L&D Project Manager

TL;DR

L&D Project Manager (Support Operations): Diagnose operational performance problems and translate them into clear strategic initiatives for the Instructional Design team with an accent on analytics, diagnostics, and impact assessment. Focus on monitoring KPIs, assessing release impacts, and evaluating training effectiveness through pre/post performance analysis.

Location: Mexico, Hybrid Work

Company

hirify.global (ex Different Technologies) is a high-growth fintech company focused on support operations.

What you will do

• Monitor daily operational performance metrics, track KPIs across agents, supervisors, and hiring waves.
• Identify performance drops, degrading cohorts, and weak clusters; correlate root causes with product releases and process changes.
• Assess risks of upcoming releases on QA, time-to-productivity, and case complexity; flag training priorities.
• Evaluate training impact via pre/post analysis, compare new hires vs tenured agents, and translate data into L&D strategy.

Requirements

• Proven experience in Project Management, L&D, Operations, or Product Training.
• Strong analytical mindset, comfortable with data and dashboards; formulate hypotheses on performance metrics.
• Operational acumen in Sales or Support environments; deep knowledge of KPIs like CSAT, QA, AHT, Conversion Rate.
• Problem-solving skills to translate business challenges into learning initiatives; cross-functional collaboration.

Nice to have

• Understanding of Kirkpatrick evaluation framework (Levels 3 and 4).
• Experience with BI tools like Tableau or Superset.
• Advanced Excel or Google Sheets skills.
• Background in high-growth tech, fintech, or delivery environments.