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