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 date 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