Learning & Development Manager

Job Summary

The Learning & Development Manager – CX Training provides strategic leadership and governance for Customer Experience training programs across assigned accounts and sites. The role leads Training Supervisors and Trainers while partnering with Operations, Quality, WFM, clients, and key stakeholders to ensure training drives learner readiness, operational performance, and customer experience.

The Manager develops scalable learning strategies, ensures consistent training standards and execution, manages resources and risks, and uses data-driven insights to drive continuous improvement and business results.

Strategic Leadership & People Development

• Lead and develop Training Supervisors and Trainers across assigned programs and sites.
• Set performance expectations, coach leaders, and drive talent, succession, and development plans.
• Build a culture of accountability, collaboration, innovation, and continuous improvement.

Training Strategy & Governance

• Oversee new hire, upskilling, refresher, cross-training, leadership, and CX learning programs.
• Develop scalable training strategies aligned with business, client, and L&D requirements.
• Ensure consistent training standards, methodologies, governance, and execution.
• Oversee programs from implementation and launch through production handoff and performance review.

Business & Client Partnership

• Partner with Operations, Quality, WFM, clients, and other stakeholders to align training priorities and solutions.
• Translate business challenges into learning strategies and action plans.
• Lead stakeholder discussions, manage commitments, and escalate risks with recommended mitigation plans.

Training Performance & Business Outcomes

• Monitor training KPIs, learner readiness, graduation, utilization, and post-training performance.
• Use data and operational insights to identify gaps and drive targeted interventions and improvements.
• Partner with Operations and Quality to improve training effectiveness and business outcomes.
• Ensure training readiness activities, including system access and testing, are completed on time.

Trainer Capability & Certification

• Establish trainer certification, re-certification, and development strategies.
• Oversee Train-the-Trainer programs and ongoing process, product, facilitation, and CX mastery.
• Monitor trainer performance and implement capability-building initiatives.

Curriculum & Learning Strategy

• Provide strategic direction for curriculum development and governance.
• Ensure learning solutions address business needs, learner requirements, and performance gaps.
• Partner with Instructional Design and Content Development teams to maintain relevant, effective, and consistent learning materials.
• Use Training Needs Analysis (TNA), feedback, and performance data to guide learning interventions.

Resource Planning & Capacity Management

• Own training resource and capacity planning across assigned programs.
• Partner with WFM and Operations on staffing, scheduling, utilization, and resource allocation.
• Support forecasting, business planning, and L&D budget requirements.

Risk Management & Escalation

• Identify and manage risks related to staffing, systems, curriculum, learner readiness, schedules, and resources.
• Lead resolution and recovery plans for critical training and implementation issues.
• Coordinate with cross-functional teams to address training-impacting risks.

Reporting & Analytics

• Establish reporting standards and review training performance, trends, risks, and opportunities.
• Translate data into actionable insights for leadership and clients.
• Lead business reviews and track improvement initiatives, commitments, and action plans.

Continuous Improvement & L&D Transformation

• Lead initiatives that improve training quality, efficiency, learner experience, and business outcomes.
• Drive standardization, best-practice sharing, innovation, and technology-enabled learning.
• Evaluate the impact and effectiveness of training initiatives.

Compliance, Governance & Knowledge Management

• Ensure compliance with L&D policies, client requirements, and training standards.
• Maintain accurate training records, certifications, reports, and documentation.
• Govern curricula, SOPs, knowledge bases, and learning resources to ensure they remain current and accessible.

Role Requirements

Experience

At least 5–7 years of experience in Learning & Development, Training, Instructional Design, Training Operations, or a related field.

At least 2–3 years of experience leading Training Supervisors, Trainers, or other learning professionals.

BPO/contact center experience is strongly preferred, particularly in a Customer Experience environment.

Experience managing multiple programs, sites, clients, or large training populations.

Experience supporting new program implementations, transitions, and client-facing initiatives.

Experience using training and operational data to drive business decisions.

Other Requirements

Ability to manage multiple programs, sites, clients, and shifting business priorities.

Willingness to support business-critical training activities outside standard schedules when required.

Ability to travel or work onsite when required for program launches, implementation, business reviews, calibrations, or stakeholder engagement.

Demonstrates strong ownership, accountability, professionalism, and commitment to learner, employee, client, and business experience.