Senior Learning & Development Manager

Probe Cx; City of Melbourne; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Face-to-face onboarding

Job summary

Probe CX is shaping its Australian learning and development strategy from Melbourne. We seek a Senior Learning & Development Manager to lead a transformation, unify teams, and drive scalable LMS and AI-based training initiatives. This is a permanent, full-time role with hybrid onsite/offsite collaboration.

You will mentor 4–6 Training Managers and Leads, partner with clients and executives, and shape the learning framework to speed competency across onshore campaigns.

Qualifications

• 8–10 years of professional L&D experience.
• At least 5 years leading teams of managers or senior contributors.
• Understanding of call centre operations and metrics (AHT, CSAT, FCR).
• Experience with enterprise LMS and AI simulation platforms.

Responsibilities

• Centralise L&D: standardise and unify L&D across onshore campaigns.
• Lead and mentor a team of 4–6 Training Managers and Leads.
• Oversee enterprise LMS implementations and AI simulation initiatives.
• Advise clients and stakeholders during escalations, QBRs and pitches.

Skills

L&D Leadership

BPO / Contact Centre DNA

Change Management

Tech-driven Training

Tools

LMS platforms

AI simulation tools

Job description

Job Description

About The Role

Probe CX is evolving. Following the success of our global Centre of Excellence, we are making a significant investment in bringing our siloed Australian learning and development teams together under one unified roof. We are looking for an experienced Senior Learning & Development Manager in Melbourne to spearhead this onshore transformation.

What You'll Be Doing

Reporting directly to the CX Success Manager, you will balance structural transformation with high-level team leadership. Your day-to-day will involve:

• Centralising L&D: Evaluating current siloed training operations, establishing robust standardisation, and embedding a unified L&D framework across all onshore campaigns.
• Team Leadership: Leading, mentoring, and unifying a team of 4-6 Training Managers and Leads, successfully transitioning them from operational silos into a centralised Centre of Excellence model.
• Strategic & Tech Implementation: Overseeing the rollout of enterprise LMS pathways and pioneering scalable AI Simulation Training initiatives to optimise speed-to-competency.
• Client & Stakeholder Advisory: Acting as the professional L&D figurehead for onshore operations during client escalations, strategic QBRs, and executive sales pitches.

What You Bring to the Table

We are looking for a mature, professional L&D leader who thrives in complex, matrixed environments. You should bring:

• L&D Leadership: A minimum of 8-10 years of professional L&D experience, with at least 5 years spent leading teams of managers or senior contributors.
• BPO / Contact Centre DNA: A deep, practical understanding of call centre operations. You know how to translate operational metrics (AHT, CSAT, FCR) into targeted, actionable learning strategies.
• Change Management Expertise: The emotional intelligence and resilience to manage competing priorities, overcome operational reluctance, and guide stakeholders through structural changes.
• Technological Acumen: Proven capability in leading tech-driven training modernisations, including experience with enterprise LMS and AI simulation platforms.

Role Logistics & Benefits

This is a permanent, full-time position based out of our La Trobe St, Melbourne office. We offer a flexible hybrid working model, with an emphasis on face-to-face collaboration and team connection during your initial onboarding and key project phases.

About Probe CX

Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!