Learning & Development Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Learning & Development Lead based in India.

This role is an opportunity to lead the learning strategy for a global Player Support organization, driving capability development across distributed teams. You will shape onboarding, continuous learning, certification, and operational readiness programs that directly impact service quality and customer experience. The position combines strategic ownership with hands-on leadership, working closely with Operations, Quality, Workforce Management, and other key stakeholders. You will manage and develop a team of learning professionals while building scalable learning solutions for a fast-moving global environment. The ideal candidate will bring strong expertise in Learning & Development, operational training, and people leadership. This is a high-impact role for someone passionate about creating engaging learning experiences and enabling teams to perform at their best.

Accountabilities:: The Learning & Development Lead will own the design, execution, and continuous improvement of global learning programs while ensuring alignment with operational goals, client expectations, and evolving business needs. The role requires strong leadership, stakeholder collaboration, and the ability to translate operational insights into effective learning solutions.

Lead the strategy, planning, and delivery of onboarding, upskilling, cross-skilling, certification, and continuous learning programs across global teams.

Own learning governance frameworks, certification standards, operational readiness programs, and role-based learning pathways.

Ensure learning initiatives support business objectives, operational KPIs, quality standards, and customer experience goals.

Manage, mentor, and develop a team of Learning & Development Specialists and Trainers through coaching, performance reviews, and career development planning.

Build a culture of accountability, collaboration, innovation, and continuous improvement within the learning function.

Partner with Instructional Design teams to create engaging learning content, including instructor-led training, digital modules, videos, assessments, and knowledge resources.

Ensure training materials, SOPs, playbooks, and knowledge documentation remain accurate and aligned with operational changes.

Collaborate with Operations, Quality, Workforce Management, Product, and client stakeholders to identify capability gaps and implement targeted learning interventions.

Use quality insights, customer feedback, operational metrics, and performance trends to improve learning effectiveness.

Support new program launches, client implementations, process changes, and operational transformation initiatives through effective learning strategies.

Analyze learning performance data and establish measurement frameworks to evaluate training impact and continuous improvement opportunities.

Introduce modern learning methodologies, blended learning approaches, and scalable solutions to improve team capability.

Requirements:

The ideal candidate should have strong Learning & Development expertise within an operational environment, along with proven experience leading teams and designing scalable learning programs. The role requires excellent communication skills, stakeholder management abilities, and a passion for developing high-performing teams.

5–6 years of experience in Learning & Development, training, customer support, player support, BPO, or similar operational environments.

1–2 years of experience managing Trainers, Learning Specialists, or L&D teams.

Experience supporting gaming operations or gaming clients is highly preferred.

Strong knowledge of adult learning principles, instructional design, onboarding methodologies, and learning evaluation techniques.

Proven experience developing learning strategies, certification programs, governance frameworks, and scalable training solutions.

Strong facilitation and presentation skills across virtual and classroom-based learning environments.

Ability to use operational data, quality metrics, and customer insights to create effective learning interventions.

Excellent stakeholder management skills with the ability to influence cross-functional leaders.

Experience working with Learning Management Systems (LMS), Microsoft Office Suite, SharePoint, and knowledge management platforms.

Familiarity with e-learning development tools such as Articulate Storyline, Rise, Camtasia, Canva, or similar platforms is an advantage.

Professional certifications in Learning & Development, coaching, training, or instructional design are preferred.

Experience managing learning initiatives across global regions, distributed teams, or large-scale operational programs is a plus.

Ability to work effectively in a remote environment with rotational shifts, including night shifts.

Benefits:

Opportunity to join a growing global organization at an exciting stage of development.

Dynamic and entrepreneurial work environment with opportunities to make a meaningful impact.

Remote work flexibility.

Exposure to global teams and international operational programs.

Opportunities for professional growth, learning, and career development.

Collaborative culture focused on innovation, ownership, and continuous improvement.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1