Job Description:
Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.About the Role
As a Learning & Development (L&D) Delivery Specialist in the Customer Success (CS) organization, you will play a pivotal role in unleashing the potetial 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.
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.
Leadership training and design experience is a plus
Working Conditions
Hybrid – 2x per week WFH
Shifting schedule based on business needs
Our Benefits:
- Rice Allowance
- Transportation Allowance
- Paid Vacation
- Medical, Dental & Vision
- Accident and Life Insurance
- Employee Stock Purchase Plan (ESPP)
- Mental Health & Family Forming Benefits
We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
