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The Learning Experience Leader designs and delivers training programs, monitors trainee progress, and ensures compliance with training standards and methodologies.

Manage employee and labor relations including investigations, administrative hearings, DOLE case handling, grievances, data management, stakeholder advising, and policy communications (FGDs and roadshows).

Perform month-end closing, prepare medium-to-high complexity journals and balance sheet reconciliations, coordinate with finance teams and external parties, produce management reports and financial analysis, maintain SOPs and internal controls, support audits, and drive process improvements and automation.

Lead global workforce management to meet SLAs and quality targets by forecasting workload, scheduling staff, tracking KPIs, optimizing staffing and processes, managing capacity risks, coordinating across Operations, Finance, and sites, and driving continuous improvement and disaster recovery planning.

Design and develop interactive, multimedia eLearning modules using authoring tools and Adobe Creative Cloud; manage project progress, coordinate with LMS and design teams, conduct QA, and lead process improvements and learning sessions.

Lead design, development, and delivery of campaign-specific and site-wide training programs for Team Leaders and Teammates. Create curricula, materials, evaluations, and a yearly training calendar. Align training with campaign and business objectives, propose policies and tools, and coordinate with Operations and US counterparts to ensure quality and development outcomes.

Lead day-to-day call center operations for a client account, managing up to 150 FTE. Own client relationships and performance reporting, ensure KPIs (CSAT, AHT, resolution) are met, coach team leaders, scale operations, drive performance management, and support employee retention through process improvement and innovation.

Lead planning, execution, and delivery of moderate-to-high complexity projects, aligning Training, Design, and Technical Writing with engineering and client goals. Drive change management, manage cross-functional dependencies, report on project KPIs, act as primary client contact, and ensure operational readiness for global support teams.

Review and score digital content (videos, images, posts, ads) for policy compliance across criteria like age-appropriateness, violence, sexual content, and political transparency. Apply client policies consistently, escalate issues, meet KPIs, and participate in wellness and resiliency programs due to exposure to disturbing content. Must support bilingual Hungarian/English needs.

Lead and manage quality assurance for customer experience operations: set QA standards, develop processes, coach teams, analyze performance metrics, and drive continuous improvement to meet client SLAs.