The Learning and Performance Partner is crucial for business success, developing and implementing effective Learning and Knowledge Management strategies for Global Operations Full Time Employees. This role involves collaborating with Global Operations (GO) Learning and Knowledge Management Leads and Scaled Ops (SO) Line Of Business teams to pinpoint performance gaps within Global Operations employees team’s. They are responsible for designing and developing targeted learning solutions, facilitating strategic learning interventions at all levels, and measuring their impact.Key responsibilities include conducting Performance Needs Analysis (PNA) and Rapid Workflow Analysis (RWA) to inform learning and performance support solution development. This role also involves architecting production workflow performance support, facilitating business-critical learning interventions, and leading large-scale projects. The partner ensures learning programs align with business objectives and deliver meaningful results. Cross-functional collaboration, understanding partner needs, and adopting AI technologies are essential for continuously improving the efficiency and quality of learning and performance support solutions

MINIMUM QUALIFICATIONS:

• 5+ years of experience in learning and development within an operations organization
• Proven experience in Trust and Safety
• Understanding of adult learning principles, performance consulting, instructional design, and knowledge management
• Experience in designing and developing reusable content objects using AI
• Demonstrated leadership, communication, and collaboration skills, with the skill to influence and collaborate with several stakeholders

PREFERRED QUALIFICATIONS:

• Performance Thinking Practitioner certification
• Five Moments of Need Certification

• Partner with Global Operations Learning and Knowledge Management Leads and Scaled Operations Line Of Business teams to develop and maintain comprehensive Learning and Knowledge Management strategies for Global Response Operations and GO Full Time Employees
• Conduct Performance Needs Analysis (PNA) using the Six Boxes approach to provide data-informed recommendations to the business
• Perform Rapid Workflow Analysis (RWA) to design appropriate learning and performance support architectures
• Rapidly design, develop, and facilitate Minimum Viable Product (MVP) learning and performance support solutions
• Architect production workflow onboarding curriculums based on insights from PNA and RWA
• Lead large-scale projects, managing FTEs, Contractors, and Vendors involved in designing and developing learning and performance support content
• Collaborate with Subject Matter Experts (SMEs) to discover and analyze learning content and data
• Design assessment blueprints and develop assessments to effectively measure the success of learning programs and performance support solutions