I led the redesign and ongoing improvement of new hire training across several departments within the Global Support Org, including Customer Experience, Merchant Operations, and Content Operations.

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Working with stakeholders, I gathered key data and metrics to shape the scope and sequence of training. I partnered with directors, VPs, and SMEs to define content and worked alongside a team of designers to create engaging, streamlined learning experiences. We retired outdated materials, built new decks, and ran train-the-trainer sessions with Delivery to ensure a smooth transition.

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One of the most impactful projects was redesigning the Content Operations curriculum. I worked with SMEs and Workforce Management to align the training to evolving operational needs. We moved to a staggered training model that allowed new hires to onboard, gain real experience, and then level up through targeted, queue-specific training. We also used QA data to roll out refresher training in waves. This approach minimized disruptions and kept performance high across teams.