Learning and Development Project Manager

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

As the L&D Project Manager under the guidance of the Global L&D Manager, you will ensure seamless and effective training workflows across our operational projects. Your responsibilities involve partnering closely with operations managers, project training teams, and clients to ensure smooth project-specific training, nesting, upskilling, and knowledge management processes. Furthermore, you will lead or contribute to client engagements, RFPs, and internal audits, aiming for continuous improvement in our training practices. Your mission is to equip our teams with the skills they need to excel, aligning with our commitment to success!

What are we looking for? Our L&D Project Manager has a knack for the following skills:

Leadership:

• Lead or participate in RFPs and client presentations as the representative for Global L&D, showcasing our training capabilities and expertise.
• Foster collaboration within the project training team, leveraging diverse strengths to achieve optimal program outcomes.

Analytics:

• Work closely with the Player Engagement Auditor to identify training process and knowledge management gaps and collaborate with project Operations and training teams to address these gaps effectively. 
•  Use data insights to guide curriculum development, delivery methods, and resource allocation, ensuring maximum impact.

Communication:

• Collaborate effectively with various stakeholders, including Operational Managers, training teams, and clients. Adapt your communication style to different audiences and ensure clear, concise messaging  in order to develop and implement streamlined and effective Project Specific Training (PST), Nesting, Upskilling, and Knowledge Management workflows and success measures. 
• Craft compelling narratives that resonate with learners and stakeholders, promoting buy-in for L&D initiatives.

Business:

• Partner with clients, Player Engagement Managers, and Training team members to support new project launches, including Train-the-Trainer (TTT) sessions, curriculum design and delivery, training agreement checklists, and ensuring PST and Nesting programs are established with remediation procedures in place.

You'd be a great fit for this role if you have:

• Minimum of 3 years of relevant experience in center or BPO environments supporting voice & non-voice programs with 100+ FTE employees.
• Proficient in client communication, expectation management, and delivering compelling presentations for both internal stakeholders and external clients.
• Skilled in developing Train-the-Trainer programs for effective training delivery.
• Ability to develop ramp plans based on client requirements and operational milestones for smooth project transitions and ramp-ups.
• Bachelor’s degree in Business Administration, Organizational Development, Human Resources, or related field; or equivalent experience.
• Certification in Six Sigma, CLDP, COPC, or Project Management is advantageous.
• Strong understanding of ADDIE learning model and instructional design principles.
• Proficient in problem-solving and addressing training-related challenges.
• Demonstrated project management skills, managing multiple projects and meeting deadlines.
• Excellent verbal and written communication skills, able to articulate complex concepts clearly and build effective partnerships with different stakeholders.