Learning and Development Specialist- Operations

Learning and Development Specialist—Operations

This role owns the durable enablement assets that allow Global Operations to execute accurately and compliantly across Trevi Pay's platform, programs, and controls. Using instructional design principles, assessing needs, designing curriculum, developing materials, and evaluating effectiveness, the Specialist builds and maintains Standard Operating Procedures, job aids, and knowledge‑base content; owns the LMS and documentation lifecycle; and ensures every operational team has current, role‑specific guidance aligned to the latest system and process changes.

• Build and maintain Standard Operating Procedures, job aids, and knowledge‑base content that drive accurate, compliant execution across Global Operations.
• Assess the nature of each content or change initiative and determine the most effective delivery method (e.g., facilitated training, self‑paced eLearning, job aids, blended approaches), applying learning and development best practices and adult learning theory.
• Use eLearning authoring tools (e.g., Articulate 360 Storyline & Rise, Vyond, Camtasia, or similar) to build learning experiences that include assessments, interactive activities, animated videos, graphics and images, and text‑based content.
• Design and develop learning materials for in‑person, virtual, and hybrid formats, applying instructional design methodologies (e.g., ADDIE) to assess needs, design curriculum, and evaluate effectiveness.
• Deliver, monitor, and assess content and training effectiveness through learner performance, usage data, search success, and time‑to‑competency; utilize feedback to identify needed updates and continuously revise instructional objectives and methods.
• Own the documentation lifecycle: authoring standards, templates, taxonomy, versioning, review cadence, and retirement.
• Build and maintain curriculum within the LMS—course builds, learner paths, assignments, completions, and reporting.
• Translate system, policy, and process changes into clear, role‑specific operational guidance.
• Partner with the Readiness & Delivery Specialist to deliver content on schedule for each release cycle and to align curriculum with release scope.
• Maintain knowledge‑base information architecture (taxonomy, search effectiveness, content health) so frontline teams can find the right content fast.
• Govern content quality—accuracy, voice, structure, accessibility—through review cycles with Operations, Product, Risk, and Compliance SMEs.
• Perform additional duties as assigned to support organizational goals.

• Strong technical writing and instructional design skills, with the ability to translate complex systems and processes into clear, operationally usable content and curriculum.
• Ability to assess operational needs and objectives by conducting needs assessments, using various techniques for knowledge and skill building, and translating concepts into action in the context of learners' day‑to‑day work.
• Solid understanding of learning and development processes and practices for adults.
• Sound judgment in matching delivery method to content, audience, and type of change—grounded in learning and development best practices and adult learning theory.
• Ability to confidently facilitate in a variety of ways (off script, using analogies, examples, stories, etc.).
• At least 1 year of experience with learning content development tools such as Articulate 360 (including both Storyline and Rise), Vyond, and Camtasia.
• Working knowledge of documentation tooling, knowledge‑base systems, and LMS platforms (e.g., Confluence, SharePoint, Mad Cap, Paligo, Docebo, Cornerstone, or similar).
• Strong content governance discipline—taxonomy, versioning, review cadence, lifecycle.
• Operational rigor—understands frontline execution, controls, and risk considerations.
• Learning agility—quickly absorbs new systems, rules, and workflows.
• Influence without authority—partners effectively with Operations leaders, Product, Engineering, Risk, and Compliance SMEs.
• Attention to detail—ensures accuracy in materials, controls, and messaging.
• Continuous improvement mindset—measures…