Job Specifications
Yahoo serves as a trusted guide for hundreds of millions of people globally, helping them achieve their goals online through our portfolio of iconic products. For advertisers, Yahoo Advertising offers omnichannel solutions and powerful data to engage with our brands and deliver results.
About The Role
The Yahoo Member Services Learning & Development team supports the global agents who assist Yahoo and AOL members with everything from account recovery and billing to product support and subscriptions. Our job is to ensure those agents are knowledgeable, confident, and empowered to deliver an outstanding customer experience.
We are looking for a proactive, detail-oriented Learning & Development Specialist to help us execute and scale the learning experiences, tools, and knowledge resources that support our agents every day.
This role is more than administrative support. It is a critical, high-trust position that enables the team to work more efficiently and strategically. You will manage key operational and content tasks that support execution, reduce friction, and create capacity for deeper instructional design and analysis work across the team.
You will gain broad experience across instructional design, internal communications, knowledge management, and learning operations. This position serves as an excellent launchpad for a career in Learning and Development (L&D), customer experience, or content strategy. You will also have the opportunity to learn directly from a skilled and collaborative team of Instructional Designers who are passionate about mentoring and helping you grow.
What You'll Do
Training and Content Development
Assist in designing and developing learning content in a variety of formats, including eLearning, microlearning, instructor-led, blended, and video-based experiences.
Create and maintain performance support tools such as scripts, infographics, job aids, and assessments.
Help develop and edit short-form videos to support product launches, tools, policies, and sales topics.
Maintain structured new hire learning paths and course maps.
Support launches by preparing materials and coordinating training logistics.
Knowledge Management
Write and update internal support articles that help agents understand and navigate products, tools, policies, and processes.
Partner with subject matter experts to gather information and translate it into clear, actionable guidance for a global audience.
LMS and Reporting
Manage our Learning Management System, including adding courses, managing enrollments, tracking completions, and generating reports.
Assist in scheduling and tracking training initiatives and completions.
Collaboration and Communication
Collaborate closely with teammates, stakeholders, and vendor partners to execute learning solutions.
Communicate clearly and proactively, keeping others informed and making recommendations to improve how we work and support agents.
What You Bring to the Table
We are looking for someone early in their career or someone transitioning into learning and development who demonstrates initiative, communication skills, and an ability to learn quickly. You do not need extensive experience, but you should bring strong fundamentals and a desire to grow.
You are a strong fit for this role if you:
Communicate clearly and write concisely for a variety of audiences
Enjoy helping others learn and creating content like job aids, onboarding guides, or process documentation
Are organized, detail-oriented, and manage your time and tasks reliably
Take ownership of your work, ask questions when needed, and follow through on commitments
Are someone others rely on to bring clarity and get things done
Proactively identify opportunities to improve systems, processes, or content, and are comfortable suggesting solutions
Learn new tools quickly and look for ways to work more efficiently
Are adaptable, curious, and eager to grow your skills by doing real, hands-on work
Stay informed about the role of AI in learning and operations, and are excited to explore innovative, ethical ways to apply it
Preferred Qualifications
These are not required, but they will help you stand out:
Experience with a Learning Management System (Reach 360, SuccessFactors, or similar)
Familiarity with content development tools (Rise 360, Storyline, Captivate, or similar)
Experience creating or editing instructional videos using Vyond, Camtasia, or similar
Exposure to knowledge management tools, CMS platforms, or content operations
Background in customer support, call centers, or working with vendors or outsourced teams
Basic HTML or structured content editing experience
Experience generating reports or dashboards related to learning activity, training completion, or performance trends
Internships, student projects, or previous roles that show process improvement, writing, or structured communication
A Day in the Life
You might start the day by updating a help article based on a new billing pol