XTN-6854874 | 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

• 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.