Come and work with us.

We are looking for a talented and accomplished Operations Manager - Learning & Development to be responsible for overseeing the design, implementation, and continuous improvement of training programs and learning initiatives within a BPO environment. This role is responsible for aligning L&D strategies with business goals, managing training operations, leading a team of trainers and facilitators, and ensuring high-quality onboarding, upskilling, and performance support for customer service, technical, and back-office functions.

As an Operation Manager in this project, your daily responsibilities will include:

• Collaborating with senior leadership to align training objectives with business outcomes
• Managing the end-to-end execution of onboarding, process, behavioral, and leadership training
• Developing training schedules, resource plans, and content calendars in coordination with operations
• Monitoring and managing KPIs related to training effectiveness, speed-to-proficiency, and attrition
• Ensuring timely deployment of new-hire and cross-training batches in line with business ramp-ups
• Leading and developing a team of L&D professionals, including trainers, instructional designers, and coordinators
• Providing coaching, performance reviews, and growth opportunities to team members
• Analyzing training effectiveness using feedback, assessments, and business metrics (QA scores, CSAT, AHT, etc.)
• Continuously improving training content, delivery methods, and learning technologies
• Serving as the L&D liaison for client interactions, quality teams, and operations leaders
• Providing regular reports and insights on training performance and outcomes to leadership
• Ensuring adherence to internal quality standards, client requirements, and industry best practices
• Maintaining documentation for audits and compliance purposes

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To succeed in the role, you will need to have:

• Native or proficient level of English
• Experience managing training programs for customer support, technical support, or shared services
• Experience managing training across geographies or remote teams is a plus
• Strong understanding of adult learning principles, instructional design, and blended learning methods
• Proficiency in training tools and Learning Management Systems (LMS)
• Excellent leadership, communication, and stakeholder management skills
• Data-driven mindset with the ability to analyze and act on training metrics
• Certification in L&D (e.g., CPLP, ATD, Kirkpatrick) is a plus
• Exposure to Six Sigma or process improvement methodologies is a plus
• Familiarity with eLearning authoring tools (Articulate, Captivate, etc.) is a plus
• Bachelor’s degree in Human Resources, Business Administration, Education, or related field (Master’s preferred)
• 6+ years of experience in L&D roles, with at least 3 years in a managerial capacity within a BPO or similar high-volume service industry
• Availability to work from our site in Porto 

Specific Requirements (when necessary):

• Availability to travel
• Out-of-hours support

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

Go further with Foundever™

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!