WELCOME TO OLX We're building environmentally responsible. We do this with
WELCOME TO OLX We're building
marketplace sustainable ecosystems
that millions of people depend on every month – to buy and sell cars, find homes, land jobs, and trade secondhand goods. It's commerce that matters:
safe, smart,
environmentally responsible.
We do this with
courage
to innovate,
commitment
to outcomes,
collaboration
across 50+ nationalities and 7 markets, and a
customer-led
approach that puts real people first. Add a
desire to win
– and you get a culture that's ambitious, fast-moving, and built on trust. Our brands – including Auto Trader, OLX, Otomoto, Property24, and more – are loved by millions. And we're backed by Prosus, one of the world's largest tech investors.
We are looking for a Senior Operations Trainer who will play a key role in building operational excellence across our international organization. This position is responsible for delivering high-impact training programs, maintaining and evolving knowledge content, and leading complex, multi-country training and knowledge initiatives. The role focuses on the strategic orchestration of knowledge assets, leveraging advanced analytics, AI-driven solutions, and Learning Experience Design principles to create scalable, high-quality learning experiences across 5 countries and 12 business units. As a senior contributor, you will drive digital transformation by designing unified, automated training and knowledge systems that improve efficiency, reduce operational costs, and enhance the customer self-service journey.
Key Responsibilities
Design and deliver full-cycle training programs (onboarding, refresher, upskilling, new features) for stakeholders (Customer Support, Moderation, Trust & Safety, mainly Sales).
Deploy targeted training interventions based on Quality Team insights, data analytics and personal observations, to close identified performance or knowledge gaps.
Leverage technology for creating engaging training videos, simulations, and interactive learning experiences (eg: using AI-powered tools).
Create & maintain a unified framework, by synchronizing the training calendar and knowledge standards across all countries, ensuring both global consistency and local adaptation.
Develop and maintain all knowledge assets (training materials, knowledge base articles, help center content, procedures, templates, and more), ensuring all content adheres to brand guidelines and tone of voice.
Redesign knowledge base systems following “quality by design” principles, to build foundations for AI-driven solutions like chatbots/emailbots and Agent Assist AI systems.
Optimize the Help Center UX/UI and content structure to map customer journeys and drive higher rates of self-resolution.
Use of internal tools to track, organize and complete tasks and initiatives.
Lead the digital transformation through high-impact, cross-country projects that ensure continuous knowledge innovation (advanced AI solutions and innovative learning experience designs).
Analyze and report on the effectiveness of training and knowledge initiatives using advanced analytics to measure impact, ROI, and identify optimization opportunities.
Knowledge And Experience
Bachelor's degree in Communications, Education, Business Administration, or related field.
3+ years of experience in training, knowledge management or related roles.
2+ years of experience in active sales is mandatory, with telephone sales experience strongly preferred.
Proven experience working with training methodologies and standards.
Background in customer service, sales, or contact center environments preferred.
Deep understanding of content creation methodologies and instructional design principles.
Experience with knowledge base platforms, Help Center management, and content management systems.
Advanced use of AI technologies for content creation, training, and knowledge automation.
Background in Learning Experience Design (LXD) and UX/UI principles.
Fluent in English and Polish (written and spoken).
Additional language (Ukrainian, Romanian, Portuguese, or Bulgarian) is an advantage.
What Can We Offer
Employment contract with a rich benefits package (benefits available through the My Benefit platform, including private medical care, life insurance, Multisport card, restaurant card, cinema/theater/concert tickets, vouchers, and more).
Working in a fast-growing company that impacts the daily lives of millions of users, facilitating win-win transactions.
A relaxed and informal work environment with opportunities for growth within the company.
Company events and team outings.
Opportunities to participate in charity initiatives organized by OLX.
Extensive development opportunities, including training, webinars, access to an e-learning platform, employer-funded English classes, and much more.
Diversity, Equity and Inclusion at OLX
OLX values diversity and welcomes applicants of all races, ethnicities, disabilities, ages, genders, sexual orientations, religions, backgrounds, and experiences to apply. If this role excites you, we encourage you to apply, even if you don't meet all the requirements - you may be just the right fit for this or other opportunities with us!
