CX Training Leader: Strategy, Development & Impact

Hammerjack Pty Ltd; Western Visayas; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Hammerjack Pty Ltd seeks an Learning & Development Manager – CX Training to provide strategic leadership for customer experience training across accounts and sites. You will lead Training Supervisors and Trainers while partnering with Operations, Quality, WFM, clients, and stakeholders to ensure learner readiness and operational performance.

The role develops scalable learning strategies, enforces consistent standards, and uses data-driven insights to drive continuous improvement and business

Qualifications

• 5–7 years of experience in Learning & Development or related field.
• 2–3 years leading Training Supervisors or Trainers.
• BPO/contact center experience is strongly preferred.
• Experience using training and operational data to drive business decisions.
• Experience managing multiple programs, sites, or large training populations.

Responsibilities

• Lead Training Supervisors and Trainers across programs and sites.
• Develop scalable learning strategies aligned with business and client needs.
• Partner with Operations and Quality to improve training effectiveness.
• Monitor training KPIs and drive targeted interventions.
• Oversee Train-the-Trainer programs and certification processes.
• Provide strategic direction for curriculum development and governance.
• Own training resource and capacity planning across programs.
• Identify and manage risks related to staffing, systems, and schedules.
• Establish reporting standards and translate data into insights.
• Drive continuous improvement and technology-enabled learning.

Skills

Leadership

Stakeholder management

Data-driven decisions

Governance & compliance

Job description

Hammerjack Pty Ltd seeks an Learning & Development Manager – CX Training to provide strategic leadership for customer experience training across accounts and sites. You will lead Training Supervisors and Trainers while partnering with Operations, Quality, WFM, clients, and stakeholders to ensure learner readiness and operational performance.

The role develops scalable learning strategies, enforces consistent standards, and uses data-driven insights to drive continuous improvement and business