Learning & Development Head

Role Overview

We are seeking an experienced Learning & Development Head to lead the design, development, and execution of a structured and scalable learning strategy for technical operations teams in a robotics-driven environment.

This role is responsible for translating established operational processes and complex technical workflows into clear, practical, and measurable learning programs. The focus is not on creating operational processes from scratch, but on breaking down existing workflows into structured training modules, micro-steps, playbooks, and assessments that support faster onboarding, improved operator readiness, and consistent performance.

The Learning & Development Head will oversee subject matter experts who support data annotation, technical writing, and teleoperations coaching. Working closely with Operations, People & Culture, and other key stakeholders, this role will transform technical knowledge into standardized learning materials, training pathways, and capability-building programs that support both employee development and business growth.

The role reports directly to the General Manager and will play a critical part in building a culture of continuous learning, workforce readiness, and operational excellence.

Key Responsibilities

The Learning & Development Head will design and implement a comprehensive learning and development framework aligned with business goals, operational scalability, and workforce capability requirements. This includes establishing competency frameworks, skill progression pathways, learning roadmaps, and a structured teleoperator learning framework covering SOP-based modules, task playbooks, annotation guidelines, training videos, and assessment materials.

The role will develop operator readiness scorecards and metrics to assess competency across different skill levels and ensure training programs are continuously improved based on operational performance data, feedback, accuracy measures, and process insights. The Learning & Development Head will also stay updated on emerging tools, methodologies, and technical skills relevant to technology-driven operational environments.

This position will conduct training needs analysis in partnership with key stakeholders, assessing current operator capabilities across different job levels and identifying knowledge or performance gaps. Based on these findings, the role will design role-specific and modular learning pathways that support progression from foundational skills to advanced operational capability. Training programs should include practical exercises, scenario-based learning, simulations, and real-world teleoperation or robotics workflow applications.

The Learning & Development Head will lead capability-building initiatives across teleoperators and support teams, ensuring effective training on data annotation, robotic teleoperations, technical workflows, and process adherence. The role will collaborate with Operations Managers and technical subject matter experts to ensure training content is accurate, relevant, and aligned with current operational needs. It will also support leadership pipeline development, coaching capability, and performance improvement programs.

The role will track and evaluate the effectiveness of learning initiatives by analyzing operator performance, productivity, accuracy, process adherence, and operational outcomes after training. This includes gathering feedback from operators, team leads, and technical experts, preparing reports for senior leadership, and ensuring training initiatives are linked to measurable improvements in operational performance.

The Learning & Development Head will oversee instructional design and content development by converting SOPs, workflows, data annotation processes, and technical inputs into clear, digestible learning content. The role will apply instructional design best practices such as modular learning, microlearning, blended learning, simulations, and structured onboarding programs. All training materials must be standardized, version-controlled, and audit-ready.

This position will also oversee training delivery and coaching quality, ensuring consistency, effectiveness, and alignment with operational standards. The role may lead live training sessions, simulation labs, workshops, and hands-on learning activities to guide operators through technical tasks, workflow scenarios, and performance expectations. It will also manage physical or virtual training environments to ensure they support professional, safe, and effective learning.

The Learning & Development Head will use data, learning dashboards, operational metrics, and feedback loops to refine programs and improve outcomes. The role will ensure training outputs are aligned with operational objectives and will work closely with local and global stakeholders to update content as processes, tools, and technologies evolve.

In addition, the role will directly manage technical learning contributors and develop them through a train-the-trainer approach. It will support the development of site leads, team leads, operators, and analysts by preparing them for expanded responsibilities, coaching roles, and long-term capability growth as workflows become more standardized and scalable.

Qualifications & Experience

The ideal candidate has at least 10 years of experience in Learning & Development, Training, Talent Enablement, or a related function, including at least 5 years focused on technical training within high-growth, technology-driven, operations-focused, or BPO environments.

Candidates should have strong experience leading L&D initiatives and a proven track record of designing, implementing, and delivering comprehensive learning programs that support business outcomes, employee development, and operational performance. Experience building training programs from the ground up, including curriculum design, instructional frameworks, facilitation, quality assurance, and learning evaluation, is required.

The role requires hands-on experience translating complex technical processes into structured, scalable learning content. Candidates should be comfortable leading instructor-led training in both in-person and hybrid formats and should have a strong understanding of adult learning principles, skills measurement, competency development, and learning platform utilization.

Strong experience in training needs analysis, performance gap assessment, intervention design, stakeholder collaboration, and outcome evaluation is essential. The successful candidate should be data-driven, with the ability to use business metrics, surveys, operational performance data, employee feedback, and best practices to shape learning strategies and improve employee capability.

Candidates should be proficient in online learning platforms, multimedia training tools, e-learning authoring systems, visual presentation software, survey tools, and other learning technologies. Strong communication, facilitation, coaching, stakeholder management, and leadership skills are required, with the ability to engage teams across multiple levels.

Experience designing competency frameworks, performance-based learning programs, upskilling initiatives, and leadership development pathways is highly valuable. Prior experience supporting technical operations, robotics, teleoperations, data annotation, BPO operations, or similar complex workflow environments is an advantage.

Impact of the Role

The Learning & Development Head plays a critical role in strengthening workforce readiness, operational consistency, and employee growth. By transforming technical knowledge and complex workflows into structured learning programs, this role helps improve onboarding speed, operator performance, process adherence, and long-term organizational capability.