Hybrid Senior Operations Trainer

at OLX Group

• Job title: Senior Operations Trainer
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Poznan, Poland

About the role

• Senior Operations Trainer overseeing training programs and knowledge initiatives across OLX's international operations in multiple countries. Driving digital transformation through innovative training methodologies and advanced analytics.

Responsibilities

• Design and deliver full-cycle training programs (onboarding, refresher, upskilling, new features) for stakeholders (Customer Support, Moderation, Trust & Safety, mainly Sales).
• Deploy targeted training interventions based on Quality Team insights, data analytics and personal observations, to close identified performance or knowledge gaps.
• Leverage technology for creating engaging training videos, simulations, and interactive learning experiences (eg: using AI-powered tools).
• Create & maintain a unified framework, by synchronizing the training calendar and knowledge standards across all countries, ensuring both global consistency and local adaptation.
• Develop and maintain all knowledge assets (training materials, knowledge base articles, help center content, procedures, templates, and more), ensuring all content adheres to brand guidelines and tone of voice.
• Redesign knowledge base systems following “quality by design” principles, to build foundations for AI-driven solutions like chatbots/emailbots and Agent Assist AI systems.
• Optimize the Help Center UX/UI and content structure to map customer journeys and drive higher rates of self-resolution.
• Use of internal tools to track, organize and complete tasks and initiatives.
• Lead the digital transformation through high-impact, cross-country projects that ensure continuous knowledge innovation (advanced AI solutions and innovative learning experience designs).
• Analyze and report on the effectiveness of training and knowledge initiatives using advanced analytics to measure impact, ROI, and identify optimization opportunities.

Requirements

• Bachelor's degree in Communications, Education, Business Administration, or related field.
• 3+ years of experience in training, knowledge management or related roles.
• 2+ years of experience in active sales is mandatory, with telephone sales experience strongly preferred.
• Proven experience working with training methodologies and standards.
• Background in customer service, sales, or contact center environments preferred.
• Deep understanding of content creation methodologies and instructional design principles.
• Experience with knowledge base platforms, Help Center management, and content management systems.
• Advanced use of AI technologies for content creation, training, and knowledge automation.
• Background in Learning Experience Design (LXD) and UX/UI principles.
• Fluent in English and Polish (written and spoken).
• Additional language (Ukrainian, Romanian, Portuguese, or Bulgarian) is an advantage.

Benefits

• Employment contract with a rich benefits package (benefits available through the MyBenefit platform, including private medical care, life insurance, Multisport card, restaurant card, cinema/theater/concert tickets, vouchers, and more).
• Working in a fast-growing company that impacts the daily lives of millions of users, facilitating win-win transactions.
• A relaxed and informal work environment with opportunities for growth within the company.
• Company events and team outings.
• Opportunities to participate in charity initiatives organized by OLX.
• Extensive development opportunities, including training, webinars, access to an e-learning platform, employer-funded English classes, and much more.