Learning Operations Specialist

About the Role

Lyft is looking for a Learning Operations Specialist to support Customer Care Operations (CCO) by managing training operations end to end, strengthening learning effectiveness through data, and creating engaging training experiences. This position combines strong operational execution with instructional design capability, including LMS administration, dashboard management, and development of learning content for the assigned segment. The role reports to the CCO Learning & Performance Program Lead.

The ideal candidate is highly organized, comfortable working with data, and able to build training experiences that are practical, polished, and aligned with business needs. The role also involves working across teams and time zones to keep learning programs running smoothly.

Training Design & Facilitation

• Build trusted relationships with stakeholders, align expectations, prepare project plans, and share regular progress updates.
• Coordinate the logistics for both in-person and virtual learning sessions.
• Work closely with Workforce Management to schedule training efficiently.
• Draft and send training communications that include materials, completion steps, and clear learner expectations.
• Own the full lifecycle of learning solution design and development, including eLearning, job aids, knowledge checks, and blended learning materials for the assigned segment.
• Use generative AI tools to improve content creation speed and support development workflows.
• Deliver instructor-led and virtual training for agents, trainers, and leaders across SCC and BPO partner locations.
• Create learning assets with tools such as Articulate 360, Canva, Vyond, and Camtasia to support self-paced learning, practice, and performance support.
• Work with Learning Designers and Program Leads to shape projects, improve design practices, and contribute to shared team resources.
• Review learning content, suggest edits, and help maintain quality standards.
• Respond to urgent training requests and adjust priorities quickly in a fast-moving environment.

Program Analysis & Dashboard Management

• Maintain and improve learning dashboards, including LP Metrics Dashboard and Speed to Green Dashboard, to surface trends for stakeholders and leadership.
• Create and share completion reports, then analyze completion data, knowledge check results, and performance behaviors to identify improvement opportunities.
• Review learner feedback from sources such as trainer and course surveys and present findings on a regular basis.
• Partner with stakeholders to connect learning outcomes with business indicators such as quality scores, customer sentiment, and AHT for the assigned segment.
• Assess training programs and curricula for effectiveness and return on investment, then present data-backed recommendations to leadership.

LMS Administration

• Act as the main SCC administrator for the Docebo LMS and manage daily operations to support a strong learner experience.
• Maintain Docebo groups and SCC catalogs, keeping them accurate and aligned with Workday, and serve as the primary contact for LMS vendors and related stakeholders.
• Investigate and resolve LMS issues by working with internal teams and vendors, including Jira ticket management when required.
• Audit existing LMS courses to verify relevance, accuracy, and usability.
• Promote effective LMS practices and help ensure the platform is used to its full potential across the organization.

Experience and Skills

This role calls for at least 2 years of experience in learning operations, instructional design, training coordination, or a similar function. An undergraduate degree or equivalent practical experience is required. Candidates should be comfortable working in LMS systems, preferably Docebo, and handling content management, user administration, and reporting.

Experience with tools such as Articulate 360, Canva, Vyond, and Camtasia is important, as is familiarity with generative AI applications for learning content creation. The role also requires the ability to develop learning in formats such as ILT, blended learning, microlearning, and job aids, with preferred knowledge of adult learning frameworks like ADDIE and Action Mapping.

Strong Excel skills are needed, including pivot tables, VLOOKUP, and other data analysis tools. The position also expects experience reading LMS reports, turning data into usable insights, and sharing those insights with audiences at different levels. Project management capability, ideally with Agile SCRUM and Jira exposure, is preferred. Excellent writing, speaking, attention to detail, cross-functional collaboration, independent working style, and the ability to manage several priorities under deadline are essential. Familiarity with Google Suite is also expected.

Benefits

• Medical, dental, and vision coverage, with additional programs available once enrolled
• Mental health support
• Family-building benefits
• Child care and pet support benefits
• 401(k) plan with company match
• Paid time off beyond 12 observed holidays; salaried team members receive discretionary PTO, while hourly team members receive 15 days of PTO
• 18 weeks of paid parental leave for biological, adoptive, and foster parents
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership

Work Arrangement

This is a hybrid office role based in Nashville, TN. Team members are expected in the office three days each week: Monday, Wednesday, and Thursday. Working from the office at least three days per week is treated as an essential part of the role. Hybrid team members may work from anywhere for up to four weeks each year.

Equal Opportunity and Hiring Notes

Lyft is committed to an inclusive workplace and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, genetic information, or any other protected characteristic under law. Candidates with criminal histories are also considered in line with applicable federal, state, and local requirements.

Compensation

The expected base salary range for this role in the Nashville area is $59,040 to $73,800 per year, excluding possible equity, bonus, and benefits. Final compensation depends on qualifications, experience, and geographic location.