Operations Learning & Development Specialist

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! The Impact You’ll Have 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. Maintaining a regular review cadence to ensure all content stays accurate, compliant, and aligned with current operational workflows  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Oversee the full lifecycle of knowledge articles from creation to retirement — conducting regular audits to flag outdated, duplicated, or incomplete content and coordinating with SMEs and team leads to ensure every page reflects current processes, policies, and regulatory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 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 Continuous Improvement: Regularly gather feedback from learners, managers, and operational metrics to evaluate the real-world impact of training programs — proactively proposing and implementing improvements that keep the learning function tightly aligned with evolving business needs Performance Analysis: Partner closely with Operations,  Quality Assurance, BPO Teams to analyz...