Senior Operations Trainer

Opis:

We are looking for a Senior Operations Trainer who will play a key role in building operational excellence across our international organization. This position is responsible for delivering high-impact training programs, maintaining and evolving knowledge content, and leading complex, multi-country training and knowledge initiatives.

The role focuses on the strategic orchestration of knowledge assets, leveraging advanced analytics, AI-driven solutions, and Learning Experience Design principles to create scalable, high-quality learning experiences across 5 countries and 12 business units. As a senior contributor, you will drive digital transformation by designing unified, automated training and knowledge systems that improve efficiency, reduce operational costs, and enhance the customer self-service journey.

Key Responsibilities:

• Design and deliver full-cycle training programs (onboarding, refresher, upskilling, new features) for stakeholders (Customer Support, Sales, Moderation and Trust & Safety).

• Deploy targeted training interventions based on Quality Team insights, data analytics and personal observations, to close identified performance or knowledge gaps.

• Leverage technology for creating engaging training videos, simulations, and interactive learning experiences (eg: using AI-powered tools).

• Create & maintain a unified framework, by synchronizing the training calendar and knowledge standards across all countries, ensuring both global consistency and local adaptation.

• Develop and maintain all knowledge assets (training materials, knowledge base articles, help center content, procedures, templates, and more), ensuring all content adheres to brand guidelines and tone of voice.

• Redesign knowledge base systems following “quality by design” principles, to build foundations for AI-driven solutions like chatbots/emailbots and Agent Assist AI systems.

• Optimize the Help Center UX/UI and content structure to map customer journeys and drive higher rates of self-resolution.

• Use of internal tools to track, organize and complete tasks and initiatives.

• Lead the digital transformation through high-impact, cross-country projects that ensure continuous knowledge innovation (advanced AI solutions and innovative learning experience designs).

• Analyze and report on the effectiveness of training and knowledge initiatives using advanced analytics to measure impact, ROI, and identify optimization opportunities.

Knowledge and experience:

• Bachelor's degree in Communications, Education, Business Administration, or related field.

• 3+ years of experience in training, knowledge management or related roles, with a proven track record of managing projects across multiple countries and/or departments.

• Proven experience working with training methodologies and standards.

• Background in customer service, sales, or contact center environments preferred.

• Deep understanding of content creation methodologies and instructional design principles.

• Experience with knowledge base platforms, Help Center management, and content management systems.

• Advanced use of AI technologies for content creation, training, and knowledge automation.

• Background in Learning Experience Design (LXD) and UX/UI principles.

• Fluent in English and Polish (written and spoken).

• Additional language (Ukrainian, Romanian, Portuguese, or Bulgarian) is an advantage.

What can we offer:

• Competitive salary and bonuses.

• Employment contract with a rich benefits package (benefits available through the MyBenefit platform, including private medical care, life insurance, Multisport card, restaurant card, cinema/theater/concert tickets, vouchers, and more).

• Working in a fast-growing company that impacts the daily lives of millions of users, facilitating win-win transactions.

• A relaxed and informal work environment with opportunities for growth within the company.

• Company events and team outings.

• Opportunities to participate in charity initiatives organized by OLX.

• Extensive development opportunities, including training, webinars, access to an e-learning platform, employer-funded English classes, and much more.