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 solid 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 Traine

📌 Learning & Development Lead (Bengaluru)
🏢 SIDE
📍 Bengaluru