Training Manager Lead

Job Description">

As a Training Manager, you will lead the learning and development function at our Manila site. This role is critical to ensuring a consistent and high-quality onboarding experience across all Auctane brands.

The Training Manager will oversee a team of trainers and mentors, supporting an intensive 8-week onboarding program for new support agents and frontline employees.

This position reports directly to Auctane's U.S.-based Learning & Development team and will act as the local L&D lead for the Manila site.

Key responsibilities include:

• Directly manage and coach a team of trainers and mentors.
• Conduct regular one-on-ones, coaching sessions, and performance reviews to drive growth and accountability.
• Set clear performance expectations for the training team in alignment with site and organizational goals.

Program Overview

The full 8-week onboarding program for new hires across all Auctane brands will be owned and executed by the Training Manager.

This includes setting a high standard for training graduation, with data-driven decisions around readiness and production handoff.

Operational readiness will be ensured by working closely with QA, Workforce Management, and Operations leadership.

Culture & Learning Environment

A culture of learning, curiosity, and psychological safety will be built and championed by the Training Manager.

An environment where learners and trainers feel safe to make mistakes, ask questions, give feedback, and continuously improve will be created.

Knowledge sharing and open, honest, growth-minded communication will be encouraged.

Curriculum implementation and delivery will be facilitated strictly aligned to the approved curriculum provided by the U.S.-based L&D team.

Interactive, structured, and consistent delivery methods will be used to facilitate learner engagement and comprehension.

Global Collaboration

The Training Manager will serve as the primary Manila-based L&D contact, communicating regularly with U.S. counterparts.

Participation in global planning calls, calibration sessions, and continuous improvement projects will ensure consistency and quality across sites.

Communication & Reporting

Strong, proactive communication with the U.S.-based team on all aspects of training will be maintained.

Reporting on agent performance, team performance, training effectiveness, and identified trends or gaps will be done regularly.

Risks will be flagged early and recommendations will be provided to improve content delivery and agent success.

Upcoming training needs, logistical updates, and class schedules will be communicated clearly and consistently.

Required Skills & Qualifications

To succeed in this role, you will need:

• 5+ years of experience in Learning & Development or Training roles, with at least 2 years in a people leadership capacity.
• Experience managing training programs for customer support or operations teams, preferably in a BPO or global shared services setting.
• Strong understanding of adult learning principles, performance coaching, and facilitation best practices.
• Ability to manage multiple training initiatives across brands and systems.
• Excellent communication, organization, and interpersonal skills.
• Familiarity with LMS platforms (e.g., SkillJar, Docebo), Zendesk, and e-commerce platforms is a plus.
• Flexibility to work with global time zones when necessary.

What We Offer

We offer a dynamic work environment that values employee growth and development.

Opportunities for professional growth and career advancement will be available.

A competitive compensation package will be offered.

Benefits will include health insurance, retirement savings plan, and paid time off.

Others

Join a team that values diversity and inclusion.

Be part of a company that is committed to making a positive impact in the community.

Work with a team that is passionate about delivering exceptional results.

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