation - Lead Train-the-Trainer (TTT) sessions that prepare BPO team leads and supervisors to confidently deliver disputes processing and phone/email handling curricula
• Process Change Enablement: Serve as the L&D point of contact for operational process changes and system updates rapidly developing just-in-time training materials and facilitating targeted refresher sessions to minimize disruption and ensure teams are equipped before changes go live
• BPO Relationship: Serve as the primary L&D liaison between Marqeta and BPO training partners ensuring seamless alignment of training goals timelines and execution standards
• Cross-Functional Collaboration: Work closely with subject matter experts across Operations QA Compliance and Product to ensure training content is technically accurate and operationally relevant managing SME review cycles efficiently without sacrificing content quality or timelines
• Continuous Improvement: Regularly gather feedback from learners managers and operational metrics to evaluate the real-world impact of training programs proactively proposing and implementing improvements that keep the learning function tightly aligned with evolving business needs
• Performance Analysis: Partner closely with Operations Quality Assurance BPO Teams to analyze performance data trends and audit findings translating insights into targeted training interventions

Who You Are

• 4 years in a Learning & Development instructional design or corporate training role within an operational environment experience designing and delivering training programs that support disputes & chargebacks teams is strongly preferred and will be prioritized
• Proficiency in e-learning authoring tools such as Articulate Storyline and Articulate Rise
• Experience with graphic design or visual communication tools like Canva or Google Slides
• Proven ability to build and manage relationships across internal and external stakeholders
• Highly organized and detail-oriented with strong instincts for managing competing deadlines
• Exercises sound judgment in ambiguous fast-moving situations
• Willingness and ability to travel globally as needed

Nice-To-Haves

• A degree or certification in instructional design & technology or technical writing
• Experience working within or alongside a BPO partnership model understanding the nuances of aligning an external training team to internal standards and expectations
• Experience leveraging AI tools to support content design and development workflows
• Hands-on experience managing a knowledge base platform such as Confluence
• Familiarity with change management principles to support the communication and adoption side of training rollouts
• Ability to present data-backed recommendations to Operations and L&D leadership connecting training activity to measurable outcomes like reduced error rates faster ramp time or improved QA scores

Your Manager

• Leilanie Calalang Senior Manager of Learning Development

Recruiter For This Role

• Agata Wojciechowska

Typical Process

• Application Submission
• Recruiter phone call
• Hiring manager video call
• Virtual Onsite consisting of 4-5 45 min calls
• Offer!

Compensation and Benefits

When determining salaries we consider several factors including but not limited to skills prior experience and work location. The new-hire base salary range for this position reflected in PLN is: 117200 - 146500

The bonus target for this position is 10% of the applicable base salary subject to the plan terms and meeting eligibility requirements.

Along with monetary compensation Marqeta offers

• Monthly stipend for your home office equipment and connectivity
• Annual development stipend to support your growth and development
• Pension Scheme provided by Allianz
• Employee health through Luxmed with employee cover paid at 100% by Marqeta
• Four floating holidays as additional paid days off to your annual leave entitlement
• In-office amenities including: drinks and snacks wellness room dedicated barista community events onsite
• MultiSport Plus membership offerings