XTN-3043405 | LEARNING AND DEVELOPMENT MANAGER

The Manager, Learning & Development (Customer Service) will play a key role in supporting the Company's award-winning Customer Service organization by leading a team of training specialists at our Center of Excellence (COE) in Makati, Manila. This role is responsible for designing, delivering, and optimizing impactful learning programs that elevate the skills and performance of frontline customer service staff while supporting global training initiatives. The ideal candidate is data-driven, highly collaborative, and passionate about creating a culture of continuous learning. This position reports to the U.S.-based Manager, Learning & Development, and operates on-site at the COE

Perks & Benefits:
●    Annual Bonus Program
●    HMO Coverage (Principal): HMO coverage for the employee
●    HMO Coverage (Dependents): Coverage for up to 2 dependents 
●    Vacation Leave: 20 accrued leave credits per year 
●    Sick Leave: 5 sick leave credits per year, non-carryover
●    Compensatory Time Off (CTO): Additional leave credits earned for work rendered outside regular hours or on holidays
●    13th Month Pay

• ●    Lead, coach, and develop a team of training specialists supporting over 150+ customer service advocates and staff.
  ●    Serve as the primary point of contact for all COE training efforts and ensure alignment with global Training & Design objectives.
  ●    Manage and execute program, project, and process initiatives in partnership with the U.S.-based Learning & Development Manager.
  ●    Conduct recurring and ad-hoc team meetings, huddles, and 1:1s to communicate updates and drive productivity.
  ●    Design and launch a Leadership Development program for the COE.
  ●    Create learning materials—including e-learning modules, updates, and assessments—to support global L&D initiatives.
  ●    Develop, track, and analyze key training metrics to inform strategy, measure effectiveness, and ensure service-level goals are met.
  ●    Collaborate closely with Workforce Management, Quality Assurance, and Voice of the Customer teams to maximize training impact.
  ●    Model Zenni’s core values and promote a culture of continuous improvement, growth mindset, and open communication.

• Experience leading training efforts in a large contact center environment (150+ staff).
• Proven leadership experience managing a team of trainers or L&D professionals.
• Strong data analysis skills, including conducting training needs analyses, measuring program effectiveness, and presenting insights through reports.
• Excellent communication skills with the ability to present to a variety of audiences and express ideas clearly and diplomatically.
• Strong organizational and time-management skills with a track record of producing high-quality work independently and collaboratively.
• Experience using Learning Management Systems (LMS), preferably TalentLMS.
• Knowledge of adult learning principles and instructional design methodologies (e.g., ADDIE, Bloom’s Taxonomy).
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Preferred Qualifications:
●    Experience designing and implementing leadership development programs.
●    Demonstrated passion for continuous learning and staying current with L&D and customer service industry trends.
●    Background collaborating with cross-functional teams such as WFM, QA, and VOC to drive operational improvements.