Job Description:

Position: Learning & Development (L&D) Specialist-Delivery, CS

Location: Remitly Nicaragua S.A

Organization: Customer Success (CS) 

About Us

Link: https://docs.google.com/document/d/1rCK8dDN7oyli8fWqmwnkMrcH18x7THp7EwmKc-w-a50/edit?tab=t.0

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Focus has always been a key part of our strategy and our initial laser focus is on transforming the global remittance industry. Over time, we will leverage our trusted financial services brand and our global network to extend into additional, complimentary products.

We accomplish our vision by relentlessly focusing on culture. We have created Remitly’s cultural values, which embody how an exemplary Remitly team member and the overall Remitly teamwork deliver on promises to customers every day. That starts with putting customers at the center of everything we do. Join over 2,400 employees across 10 offices who are growing their careers while having a positive impact on people globally.

Role Overview

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.

Key Responsibilities

• 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.

Required Qualifications

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

• Bachelor’s 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.

Working Conditions

• An office-based, open-concept work environment with standard work hours that sometimes flex to meet business demands, including potential night shifts.

• Occasional travel to other Remitly sites or partner sites may be required.

Our Commitment

Remitly is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We offer a competitive salary, comprehensive benefits, and opportunities for professional growth.

About You

If you are passionate about developing others and driving learning and development initiatives that contribute to the success of Remitly, it would be great to hear from you. Please submit your application, detailing your interest and qualifications for this role

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