operations
Posted 16 hours agoOperations Learning & Development Specialist
at Marqeta
Warsaw, PolandHybrid
Responsibilities
- Curriculum Design & Development: Own the end-to-end design and development of training programs for operational teams — building structured curricula that sequence foundational knowledge, procedural skills, and applied practice across multiple formats including instructor-led training, self-paced e-learning, job aids, and blended programs.
- Content Lifecycle Management: Oversee the full lifecycle of knowledge articles from creation to retirement — conducting regular audits to flag outdated, duplicated, or incomplete content and coordinating with SMEs and team leads to ensure every page reflects current processes, policies, and regulatory requirements
Requirements
- experience designing and delivering training programs that support disputes & chargebacks teams is strongly preferred and will be prioritized
- Proficiency in e-learning authoring tools such as Articulate Storyline and Articulate Rise •
- Experience with graphic design or visual communication tools like Canva or Google Slides
- Proven ability to build and manage relationships across internal and external stakeholders
- Willingness and ability to travel globally as needed Nice-To-Haves
- A degree or certification in instructional design & technology or technical writing •
- Experience working within or alongside a BPO partnership model, understanding the nuances of aligning an external training team to internal standards and expectations •
- Experience leveraging AI tools to support content design and development workflows Hands-on
- experience managing a knowledge base platform such as Confluence
- Familiarity with change management principles to support the communication and adoption side of training rollouts
- – Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success.
- – Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.
Experience
- 4+ years in a Learning & Development, instructional design, or corporate training role within an operational environment —
Benefits
- Offer! Compensation and Benefits
- 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 PLN, is: 117,200 - 146,500
- The bonus target for this position is 10% of the applicable base salary, subject to the plan terms and meeting eligibility requirements.
- Along with monetary compensation, Marqeta offers
- Monthly stipend for your home office equipment and connectivity
- Annual development stipend to support your growth and development
- Pension Scheme provided by Allianz
- Employee health through Luxmed with employee cover paid at 100% by Marqeta
- Four floating holidays as additional paid days off to your annual leave entitlement
Additional details
- As Marqeta’s Operations Learning & Development Specialist , to serve as the cornerstone of training excellence for our Global Contact Center Teams.
- In this high-impact role, you will own the full lifecycle of learning — from needs analysis and content design to delivery, facilitation, and continuous improvement — across a globally distributed BPO workforce.
- You will act as the bridge between Marqeta's operational standards and our BPO partners, ensuring every agent handling disputes and customer interactions is equipped with accurate, current, and highly effective training and materials.
- This role sits at the intersection of instructional design, knowledge management, and fintech expertise.
- This role can be performed in a hybrid work model (Tuesday, Wednesday, Thursday onsite) from our Warsaw office. We’d love for you to join us!
- Maintaining a regular review cadence to ensure all content stays accurate, compliant, and aligned with current operational workflows
- Facilitation - Lead Train-the-Trainer (TTT) sessions that prepare BPO team leads and supervisors to confidently deliver disputes processing and phone/email handling curricula
- Process Change Enablement: Serve as the L&D point of contact for operational process changes and system updates — rapidly developing just-in-time training materials and facilitating targeted refresher sessions to minimize disruption and ensure teams are equipped before changes go live
- BPO Relationship: Serve as the primary L&D liaison between Marqeta and BPO training partners, ensuring seamless alignment of training goals, timelines, and execution standards
- Cross-Functional Collaboration: Work closely with subject matter experts across Operations, QA, Compliance, and Product to ensure training content is technically accurate and operationally relevant — managing SME review cycles efficiently without sacrificing content quality or timelines