CX Learning & Development Lead

Tap Growth ai; Canlandog; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Tap Growth ai is seeking a Learning & Development Manager – CX Training to provide strategic leadership across CX training programs. You will lead Training Supervisors and Trainers, partner with Operations, Quality, and clients, and drive data-driven improvements to learner readiness and business outcomes.

The role emphasizes governance, scalable strategies, and continuous improvement across multiple sites and programs.

Qualifications

• 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.

Responsibilities

• Provide strategic leadership for CX training programs across assigned accounts and sites.
• Develop scalable learning strategies and governance to ensure consistency and impact.
• Lead Training Supervisors and Trainers, drive talent and development plans.
• Partner with Operations, Quality, WFM, clients, and stakeholders to align training priorities.
• Monitor training KPIs, learner readiness, and post-training performance; drive improvements.
• Establish trainer certification programs and oversee Train-the-Trainer initiatives.
• Guide curriculum development and governance with Instructional Design and Content teams.

Skills

Leadership

Training & Development

Stakeholder Management

Data-driven

Project Management

Education

Bachelor's degree in related field

Tools

LMS (Learning Management System)

Excel

Job description

Tap Growth ai is seeking a Learning & Development Manager – CX Training to provide strategic leadership across CX training programs. You will lead Training Supervisors and Trainers, partner with Operations, Quality, and clients, and drive data-driven improvements to learner readiness and business outcomes.

The role emphasizes governance, scalable strategies, and continuous improvement across multiple sites and programs.