CX Training & Capability Leader

Ubiquity; Bacolod; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Ubiquity is seeking a Learning & Development Manager – CX Training to lead strategic CX training across accounts and sites in the Philippines. You will guide Training Supervisors and Trainers, partner with Operations, Quality, WFM, and clients, and drive learner readiness, performance, and customer experience excellence.

You will develop scalable learning strategies, ensure consistent standards, oversee program rollout from launch to handoff, monitor KPIs, and foster a culture of accountability

Qualifications

• At least 5–7 years in Learning & Development, Training, Instructional Design, Training Operations, or a related field.
• At least 2–3 years leading Training Supervisors, Trainers, or other learning professionals.
• BPO/contact center experience is strongly preferred within 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

• Lead Training Supervisors and Trainers across assigned programs and sites.
• Set performance expectations, coach leaders, and drive talent development plans.
• Partner with Operations, Quality, WFM, clients to align training priorities.
• Oversee training programs from implementation to production handoff.
• Monitor training KPIs and learner readiness to drive improvements.
• Establish trainer certification and oversee Train-the-Trainer programs.

Skills

Leadership

Stakeholder management

CX training

Data analytics

Job description

Ubiquity is seeking a Learning & Development Manager – CX Training to lead strategic CX training across accounts and sites in the Philippines. You will guide Training Supervisors and Trainers, partner with Operations, Quality, WFM, and clients, and drive learner readiness, performance, and customer experience excellence.

You will develop scalable learning strategies, ensure consistent standards, oversee program rollout from launch to handoff, monitor KPIs, and foster a culture of accountability