At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
About the RoleProbe CX is evolving. Following the success of our global Centre of Excellence, we are making a significant investment in bringing our siloed Australian learning and development teams together under one unified roof. We are looking for an experienced Senior Learning & Development Manager in Melbourne to spearhead this onshore transformation.
This is a highly strategic, consultative leadership role. You will act as the on-the-ground L&D authority for our Australian operations, partnering closely with senior stakeholders and clients while standardising our frameworks across all campaigns.
What You'll Be DoingReporting directly to the CX Success Manager, you will balance structural transformation with high-level team leadership. Your day-to-day will involve:
Centralising L&D: Evaluating current siloed training operations, establishing robust standardisation, and embedding a unified L&D framework across all onshore campaigns.
Team Leadership: Leading, mentoring, and unifying a team of 4-6 Training Managers and Leads, successfully transitioning them from operational silos into a centralised Centre of Excellence model.
Strategic & Tech Implementation: Overseeing the rollout of enterprise LMS pathways and pioneering scalable AI Simulation Training initiatives to optimise speed-to-competency.
Client & Stakeholder Advisory: Acting as the professional L&D figurehead for onshore operations during client escalations, strategic QBRs, and executive sales pitches.
We are looking for a mature, professional L&D leader who thrives in complex, matrixed environments. You should bring:
L&D Leadership: A minimum of 8-10 years of professional L&D experience, with at least 5 years spent leading teams of managers or senior contributors.
BPO / Contact Centre DNA: A deep, practical understanding of call centre operations. You know how to translate operational metrics (AHT, CSAT, FCR) into targeted, actionable learning strategies.
Change Management Expertise: The emotional intelligence and resilience to manage competing priorities, overcome operational reluctance, and guide stakeholders through structural changes.
Technological Acumen: Proven capability in leading tech-driven training modernizations, including experience with enterprise LMS and AI simulation platforms.
This is a permanent, full-time position based out of our La Trobe St, Melbourne office. We offer a flexible hybrid working model, with an emphasis on face-to-face collaboration and team connection during your initial onboarding and key project phases.
About Probe CX
Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
How to Apply?
Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.
Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.
We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!
Skills Required
- 8-10 years professional Learning & Development experience, with at least 5 years leading managers or senior contributors
- Practical BPO/contact centre experience and ability to translate AHT, CSAT, FCR into learning strategies
- Proven change management experience managing complex, matrixed transformations
- Experience implementing and managing enterprise LMS platforms
- Experience with AI-driven simulation training platforms and scalable tech-enabled learning initiatives
- Demonstrated stakeholder advisory experience during client escalations, QBRs, and executive engagements
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
