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Senior Operations Learning & Development Specialist

Toronto, Canada; Vancouver, Canada

As Marqeta’s Senior Operations Learning & Development Specialist, you will play a crucial role in supporting the development and facilitation of learning materials for our Global Contact Center Teams. The Senior Operations Learning & Development Specialist will report to the Learning & Development Manager within Global Support on the Legal/Risk/Compliance Team. 

We work Flexible First. This role can be performed remotely anywhere within the metro areas of Vancouver or Toronto, Canada. We’d love for you to join us!

The Impact You’ll Have

  • Support the creation and continuous improvement of learning materials in various formats (in-person, e-learning, hybrid) for employees of the BPO team, leveraging tools like our LMS, Google Suite, and content creation tools 
  • Facilitate and coordinate Train-the-Trainer training for our contact centers to prepare them for effective administration of disputes processing and phone/email handling training programs
  • Maintain and complete timely updates to resources, while performing yearly audits to ensure they are accurate, relevant, and up to date 
  • Collaborate with Operations and Quality Assurance to ensure training efforts are aligned with the organization’s objectives and metrics. Propose thoughtful solutions for gaps that have been identified based on a thorough analysis and understanding of the current Ops experience.  
  • Partner with our BPO team on all training initiatives to ensure alignment between Marqeta and BPO teams 
  • Stay current on trends and best practices in Fintech learning and knowledge management landscape 
  • Involvement in various initiatives as they come up to move knowledge management and L&D forward. 

Who You Are

  • 4+ years of experience in learning and development or training role 
  • A proven track record in developing and implementing highly effective training materials.  
  • Ability to work-cross functionally, problem solve and adapt in a fast-paced and ever-changing environment 
  • Excellent written and verbal communication skills  
  • Good project management, problem-solving, and decision-making skills
  • Experience with learning systems and learning technologies 
  • Experience with Fintech products and services

Nice-To-Haves

  • Experience in a customer support or chargebacks & disputes role, preferably within a BPO environment.
  • Understanding of learning theories and instructional design to inform training design and delivery  

Your Manager

Typical Process

  • Application Submission
  • Recruiter video call
  • Hiring manager video call
  • Virtual “Onsite” consisting of 4-5, 45 min calls
  • Offer!

Compensation and Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. 

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is: 91,200 - 114,000.

We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers

  • Multiple health insurance options
  • Flexible vacation time
  • Retirement savings program with company contribution
  • Equity in a publicly-traded company 
  • Monthly stipend to support our remote work model
  • Annual “development dollars” to support our people growth and development
  • Family-forming benefits and up to 20 weeks of Parental Leave

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