Learning & Development Specialist - GCC (Night Shift Operations)

Opportunity To Unlock Your Creativity

Think of all the times you were held back from trying new ideas because you were boxed in by bureaucratic legacy processes or old school tactics. Having a growth mindset is deeply ingrained into our company culture since day 1 so Fictiv is an environment where you have the creative liberty and support of the team to try big bold ideas to achieve our sales and customer goals.

Opportunity To Grow Your Career

At Fictiv, you'll be surrounded by supportive teammates who will push you to be your best through their curiosity and passion.

Impact In This Role

This role partners closely with HR, Operations, Quality, Product, and Team Leads but does not own employee relations, policy interpretation, payroll, benefits, leave, disciplinary action, or formal performance management processes. Employee questions or matters outside the learning scope should be redirected to the appropriate HR or management owner.

Shift alignment: Operates in the North America shift with partial overlap into the India day shift to support coordination across global L&D, Operations Product, and HR stakeholders as needed for learning program alignment.

Daily learning operations support: Coordinate and support routine L&D activities including training schedules, onboarding learning logistics, LMS tracking, learner communications, training completion follow-up, and new-hire learning progress reporting.

What You’ll Be Doing

Areas of Responsibility:

        1. Training Delivery & Facilitation

• Onboarding & Foundational Training: Facilitate onboarding learning programs for new hires covering company platforms, proprietary software, company workflows, and core product knowledge.
• Skill-Based Workshops: Deliver training sessions on customer service, professional communication, and quality standards.
• Continuous Upskilling: Conduct regular training sessions on technical system updates, new AI tools, and evolving process workflows.
• Refresher Training: Run quarterly skill reinforcement sessions to fix knowledge gaps and maintain high process adherence among existing staff.
• Blended Learning Delivery: Select and use appropriate learning formats (classroom, virtual, self-paced, or blended) based on the audience and business needs.
  2. Content Development & Stakeholder Management
• Material Creation: Design and build clear instructional assets, including facilitator guides, participant workbooks, presentation decks, quick-reference job aids, and basic e-learning modules.
• Content Maintenance: Partner with internal stakeholders, product experts, and team managers to update training materials, process guides, and job aids whenever software, tools, or customer support procedures change.
• Strategic Alignment: Partner with Customer Service (CS) leadership to forecast future growth and map out upcoming training needs for the team.
  3. Coaching & Performance Evaluation
• Training Needs Analysis: Review call, email, and workflow examples in partnership with Team Leads and Quality/Ops stakeholders to identify recurring gaps and training needs.
• Skill Coaching: Provide targeted learning reinforcement and practice support to help team members apply training concepts, improve workflow understanding, and strengthen customer support.
• New-Hire Learning Progress: Track new-hire learning progress through their first 30-60-90 days, coordinating with Team Leads to identify training gaps and provide targeted refresher support.
  Effectiveness Tracking: Evaluate training effectiveness using knowledge checks, assessments, learner feedback, completion data and post-training skill application trends.
  4. Training Coordination, Admin & LMS
• Logistics Management: Organize training schedules, handle calendar invites, prepare materials, and accurately track session attendance.
• LMS Administration: Manage the Learning Management System (LMS) by uploading digital courses, assigning learning tracks, and keeping user records clean and updated.
• Reporting & Dashboards: Compile clear reports, summaries, and dashboards on training completion rates, learner feedback, assessment results, refresher needs and learning progress for leadership.
• Vendor Support: Assist with the administrative management of external training vendors, facilitators, or content providers as required.
  5. Culture & Leadership Enablement
• Leadership Enablement: Help Team Leads understand training outcomes, reinforce learning expectations, and identify where additional learning support may be needed for their teams.
• Advanced Facilitation: Assist in running workshops focused on global mindsets, strategic thinking, and collaborative leadership.
• Living our Core Values: Help reinforce company culture and core values across the GCC through learning activities, workshops, onboarding content, and manager enablement resources.

Desired Traits:

Education & Experience

Degree: Bachelor's degree (Education, Business, Human Resources, Engineering or a related field is a plus). Training certifications (like Train-the-Trainer) are a bonus.

Experience: 2–4 years of relevant experience in training facilitation and content development, (classroom, virtual, or blended). Up to 10 years of overall working experience (ideally in customer service or a GCC).

• Technical Skills
• LMS: Comfortable using an LMS (Learning Management System) and quick to learn new software.
• MS Office: Strong skills in PowerPoint, Excel, and Word to create reports and presentations.

Process Focus: Ability to read technical data, system updates, and manual procedures, and translate them into simple training points.

Core Skills & Attributes

Communication: Excellent written and verbal communication. Confident speaking in front of groups and handling feedback sessions smoothly.

Data & Tracking: Ability to track and interpret learning data, including attendance, completion rates, assessment results, learner feedback, and post-training application indicators.

Organization: Strong planning skills to manage training schedules, deadlines, and materials without losing attention to detail.

Mindset: Understands the daily pace of customer support/GCC work, works well with teams, and handles learner data, training records, and sensitive learning feedback with maturity.

Travel: Open to domestic and international travel if required.

Interested in learning more?  We look forward to hearing from you soon.