Senior Manager, Learning and Quality Development
On-siteManila, Metro Manila, Philippines
Job Summary
Lead a global function across training delivery, quality assurance, digital learning, and innovation by coaching a team of managers, defining resourcing requirements, and advocating for necessary investments. Oversee end-to-end learning solution design from needs analysis through evaluation, while owning KPIs and quality reporting frameworks to drive continuous improvement and present clear ROI narratives. Partner with Customer Success and Operations leaders to identify capability gaps, audit content and delivery against regulatory standards, and embed a robust quality assurance framework. Manage learning technologies, external suppliers, and digital-first ecosystems including e-learning and microlearning, while piloting AI-enabled tools to personalize journeys and future-proof capability development. Build a visible link between learning quality metrics and customer experience outcomes to ensure people capability translates into measurable service excellence.
Required Qualifications
- Significant experience in a senior Training, Quality Management, Learning Quality, or Learning & Development leadership role within a complex, global organization
- Proven experience managing managers or leading multi-disciplinary teams across training delivery, digital learning, and quality assurance
- Strong track record of designing, delivering, and improving impactful training programs at scale, with clear alignment to business outcomes
- Deep expertise in quality assurance frameworks and compliance management within a learning, customer success, services, or operational environment
- Demonstrated experience leading digital learning transformation, including LMS or LXP platforms, e-learning production, and digital content ecosystems
- Practical experience deploying, evaluating, or scaling AI-enabled learning tools, adaptive learning technologies, learning analytics, or data-driven personalization
- Strong analytical capability, with the ability to translate learning, quality, and performance data into actionable insights and compelling business cases for senior stakeholders
- Experience connecting learning and quality outcomes to customer experience metrics and operational performance indicators
- Exceptional stakeholder management skills, with credibility at senior levels and the ability to influence cross-functional teams around a shared customer-centric agenda
- Strong people leadership skills, with a coaching mindset and genuine passion for developing managers and practitioners
- Ability to manage external suppliers, content providers, and vendor relationships with quality, commercial discipline, and accountability
- Experience leading teams through digital transformation, organizational change, or continuous improvement initiatives
Desired Qualifications
- Professional certification in Learning & Development, instructional design, quality management, or process improvement preferred, such as CPLP, CIPD, Six Sigma, or ISO
- Experience working within a legal, tax, compliance, professional services, or professional information services environment preferred
- Familiarity with AI content generation tools, learning analytics platforms, or next-generation learning experience technologies preferred
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