Learning and Development Analyst managing LMS at PCL Constructors Inc. in Edmonton, focusing on technical support and stakeholder collaboration.
About the role
- Senior Manager of Learning & Development at Rain, leading scalable CX learning strategies for internal teams and BPO partners.
Responsibilities
- Design tier-based CX skill progression (T1 → Escalation-Ready → Advanced)
- Establish certification standards tied to escalation authority
- Define structured onboarding for internal and BPO teams
- Administer and optimize Docebo
- Configure learning paths, segmentation, certifications, reporting
- Build dashboards tied to QA and operational metrics
- Translate QA trends into structured training programs
- Standardize training across Rain and Horatio
Requirements
- 7+ years in Learning & Development, CX Enablement, or Technical Training
- Demonstrated experience implementing and administering Docebo (or comparable LMS)
- Experience designing certification frameworks tied to performance metrics
- Experience working with BPO environments
- Experience supporting technical or fintech teams preferred
- Fintech experience (neobank or card issuing experience gets extra brownie points)
Benefits
- Unlimited time off
- Flexible working
- Health insurance
- 401(k) with a 4% company match
- Equity plan
- Team summits
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