Learning Experience Specialist - Makati - Wing Assistant

    Wing Assistant
    Wing Assistant Makati

    17 oras ang nakalipas

    Teknolohiya / Internet
    Paglalarawan

    The Learning Experience Specialist is a hands-on training leadership role focused on candidate preparation and transition readiness. Reporting directly to the Head of Training & Development, this role is central to building and executing Wing's intensive 2-week+ Onsite Performance Academy and Training Program. The specialist serves as a gatekeeper of quality, ensuring all virtual assistants meet a "client-ready" standard before deployment.

    Location: Hybrid, Makati, Philippines

    Salary: PHP 50,000 – PHP 60,000 / month

    Role Objective

    You will be the architect of the transition from "Hired" to "Client-Ready." Your success will be measured by reduced churn rates within the first 90 days and high client satisfaction scores regarding VA proactivity and tool proficiency.

    What You'll Build

    • A Client Readiness Scorecard (clear definition of "ready") with rubrics + pass/hold gates
    • A "Proactive VA" curriculum (managing up, expectation-setting, proactive comms)
    • Live simulation assessments (realistic, performance-based, not just quizzes)
    • Tool competency practical exams (Google Workspace, ClickUp/Asana, Slack, Notion)
    • A tight feedback loop with Success + QA where churn reasons become training updates weekly
    • A measurable training engine with reporting (readiness, remediation, time-to-productivity, early risk signals)

    Key Responsibilities

    • The "Proactive VA" Curriculum: Design and enforce training modules specifically for Managing Up. This includes teaching VAs how to ask clarifying questions, suggest better workflows, and send daily "end-of-day" reports that highlight wins and blockers.
    • Active Task Comprehension: Develop "Live Simulation" assessments. Instead of a quiz, VAs must listen to a mock client recording, extract the tasks, prioritize them based on urgency, and draft a confirmation email.
    • Tool Competency Gates: Implement strict practical exams for Google Workspace, ClickUp, Slack, and Notion. VAs do not graduate until they can demonstrate "Expert Level" navigation and troubleshooting.
    • Reliability & Professionalism: Engineer a culture of "Zero Unplanned Absence." You will train VAs on backup power/internet protocols, shift handover procedures, and the "Wing Professionalism Code."
    • The Feedback Loop: Work directly with the Success and QA teams to analyze why clients cancel. If a client leaves because of "bad communication," you are responsible for updating the training to prevent that specific failure in the next cohort.

    Who You Are

    • Experienced Trainer with 3–6+ years in training/L&D, enablement, Virtual Assistant coaching, BPO coaching, or operations training (manager/lead experience preferred).
    • Churn-Fighter Mindset: You have experience in a BPO or VA agency where you were held accountable for "Time-to-Productivity" and "Retention."
    • Soft Skills Expert: You know how to teach someone the difference between "passive" and "proactive" language.
    • Curriculum Architect: Experience building "Branching Scenarios" or "Roleplay-based" training rather than just slide decks.
    • Operational Grit: You are comfortable calling out poor performance and "holding" a VA from deployment if they aren't ready, regardless of hiring pressure.
    • LMS Experience: Expert in any of the following LMS systems (Absorb LMS, LearnUpon, Docebo, TalentLMS, Litmos, Cornerstone OnDemand, Thinkific, Moodle, Canvas, SAP SuccessFactors Learning, TalentLMS, Teachable, Kajabi),
    • Project Management: Experience with Clickup, Monday, Asana, Trello, Todoist, Notion, Jira and Airtable
    • Reporting: Google Sheets/Excel; basic dashboarding (Looker Studio/Tableau/Power BI is a plus)
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Makati City