Learning Operations Specialist

ABOUT THE ROLE The Learning Operations Specialist is a pivotal role at Lyft, responsible for driving data-driven performance insights and developing high-quality learning experiences across the Customer Care Operations (CCO) organization. This position 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 assigned segments. WHAT YOU'LL DO As a Learning Operations Specialist, you will be responsible for: - Building and maintaining stakeholder relationships to manage expectations, create project plans, and provide regular project status updates - Organizing and managing logistics for both on-site and virtual training sessions - Designing and developing learning solutions, including eLearning courses, job aids, knowledge checks, and blended learning content - Facilitating instructor-led and virtual training sessions for agents, trainers, and leaders across SCC and BPO partner sites - Producing learning materials using tools such as Articulate 360, Canva, Vyond, and Camtasia - Collaborating with Learning Designers and Program Leads to conceptualize, design, and organize projects - Reviewing learning solutions and assisting in necessary edits for quality assurance and continuous improvement - Managing and enhancing learning metrics dashboards to surface key performance trends for stakeholders and leadership - Analyzing learner feedback and presenting insights to stakeholders on a regular cadence - Evaluating training programs and curricula for effectiveness and ROI, and developing data-driven recommendations to leadership - Serving as the primary SCC administrator for the LMS (Docebo), overseeing day-to-day operations and ensuring an optimal learner experience - Maintaining and managing Docebo groups and SCC catalogs, ensuring accuracy and alignment with Workday - Troubleshooting and resolving LMS-related issues, partnering with internal teams and vendors WHAT YOU'LL NEED - 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 - Proficiency in Excel including advanced functions for report generation and data manipulation - Experience interpreting LMS reports and translating data into actionable insights - 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 WHY REMOTE As a remote employee at Lyft, you will have the flexibility to work from anywhere and enjoy a range of benefits, including: - Flexible schedule - Health plan - Parental leave - Education stipend - Life