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:
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Design and deliver full-cycle training programs (onboarding, refresher, upskilling, new features) for stakeholders (Customer Support, Sales, Moderation and Trust & Safety).
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Deploy targeted training interventions based on Quality Team insights, data analytics and personal observations, to close identified performance or knowledge gaps.
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Leverage technology for creating engaging training videos, simulations, and interactive learning experiences (eg: using AI-powered tools).
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Create & maintain a unified framework, by synchronizing the training calendar and knowledge standards across all countries, ensuring both global consistency and local adaptation.
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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.
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Redesign knowledge base systems following “quality by design” principles, to build foundations for AI-driven solutions like chatbots/emailbots and Agent Assist AI systems.
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Optimize the Help Center UX/UI and content structure to map customer journeys and drive higher rates of self-resolution.
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Use of internal tools to track, organize and complete tasks and initiatives.
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Lead the digital transformation through high-impact, cross-country projects that ensure continuous knowledge innovation (advanced AI solutions and innovative learning experience designs).
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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:
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Bachelor's degree in Communications, Education, Business Administration, or related field.
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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.
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Proven experience working with training methodologies and standards.
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Background in customer service, sales, or contact center environments preferred.
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Deep understanding of content creation methodologies and instructional design principles.
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Experience with knowledge base platforms, Help Center management, and content management systems.
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Advanced use of AI technologies for content creation, training, and knowledge automation.
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Background in Learning Experience Design (LXD) and UX/UI principles.
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Fluent in English and Polish (written and spoken).
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Additional language (Ukrainian, Romanian, Portuguese, or Bulgarian) is an advantage.
What can we offer:
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Competitive salary and bonuses.
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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).
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Working in a fast-growing company that impacts the daily lives of millions of users, facilitating win-win transactions.
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A relaxed and informal work environment with opportunities for growth within the company.
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Company events and team outings.
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Opportunities to participate in charity initiatives organized by OLX.
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Extensive development opportunities, including training, webinars, access to an e-learning platform, employer-funded English classes, and much more.