At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.
Lyft connects people to transportation to change the way we live and get around our communities. The Learning Operations Specialist plays a pivotal role in owning segment training support end to end, driving data-driven performance insights, and developing high-quality learning experiences across the Customer Care Operations (CCO) organization. This role blends operational rigor with instructional expertise — administering Docebo LMS, managing CCO L&P training data and dashboards, and owning the design and facilitation of learning solutions for their assigned segment. This position reports directly to the CCO Learning & Performance Program Lead. We are seeking a detail-oriented, analytically minded, and creatively driven candidate who is passionate about optimizing learning operations and building impactful training experiences.
Responsibilities:
- Training Design & Facilitation
- Build and maintain stakeholder relationships to manage expectations, create project plans, and provide regular project status updates.
- Organize and manage logistics for both on-site and virtual training sessions.
- Collaborate with the Workforce Management (WFM) team to schedule training sessions efficiently.
- Write and deliver training announcements with all necessary materials, completion instructions, and clear expectations.
- Own the end-to-end design and development of learning solutions including eLearning courses, job aids, knowledge checks, and blended learning content for their assigned segment.
- Leverage generative AI tools to enhance content creation and streamline the development process.
- Facilitate instructor-led and virtual training sessions for agents, trainers, and leaders across SCC and BPO partner sites.
- Produce learning materials using tools such as Articulate 360, Canva, Vyond, and Camtasia to promote self-study, practice, and performance support.
- Collaborate with Learning Designers and Program Leads in conceptualizing, designing, and organizing projects; contribute to design best practices and shared team resources.
- Review learning solutions and assist in necessary edits for quality assurance and continuous improvement.
- Address ad-hoc training needs and adjust project priorities accordingly in a fast-paced environment.
- Program Analysis & Dashboard Management
- Manage and enhance learning metrics dashboards (LP Metrics Dashboard, Speed to Green Dashboard) for L&P team member utilization to surface key performance trends for stakeholders and leadership.
- Generate and distribute completion reports; analyze completion rates, knowledge check data, and performance behaviors to identify trends and opportunities for improvement.
- Analyze learner feedback (e.g., trainer and course surveys) to evaluate satisfaction and present insights to stakeholders on a regular cadence.
- Partner with stakeholders to connect learning outcomes to broader business KPIs (e.g., quality scores, customer sentiment, AHT) for their assigned segment.
- Evaluate training programs and curricula for effectiveness and ROI; develop and present data-driven recommendations to leadership.
- Learning Management System (LMS) Administration
- Serve as the primary SCC administrator for the LMS (Docebo), overseeing day-to-day operations and ensuring an optimal learner experience.
- Maintain and manage Docebo groups and SCC catalogs, ensuring accuracy and alignment with Workday; act as main point of contact for LMS vendors and related stakeholders.
- Troubleshoot and resolve LMS-related issues, partnering with internal teams and vendors; manage Jira tickets as needed.
- Audit and maintain the organization of existing courses in the LMS to assess relevance, accuracy, and usability.
- Champion best practices in LMS usage and ensure the platform is fully leveraged across the organization.
Experience:
- 2+ years of experience in learning operations, instructional design, training coordination, or a related field.
- Undergraduate degree or equivalent experience required.
- Proficiency with LMS environments (Docebo preferred) including content management, user administration, and reporting.
- Experience with eLearning authoring tools such as Articulate 360, Canva, Vyond, or Camtasia.
- Experience utilizing generative AI applications to support content creation and learning development.
- Demonstrated ability to design learning materials in various formats including ILT, blended learning, microlearning, and job aids; applied knowledge of adult learning principles (ADDIE, Action Mapping) preferred.
- Proficiency in Excel including advanced functions (pivot tables, VLOOKUP, data analysis tools) for report generation and data manipulation.
- Experience interpreting LMS reports and translating data into actionable insights; ability to present findings to stakeholders at all levels.
- Strong analytical mindset with the ability to identify trends, evaluate data quality, and recommend process improvements.
- Strong project management skills with experience in Agile SCRUM methodologies and Jira frameworks (preferred).
- Excellent written and oral communication skills with meticulous attention to detail and accuracy.
- Strong cross-functional collaboration skills with experience partnering across multiple departments, time zones, and global teams.
- Proven ability to manage multiple priorities simultaneously in a fast-paced environment with tight deadlines.
- Ability to work independently with timely and appropriate follow-up.
- Familiarity with Google Suite tools for document creation and collaboration.
- Be aligned with Lyft’s Purpose, Priorities, and Values.
Benefits:
- Great medical, dental, and vision insurance options with additional programs available when enrolled
- Mental health benefits
- Family building benefits
- Child care and pet benefits
- 401(k) plan with company match to help save for your future
- In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
- 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
- Subsidized commuter benefits
- Monthly Lyft credits and complimentary Lyft Pink membership
Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid
The expected base pay range for this position in the Nashville area is $59,040 - $73,800, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.