L&D Manager (AI & BPO Focus)

About the role

We are looking for a dynamic Learning & Development Manager to lead AI integration across our BPO operations in Manila. The role combines strategic planning, instructional design, and hands‑on training to upskill staff and drive process efficiency.

Key responsibilities

• Develop and execute an L&D strategy that embeds AI tools into client campaigns and internal processes.
• Identify skill gaps related to AI adoption, including prompt engineering, AI tool usage, and data analysis.
• Design, develop and deliver e‑learning modules, workshops, simulations, job aids and assessments that leverage AI.
• Collaborate with IT, Operations and client‑facing teams to ensure seamless rollout of AI solutions.
• Act as primary trainer when needed, managing the full training lifecycle from needs analysis to evaluation.
• Monitor training effectiveness and continuously improve content to support operational excellence.

Required profile

• Proven experience in Learning & Development within a BPO or similar high‑volume environment.
• Strong track record of process optimisation and change management.
• Deep understanding of AI applications in business operations.
• Excellent communication and stakeholder‑management skills.

Required skills

• AI tool utilization
• Prompt engineering
• Data analysis for AI
• E‑learning development
• Instructional design

What we offer

• Comprehensive health and life insurance from day one.
• 9.5 leave credits covering vacation, sick days and personal occasions.
• Annual performance reviews with salary increase potential.
• Company‑provided laptop and modern office in BGC, Taguig.
• Access to in‑house AI and technology learning programs.