Learning Operations Specialist

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Lyft connects people to transportation to change the way we live and get around our communities. The Learning Operations Specialist plays a pivotal role in owning segment training support end to end, driving data-driven performance insights, and developing high-quality learning experiences across the Customer Care Operations (CCO) organization. This role 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 their assigned segment. This position reports directly to the CCO Learning & Performance Program Lead. We are seeking a detail-oriented, analytically minded, and creatively driven candidate who is passionate about optimizing learning operations and building impactful training experiences.

Responsibilities:

• Training Design & Facilitation
  • Build and maintain stakeholder relationships to manage expectations, create project plans, and provide regular project status updates.
  • Organize and manage logistics for both on-site and virtual training sessions.
  • Collaborate with the Workforce Management (WFM) team to schedule training sessions efficiently.
  • Write and deliver training announcements with all necessary materials, completion instructions, and clear expectations.
  • Own the end-to-end design and development of learning solutions including eLearning courses, job aids, knowledge checks, and blended learning content for their assigned segment.
  • Leverage generative AI tools to enhance content creation and streamline the development process.
  • Facilitate instructor-led and virtual training sessions for agents, trainers, and leaders across SCC and BPO partner sites.
  • Produce learning materials using tools such as Articulate 360, Canva, Vyond, and Camtasia to promote self-study, practice, and performance support.
  • Collaborate with Learning Designers and Program Leads in conceptualizing, designing, and organizing projects; contribute to design best practices and shared team resources.
  • Review learning solutions and assist in necessary edits for quality assurance and continuous improvement.
  • Address ad-hoc training needs and adjust project priorities accordingly in a fast-paced environment.
• Program Analysis & Dashboard Management
  • Manage and enhance learning metrics dashboards (L