Senior Operations Trainer
OLX Group
full-time
Posted on:
Location Type: Hybrid
Location: Poznań • 🇵🇱 Poland
Visit company websiteJob Level
Senior
About the role
- 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.
Requirements
- 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.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
training methodologiescontent creation methodologiesinstructional design principlesknowledge managementdata analyticsAI technologiesUX/UI principlesHelp Center managementknowledge base platformsdigital transformation
Soft skills
project managementcommunicationleadershiporganizational skillsadaptabilitycollaborationanalytical skillscreativityproblem-solvingstakeholder engagement