About the Role
As part of SIDE's Global Player Support organization, the Global Learning & Development Lead is responsible for leading the strategy, delivery, and continuous evolution of learning programs that drive operational excellence across global Player Support teams.
This role oversees onboarding, continuous learning, operational readiness, certification, and capability development while leading a team of Learning & Development Specialists. Working closely with Operations, Quality, Workforce Management, Instructional Design, and Client stakeholders, you will ensure learning initiatives are aligned with business objectives, client expectations, and evolving operational needs.
The ideal candidate brings strong Learning & Development experience within Player Support, Customer Experience, BPO, or preferably the gaming industry, along with proven people management experience and a passion for developing high-performing learning teams.
What You'll Be Doing
Learning Strategy & Delivery
- Lead the planning, execution, and continuous improvement of global onboarding, upskilling, cross-skilling, and continuous learning programs.
- Own learning governance, certification frameworks, operational readiness standards, and role-based learning pathways across multiple programs.
- Ensure learning solutions support business goals, operational KPIs, client requirements, and player experience objectives.
- Oversee Train-the-Trainer initiatives, facilitator readiness, and consistent training delivery across global teams.
- Partner with Instructional Design to create engaging learning experiences, including instructor-led training, e-learning modules, digital learning content, videos, and knowledge resources.
- Ensure all learning materials, SOPs, playbooks, assessments, and knowledge articles remain accurate, current, and aligned with operational changes.
Leadership & People Management
- Lead, mentor, coach, and develop a team of Learning & Development Specialists and Trainers to deliver high-quality learning experiences.
- Conduct regular performance reviews, coaching sessions, and career development planning for direct reports.
- Foster a culture of collaboration, accountability, innovation, and continuous learning within the Learning team.
- Build succession plans and identify development opportunities to strengthen team capability.
Operational Partnership
- Collaborate closely with Operations, Quality, Workforce Management, Product, and Client stakeholders to identify capability gaps and implement effective learning interventions.
- Translate QA insights, CSAT/DSAT trends, operational metrics, policy updates, and product launches into targeted training initiatives.
- Support new client implementations, programme launches, process transitions, and operational change management through effective learning strategies.
- Participate in operational calibration sessions and leadership reviews to ensure learning priorities remain aligned with business performance.
- Maintain a strong understanding of frontline operations by regularly reviewing player interactions, quality evaluations, escalation trends, and operational challenges.
- Use operational insights to proactively identify knowledge gaps and continuously improve learning programs
Performance & Continuous Improvement
- Analyse learning data to identify trends, risks, and opportunities for continuous improvement.
- Measure and report on learning effectiveness using assessments, certification outcomes, operational performance, QA trends, productivity, and learner feedback.
- Establish governance around learning quality, facilitator standards, and programme effectiveness.
- Drive innovation by introducing modern learning methodologies, blended learning approaches, and scalable learning solutions.
Requirements
What You'll Bring
- 5–6 years of Learning & Development experience within Player Support, Customer Experience, Customer Support, BPO, or similar operational environment.
- 1–2 years of people management experience, leading Trainers, Learning Specialists, or Learning teams.
- Experience within the gaming industry or supporting gaming clients is highly preferred.
- Strong understanding of adult learning principles, instructional design, onboarding, operational readiness, and learning evaluation methodologies.
- Demonstrated experience building learning strategies, certification programs, governance frameworks, and scalable onboarding programs.
- Strong facilitation and presentation skills across both virtual and classroom environments.
- Experience using operational data, quality insights, and customer feedback to drive learning interventions.
- Excellent stakeholder management skills with the ability to influence leaders across Operations, Quality, Workforce Management, Product, and Client teams.
- Experience with Learning Management Systems (LMS), Microsoft Office Suite, SharePoint, and knowledge management platforms.
- Experience with e-learning authoring tools such as Articulate Storyline, Rise, Camtasia, Canva, or similar tools is advantageous.
Preferred Qualifications
- Professional certifications in Learning & Development, Training, Coaching, or Instructional Design are an advantage.
- Experience leading learning initiatives across multiple global regions or distributed teams.
- Experience supporting large-scale client transitions, operational launches, or transformation programs.
Keys to Success
- Lead a high-performing Learning team that delivers engaging, scalable, and business-focused learning solutions.
- Build strong partnerships with Operations, Quality, Workforce Management, Product, and Client stakeholders to enable operational success.
- Drive continuous improvement through learning analytics, operational insights, learner feedback, and quality performance.
- Ensure onboarding, certification, and continuous learning programs remain aligned with evolving business and client needs.
- Foster a culture of coaching, knowledge sharing, innovation, and continuous capability development.
- Balance strategic leadership with hands-on operational understanding to ensure learning remains practical, relevant, and impactful.
Other Details
Shift type - Rotational (including night shift)
Location - Remote
Benefits
What we offer:
- The opportunity to join our growing business at an exciting time.
- Dynamic and entrepreneurial culture.
Who we are:
Side is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 15+ studios in over a dozen countries across North America, Europe, South America, and Asia.
Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.
Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.
For more information, visit www.side.inc.
