Operations Learning & Development Specialist

As Marqeta’s Operations Learning & Development Specialist, to serve as the cornerstone of training excellence for our Global Contact Center Teams. In this high-impact role, you will own the full lifecycle of learning — from needs analysis and content design to delivery, facilitation, and continuous improvement — across a globally distributed BPO workforce. You will act as the bridge between Marqeta's operational standards and our BPO partners, ensuring every agent handling disputes and customer interactions is equipped with accurate, current, and highly effective training and materials. This role sits at the intersection of instructional design, knowledge management, and fintech expertise. This role can be performed in a hybrid work model (Tuesday, Wednesday, Thursday onsite) from our Warsaw office. We’d love for you to join us! The Impact You’ll Have Curriculum Design & Development: Own the end-to-end design and development of training programs for operational teams — building structured curricula that sequence foundational knowledge, procedural skills, and applied practice across multiple formats including instructor-led training, self-paced e-learning, job aids, and blended programs. Maintaining a regular review cadence to ensure all content stays accurate, compliant, and aligned with current operational workflows Content Lifecycle Management: Oversee the full lifecycle of knowledge articles from creation to retirement — conducting regular audits to flag outdated, duplicated, or incomplete content and coordinating with SMEs and team leads to ensure every page reflects current processes, policies, and regulatory requirements Facilitation - Lead Train-the-Trainer (TTT) sessions that prepare BPO team leads and supervisors to confidently deliver disputes processing and phone/email handling curricula Process Change Enablement: Serve as the L&D point of contact for operational process changes and system updates — rapidly developing just-in-time training materials and facilitating targeted refresher sessions to minimize disruption and ensure teams are equipped before changes go live BPO Relationship: Serve as the primary L&D liaison between Marqeta and BPO training partners, ensuring seamless alignment of training goals, timelines, and execution standards Cross-Functional Collaboration: Work closely with subject matter experts across Operations, QA, Compliance, and Product to ensure training content is technically accurate and operationally relevant — managing SME review cycles efficiently without sacrificing content quality or timelines Continuous Improvement: Regularly gather feedback from learners, managers, and operational metrics to evaluate the real-world impact of training programs — proactively proposing and implementing improvements that keep the learning function tightly aligned with evolving business needs Performance Analysis: Partner closely with Operations, Quality Assurance, BPO Teams to analyze performance data, trends, and audit findings — translating insights into targeted training interventions Who You Are 4+ years in a Learning & Development, instructional design, or corporate training role within an operational environment — experience designing and delivering training programs that support disputes & chargebacks teams is strongly preferred and will be prioritized Proficiency in e-learning authoring tools such as Articulate Storyline and Articulate Rise Experience with graphic design or visual communication tools like Canva or Google Slides Proven ability to build and manage relationships across internal and external stakeholders Highly organized and detail-oriented, with strong instincts for managing competing deadlines Exercises sound judgment in ambiguous, fast-moving situations Willingness and ability to travel globally as needed Nice-To-Haves A degree or certification in instructional design & technology or technical writing Experience working within or alongside a BPO partnership model, understanding the nuances of aligning an external training team to internal standards and expectations Experience leveraging AI tools to support content design and development workflows Hands-on experience managing a knowledge base platform such as Confluence Familiarity with change management principles to support the communication and adoption side of training rollouts Ability to present data-backed recommendations to Operations and L&D leadership, connecting training activity to measurable outcomes like reduced error rates, faster ramp time, or improved QA scores Your Manager Leilanie Calalang, Senior Manager of Learning Development Recruiter For This Role Agata Wojciechowska Typical Process Application Submission Recruiter phone call Hiring manager video call Virtual “Onsite” consisting of 4-5, 45 min calls Offer! Compensation and Benefits When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in PLN, is: 117,200 - 146,500 The bonus target for this position is 10% of the applicable base salary, subject to the plan terms and meeting eligibility requirements. Along with monetary compensation, Marqeta offers Monthly stipend for your home office equipment and connectivity Annual development stipend to support your growth and development Pension Scheme provided by Allianz Employee health through Luxmed with employee cover paid at 100% by Marqeta Four floating holidays as additional paid days off to your annual leave entitlement In-office amenities including: drinks and snacks, wellness room, dedicated barista, community events onsite MultiSport Plus membership offerings About Marqeta Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all. Marqeta’s Values – Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do. – Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish. – Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes. – Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team. – Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right. Equal Employment Opportunity, Accommodations and Privacy Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements. Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.