Learning Tech Implementation Lead (EverTrainer / Zenarate) - Individual Contributor

Req ID#: 416014 Job Description: Learning Tech Implementation Lead (EverTrainer / Zenarate) – Individual Contributor About Foundever™ Foundever™ is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Timings: Working hours to overlap with US and Europe time zones depending on deployment needs. Job Summary Work as an end-to-end implementation lead and platform subject matter specialist for our learning platforms, owning deployments and post-go-live adoption for EverTrainer (powered by Zenarate) across regions. This role is a hands-on individual contributor responsible for driving high-quality implementations, ensuring consistent configuration standards, and supporting scalable adoption through documentation, enablement, and data-driven continuous improvement. This role partners closely with Learning & Development (L&D), Operations/Delivery, Customer Success, and technical teams to ensure implementations are both technically sound and aligned to learning outcomes. Duties and Responsibilities Implementation Delivery (End-to-End Ownership) Lead end-to-end EverTrainer implementations across regions, managing timelines, milestones, risks, and stakeholder communication across time zones Own delivery quality for deployments from discovery and configuration through testing, go-live, and hypercare Drive implementation readiness by coordinating required inputs (access, environments, content, stakeholders, success criteria) and ensuring clear go/no-go decisions Support complex, multi-stakeholder deployments and propose solutions for non-standard requirements within platform capabilities Platform Expertise & Standards (COE-Aligned Contribution) Apply and help maintain implementation playbooks, onboarding documentation, and platform configuration guides to ensure consistency across deployments Contribute to knowledge management by documenting lessons learned, FAQs, and repeatable solutions to improve future launches Provide platform guidance to internal stakeholders (L&D/Delivery/Operations) to promote consistent best practices Enablement & Adoption Support Support Train-the-Trainer (TTT) sessions and internal enablement to help regional teams adopt EverTrainer successfully Partner with stakeholders to ensure implementations drive meaningful learning outcomes, not only technical go-lives Promote adoption by supporting change management activities (communications, office hours, reinforcement plans) as needed Continuous Improvement & Data-Driven Delivery Track and report key metrics including time-to-go-live, CSAT, and platform adoption; translate insights into actions that improve delivery quality and speed Use feedback from learners, trainers, and stakeholders to identify gaps and continuously improve implementation methodology and documentation Maintain feedback loops with implementation, product/vendor, and customer success stakeholders to evolve practices over time Cross-Functional Partnership Collaborate with Sales, Customer Success, Product/vendor partners, and L&D teams to support a strong customer journey and post-go-live adoption Act as a bridge between technical implementation needs and learning requirements, ensuring solutions are workable and instructionally effective Partner with Delivery and Operations teams on realistic deployment timelines and resource planning inputs Qualifications – Skills & Competencies Required / Strongly Preferred 4+ years in implementation, professional services, learning technology, or SaaS delivery roles Hands-on experience implementing Zenarate / EverTrainer end-to-end is strongly preferred - Comparable experience with similar platforms may be considered (e.g., Whatfix Mirror, Second Nature AI, ReflexAI, Observe.AI, Cresta, SymTrain, Solidroad) Demonstrated ability to own end-to-end implementations independently (not only support/administration) Strong stakeholder management and communication skills across cross-functional teams and time zones Data-driven mindset: comfortable using KPIs and adoption metrics to guide decisions and improve outcomes Solid understanding of L&D principles and how learning technology supports skill building at scale High ownership, flexibility, and ability to operate effectively in a global environment Job Segment: Change Management, Implementation Manager, Learning, Management, Technology, Human Resources