Team Manager, Learning & Development (L&D)

About the Position

Team Manager, Learning & Development (L&D)

Managua, Nicaragua

Category: Customer Success

Job ID: R_107009

Job Type: Regular

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Focus has always been a key part of our strategy and our laser focus is on transforming the global remittance industry. Over time, we will leverage our trusted financial services brand and our global network to extend into additional, complementary products.

We accomplish our vision by relentlessly focusing on culture. We have created Remitly’s cultural values, which embody how an exemplary Remitly team member and the overall Remitly team works to deliver on promises to customers every day. That starts with putting customers at the center of everything we do. Join over 2,400 employees across 10 offices who are growing their careers while having a positive impact on people globally.

As a Team Manager of Learning & Development (L&D) in the Customer Success organization, you will play a crucial role in shaping our L&D strategies, driving innovation in the way we work and our work product, and ensuring our teams possess the skills and knowledge necessary to achieve business goals. You will be responsible for overseeing the design, implementation, and continuous improvement of our L&D programs, with a particular focus on business impact and a data-driven approach to our L&D Specialists’ development and growth, operational excellence, and customer centricity.

Responsibilities

• Work collaboratively with the Sr. Manager L&D in MGA and other global L&D leaders to set vision, strategy, and direction aligned with the company’s strategic priorities and business objectives, and drive accountability and impact.
• Lead OKRs and other strategic projects to advance the objectives of the CS L&D team, Customer Success department, and Remitly.
• Engage with senior leadership across the business, including human resources, people operations, risk, customer service, and other stakeholders as a strategic partner to align L&D initiatives with business needs and objectives.
• Use data-driven approaches to assess and measure L&D program effectiveness through business impact, and drive continuous improvement in L&D offerings.
• Manage and mentor a high-performing L&D team, ensuring they have stakeholder buy-in and the resources and support needed to design and deliver best-in-class L&D experiences across multiple platforms and formats.
• Lead L&D Specialists in the creation and execution of innovative and impactful capability development programs that prepare employees at all levels to excel in a dynamic and complex environment.
• Support L&D Specialists in their assessment and measurement of the impact and effectiveness of their L&D offerings for improvement opportunities through data collection and analysis.
• Ensure the team stays up to date on L&D design and delivery applications, tools, and best practices to innovate our L&D solutions.
• Conduct training observations to ensure learning objectives and quality standards are met.
• Support your team members in building and implementing their individual development plans for their development and growth.
• Proactively and independently identify and implement improvements to enhance team performance with targeted business impact.
• Manage team and individual projects successfully from conception to completion. For example, update global training curriculum to align to the new L&D framework design and delivery structure.
• Oversee the management and scalability of learning content design and delivery, ensuring it is accessible, accurate, adopted, and impactful for a global audience.
• Work closely with global network POCs (i.e., BPO L&D counterparts) to ensure consistent implementation and measurement of L&D solutions across the company.
• Work collaboratively with the Sr. Manager, L&D in MGA and other global L&D leaders to champion change management processes to support the successful adoption of new processes, programs, and initiatives.
• Foster a culture of continuous learning and development, including the integration of adult learning best practices and technology-enhanced learning solutions.

Requirements

• Command of the English language, both verbal and written.

• Bachelor’s degree in Learning and Development or Training, Adult Education, Human Resource Management, an L&D related field, or equivalent professional experience.

• A minimum of 2-3 years leading L&D team managers and global cross-functional teams.

• A minimum of 2-3 years of experience in L&D, training, leadership development, organizational development, or a related field, with a proven track record of delivering successful L&D solutions with business impact.

• Solid understanding of L&D methodologies, adult learning theories, and the latest trends in L&D like technology-based solutions.

• Extensive experience working with business leaders at all levels and influencing design and delivery strategies for business impact.

• Familiarity with L&D tools and platforms (e.g., Learning Management Systems, eLearning authoring tools, remote delivery/flip-classroom applications).

• At least two (2) years of experience delivering product and soft skill sessions or designing L&D content and curricula.

• Strong decision-making, influencing, communication, and interpersonal skills, with the ability to engage and drive alignment with stakeholders at all levels across the company.

• Ability to operate effectively in an ambiguous, fast-paced, hyper growth, rapidly changing environment, managing multiple priorities simultaneously with minimal supervision.

• Eager and quick to learn, with a high level of enthusiasm, focus, and motivation to help others learn and grow.

• Excellent organization and prioritization skills.

Nice to Have

• Certifications in L&D areas like eLearning design, facilitation, coaching.
• Experience developing L&D solutions using the 70/20/10 Learning Integration Model.
• Understanding of the ADDIE L&D framework and program evaluation frameworks (e.g., Kirkpatrick).
• Global experience developing and managing programs for diverse audiences.
• Experience with Google Workspace tools, including Google Sites, Google Slides, Google Sheets, and Google Docs.
• Experience with contact/call centers and in remittances.

We Offer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We offer a competitive salary, comprehensive benefits, and opportunities for professional growth.

About the Company

If you are passionate about developing leaders and driving learning and development initiatives that contribute to the success of Remitly, we’d love to hear from you. Please submit your application, detailing your interest and qualifications for this role.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.