Learning and Performance Partner

The Learning and Performance Partner drives business impact by developing and implementing effective Learning and Knowledge Management strategies and solutions. This role collaborates with Global Operations and Scaled Operations teams to identify performance gaps and deliver targeted, AI-enhanced learning solutions that improve efficiency and quality.

Learning and Performance Partner Responsibilities:

• Partner with Global Operations Learning and Knowledge Management Leads and Scaled Operations teams to develop, implement, and maintain comprehensive Learning and Knowledge Management strategies
• Conduct Performance Needs Analysis (PNA) and Rapid Workflow Analysis (RWA) to provide data-driven recommendations and inform the design of learning, knowledge, and performance support solutions
• Architect and deliver production workflow onboarding and performance support curriculums based on insights from Performance Needs Analysis (PNA) and Rapid Workflow Analysis (RWA)
• Leverage AI tools and technologies (e.g., GenAI, Gemini, Notebook LM, Figma Native AI) to design, develop, and personalize learning and knowledge solutions, driving continuous improvements in efficiency and quality
• Integrate AI training tools with human learning processes, fostering an environment where both can thrive
• Stay current with innovations in AI, machine learning, and digital learning technologies, and proactively share best practices and insights with team members
• Collaborate with Subject Matter Experts (SMEs) and cross-functional partners to discover, analyze, and curate learning content and data
• Design assessment blueprints and develop tools to effectively measure the success and impact of learning programs and performance support solutions
• Facilitate business-critical learning interventions, ensuring alignment with business objectives and measurable results
• Lead large-scale projects, demonstrating effective leadership, communication, and interpersonal skills to influence and collaborate with a wide range of stakeholders across multiple functions and levels
• Measure and communicate the impact of AI-driven learning solutions on business outcomes
• Demonstrate a growth mindset by continuously seeking opportunities to innovate and improve learning and knowledge management practices

• 5+ years of experience in learning and development within an operations-focused organization
• In depth knowledge of adult learning principles, performance consulting, instructional design, and knowledge management best practices
• Hands-on experience using Generative AI (GenAI) for content development, personalization, and workflow optimization
• Proficient in leveraging AI tools such as Gemini, Notebook LM, Figma Native AI, and Figma Make to enhance learning solutions
• Familiarity with current and emerging learning technologies, including AI-driven platforms, digital learning tools, and knowledge management systems
• Demonstrated leadership, communication, and interpersonal skills, with a proven ability to influence and collaborate effectively with a wide range of stakeholders across multiple functions and levels

• Certification or formal training in AI, machine learning, or digital learning technologies
• Performance Thinking Practitioner certification
• Five Moments of Need Certification
• Proven experience working in a Trust and Safety environment