Learning & Development Head (Onsite-Alabang/Night Shift)

About the role

The Learning & Development Head will lead the design, development, and execution of a scalable, structured learning strategy that supports the growth of teleoperators and operational teams in a robotics-driven environment. This role is responsible for ensuring strong adherence to established processes and the effective communication of these processes across the organization, translating complex operational workflows into clear, structured, and actionable training modules. The L&D Head will focus on breaking down existing processes into micro-steps, enabling effective onboarding and capability development—particularly for pilots performing highly technical and physical teleoperation tasks, including navigation of complex background workflows. The L&D Head will directly oversee Operations Analysts, who serve as subject matter experts in data annotation, technical writing, and teleoperations coaching. This role will champion a culture of continuous learning and capability building, ensuring that opportunities for growth are readily accessible to employees. The role reports directly to the General Manager and works in close collaboration with key leaders across Operations, People & Culture, and other core functions to ensure alignment of learning initiatives with business objectives and operational priorities.

Key responsibilities

• Design and implement a comprehensive L&D framework aligned with business goals, operational scalability, and workforce capability requirements
• Establish competency frameworks and skill progression pathways (e.g., Good → Elite performance levels)
• Develop structured learning roadmaps and an end-to-end Teleoperator Learning Framework for teleoperators, analysts, and future leaders, including SOP-based training modules, step-by-step task playbooks, annotation guidelines, training videos, and assessment materials tailored to different operator job levels
• Develop an Operator Readiness Scorecard and Metrics to objectively assess operator competency across skill levels
• Execute Training Needs Analysis with key stakeholders to serve as the foundation for learning and development initiatives
• Conduct thorough assessments of current operator skills across all job levels to identify knowledge and competency gaps
• Design targeted, role-specific training programs to bridge identified gaps, ensuring content is relevant to each operator level
• Track and analyze performance improvements of operators following completion of technical training programs
• Translate technical inputs from Operations Analysts into structured training modules and programs
• Oversee the delivery of training programs, ensuring consistency, quality, and alignment with operational standards

About you

• 10+ years of experience in Learning & Development, Training, or Talent Enablement, with at least 5 years focused on technical training in high-growth, tech-driven operational environments, complemented by prior leadership experience in operations-focused organizations or BPOs
• Proven track record of building training programs from the ground up, including curriculum design, instructional frameworks, facilitation, and quality assurance
• Experience assessing performance issues, designing and implementing solutions, facilitating interventions, supporting HR enablement, and evaluating outcomes
• Hands-on experience leading instructor-led training in both in-person and hybrid formats, translating complex technical processes into structured, scalable learning programs
• Solid understanding of how adults learn, how to measure skills, and how to use learning platforms to help operators grow and stay ready
• Experience in collaborating with stakeholders to ensure learning programs align with business objectives
• Proven data-driven mindset, leveraging business metrics, surveys, employee feedback, and best practices to shape learning strategies and enhance employee development
• Strong proficiency in online learning platforms, multimedia training systems, e-learning authoring tools, visual presentation software, and survey tools
• Exceptional communication, facilitation, and stakeholder management skills, with the ability to engage and coach teams across multiple levels
• Proven ability to design competency frameworks, performance-based learning programs, and upskilling initiatives to leverage skills and support the growth of emerging leaders

Benefits

• Health Insurance/HMO
• Unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves