XTN-4FE7735 | LEARNING AND DEVELOPMENT HEAD

The Learning & Development Head will lead the design, development, and execution of a scalable, structured learning strategy that supports the growth of teleoperators and operational teams in a roboticsdriven environment.

This role is responsible for ensuring strong adherence to established processes and the effective communication of these processes across the organization, translating complex operational workflows into clear, structured, and actionable training modules. Rather than driving process creation, the L&;D Head will focus on breaking down existing processes into micro-steps, enabling effective onboarding and capability development—particularly for pilots performing highly technical and physical teleoperation tasks, including navigation of complex background workflows.

The L&D Head will directly oversee Operations Analysts, who serve as subject matter experts in data annotation, technical writing, and teleoperations coaching. In partnership with them, this role will ensure that technical knowledge is transformed into scalable learning programs, standardized training materials, and practical modules that accelerate operator readiness and performance. Beyond content development, the role will champion a culture of continuous learning and capability building, ensuring that opportunities for growth are readily accessible to employees. The L&D Head will work toward equipping employees with the right training resources and learning pathways to help them reach their full potential, while aligning individual development with organizational growth objectives. This role is also expected to design and implement tailored learning programs that deliver measurable impact, continuously exploring new training methodologies, tools, and global L&D trends. Through the execution of structured learning strategies and the tracking of their effectiveness, the L&D Head will ensure that training initiatives contribute directly to performance improvement, workforce readiness, and long-term organizational success. This role reports directly to the General Manager and works in close collaboration with key leaders across Operations, People & Culture, and other core functions to ensure alignment of learning initiatives with business objectives and operational priorities.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

I - Learning Strategy & Framework Design:

• Design and implement a comprehensive L&D framework aligned with business goals, operational scalability, and workforce capability requirements;
• Establish competency frameworks and skill progression pathways (e.g., Good → Elite performance levels);
• Develop structured learning roadmaps and an end-to-end Teleoperator Learning Framework for teleoperators, analysts, and future leaders, including SOP-based training modules, step-bystep task playbooks, annotation guidelines, training videos, and assessment materials tailored to different operator job levels;
• Develop an Operator Readiness Scorecard and Metrics to objectively assess operator competency across skill levels (Neutral, Good, Elite);
• Establish Continuous Feedback Loops that translate operational performance data, teleoperator accuracy, and process insights into ongoing updates and improvements to training content and modules.
• Industry Trends: Stay current on emerging technical skills, tools, and practices in technology-driven operational environments to ensure training programs remain
  relevant and effective.

II - Training Needs Assessment & Skill Gap Analysis:

• Execute Training Needs Analysis with key stakeholders to serve as the
  foundation for learning and development initiatives;
• Conduct thorough assessments of current operator skills across all job levels, from Entry-level to Elite/Customer-facing roles, to identify knowledge and competency gaps;
• Design targeted, role-specific training programs to bridge identified gaps, ensuring content is relevant to each operator level (Neutral, Good, Elite);
• Create modular learning pathways that progressively develop skills, allowing operators to advance from foundational knowledge to advanced operational expertise;
• Incorporate practical exercises, scenario-based training, and simulations aligned with real-world teleoperations and robotic workflows;
• Analyze performance metrics and operational outcomes to pinpoint specific areas where training is required;

III - Capability Building & Workforce Development:

• Lead initiatives to build technical and operational capabilities across teleoperators and support teams;
• Ensure effective training on data annotation, robotic tele-operations, and process workflows;
• Collaborate with Operations Managers and Operations Analysts to ensure technical training content is accurate, relevant, and comprehensive;
• Develop programs for leadership pipeline, coaching capability, and performance improvement;
• Drive learning interventions that support performance gaps and operational needs.

IV - Learning Evaluation and Performance Management:

• Track and analyze performance improvements of operators across all job levels (Neutral, Good, Elite) following completion of technical training programs;
• Measure productivity gains, accuracy in teleoperations, and adherence to standardized processes to assess the effectiveness of learning initiatives;
• Collect qualitative and quantitative feedback from operators, team leads, and operations analysts to evaluate training relevance and applicability;
• Generate regular reports for senior leadership highlighting skill development, performance improvements, and areas for further enhancement;
• Continuously evaluate the effectiveness of training interventions through assessments, feedback, and operational OKRs to ensure measurable improvement in operator performance.

V - Content Structuring & Instructional Design:

• Translate technical inputs from Operations Analysts into structured training modules and programs;
• Oversee the conversion of SOPs, annotation processes, and workflows into digestible learning content;
• Implement instructional design best practices (modular learning, microlearning, blended learning approaches);
• Drive the development of scalable onboarding and continuous learning programs;
• Ensure all training materials are standardized, version-controlled, and audit-ready.

VI - Training Delivery Oversight & Coaching Excellence

• Oversee the delivery of training programs, ensuring consistency, quality, and
  alignment with operational standards;
• Establish coaching frameworks and methodologies to support skill development and operator growth;
• Lead live training sessions and Simulation Labs, demonstrating new methodologies and guiding operators through teleoperation tasks, data annotation, and workflow scenarios;
• Manage the teleoperation training environment, both physical and virtual, ensuring it reflects professional and safety standards;
• Integrate hands-on workshops with digital learning platforms to track operator performance, progress, and competency metrics effectively.

VII - Data, Insights & Continuous Improvement

• Utilize data and performance insights to refine learning programs and improve outcomes;
• Ensure alignment between training outputs and operational OKRs;
• Drive continuous improvement by integrating feedback from operations, US counterparts, and system performance;
• Maintain learning dashboards and reporting mechanisms for leadership visibility.

VIII - Stakeholder Collaboration

• Collaborate closely with People & Culture, Operations teams, and BPO partners to ensure training content is accurate, technically sound, and fully aligned with current workflows.
• Gather input from subject matter experts (PH and US Teams) to identify realworld challenges and integrate them into training modules;
• Scale the Learning & Development team as teleoperation programs mature and expand;
• Directly manage the Operations Analysts and develop their skills to become
  effective trainers through a "train-the-trainer" approach;
• Prepare Site Leads and Team Leads to transition from day-to-day operational tasks to leadership responsibilities, focusing on coaching, process oversight, and developing long-term team capability as workflows become standardized and repeatable;
• Design and implement ongoing upskilling programs for experienced operators and analysts to enhance proficiency and career growth;
• Maintain ongoing communication with key stakeholders to update content as processes, tools, and technologies evolve;
• Ensure that technical training programs address practical operational issues and prepare employees to perform effectively in live teleoperation environments.

• 10+ years of experience in Learning & Development, Training, or Talent Enablement, with at least 5 years focused on technical training in high-growth, tech-driven operational environments, complemented by prior leadership experience in operations-focused organizations or BPOs.
• Solid experience leading Learning & Development initiatives, with a proven track record in designing, implementing, and delivering comprehensive learning programs that drive business results and employee growth;
• Proven track record of building training programs from the ground up, including curriculum design, instructional frameworks, facilitation, and quality assurance;
• Experience assessing performance issues, designing and implementing solutions, facilitating interventions, supporting HR enablement, and evaluating outcomes;
• Hands-on experience leading instructor-led training in both in-person and hybrid formats, translating complex technical processes into structured, scalable learning programs;
• Solid understanding of how adults learn, how to measure skills, and how to use learning platforms to help operators grow and stay ready;
• Experience in collaborating with stakeholders to ensure learning programs align with business objectives;
• Proven data-driven mindset, leveraging business metrics, surveys, employee feedback, and best practices to shape learning strategies and enhance employee development;
• Strong proficiency in online learning platforms, multimedia training systems, e-learning authoring tools, visual presentation software, and survey tools;
• Exceptional communication, facilitation, and stakeholder management skills, with the ability to engage and coach teams across multiple levels;
• Proven ability to design competency frameworks, performance-based learning programs, and upskilling initiatives to leverage skills and support the growth of emerging leaders;

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.