Job Description

Learning Tech Implementation Lead (EverTrainer / Zenarate) – Individual Contributor

About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Timings: Working hours to overlap with US and Europe time zones depending on deployment needs.

Work as an end-to-end implementation lead and platform subject matter specialist for our learning platforms, owning deployments and post-go-live adoption for EverTrainer (powered by Zenarate) across regions. This role is a hands-on individual contributor responsible for driving high-quality implementations, ensuring consistent configuration standards, and supporting scalable adoption through documentation, enablement, and data-driven continuous improvement.

This role partners closely with Learning & Development (L&D), Operations/Delivery, Customer Success, and technical teams to ensure implementations are both technically sound and aligned to learning outcomes.

Duties and Responsibilities

Implementation Delivery (End-to-End Ownership)

• Lead end-to-end EverTrainer implementations across regions, managing timelines, milestones, risks, and stakeholder communication across time zones
• Own delivery quality for deployments from discovery and configuration through testing, go-live, and hypercare
• Drive implementation readiness by coordinating required inputs (access, environments, content, stakeholders, success criteria) and ensuring clear go/no-go decisions
• Support complex, multi-stakeholder deployments and propose solutions for non-standard requirements within platform capabilities

Platform Expertise & Standards (COE-Aligned Contribution)

• Apply and help maintain implementation playbooks, onboarding documentation, and platform configuration guides to ensure consistency across deployments
• Contribute to knowledge management by documenting lessons learned, FAQs, and repeatable solutions to improve future launches
• Provide platform guidance to internal stakeholders (L&D/Delivery/Operations) to promote consistent best practices

Enablement & Adoption Support

• Support Train-the-Trainer (TTT) sessions and internal enablement to help regional teams adopt EverTrainer successfully
• Partner with stakeholders to ensure implementations drive meaningful learning outcomes, not only technical go-lives
• Promote adoption by supporting change management activities (communications, office hours, reinforcement plans) as needed

Continuous Improvement & Data-Driven Delivery

• Track and report key metrics including time-to-go-live, CSAT, and platform adoption; translate insights into actions that improve delivery quality and speed
• Use feedback from learners, trainers, and stakeholders to identify gaps and continuously improve implementation methodology and documentation
• Maintain feedback loops with implementation, product/vendor, and customer success stakeholders to evolve practices over time

Cross-Functional Partnership

• Collaborate with Sales, Customer Success, Product/vendor partners, and L&D teams to support a strong customer journey and post-go-live adoption
• Act as a bridge between technical implementation needs and learning requirements, ensuring solutions are workable and instructionally effective
• Partner with Delivery and Operations teams on realistic deployment timelines and resource planning inputs

Qualifications – Skills & Competencies

Required / Strongly Preferred

• 4+ years in implementation, professional services, learning technology, or SaaS delivery roles
• Hands-on experience implementing Zenarate / EverTrainer end-to-end is strongly preferred
  - Comparable experience with similar platforms may be considered (e.g., Whatfix Mirror, Second Nature AI, ReflexAI, Observe.AI, Cresta, SymTrain, Solidroad)
• Demonstrated ability to own end-to-end implementations independently (not only support/administration)
• Strong stakeholder management and communication skills across cross-functional teams and time zones
• Data-driven mindset: comfortable using KPIs and adoption metrics to guide decisions and improve outcomes
• Solid understanding of L&D principles and how learning technology supports skill building at scale
• High ownership, flexibility, and ability to operate effectively in a global environment