Role Overview

The Learning Experience Leader is responsible for designing, executing, and optimizing learning strategies that build capability, improve performance, and elevate the employee experience across Taskus Malaysia.

This role oversees training delivery and content, enables operational readiness for new programs, and drives continuous development for new hires and existing teammates. The Learning Experience Leader partners closely with Operations, TA, People teams, and global L&D functions to ensure seamless transitions from hiring to ramp to sustained performance.
Key Responsibilities

Learning Strategy & Program Design

• Develop and execute learning plans aligned to business priorities, client expectations, and performance goals.
• Collaborate with Operations and Quality to identify skill gaps and translate them into training programs.
• Localize, customize, or co-create curricula for new hire training, upskilling, cross-skilling, and leadership development.
• Champion innovative learning methods (virtual, blended, self-paced, experiential, on-the-job coaching).

Training Operations & Delivery Excellence

• Oversee day-to-day training deployment across sites and lines of business.
• Ensure smooth onboarding and ramp-up for new hire classes with a focus on time-to-productivity and quality output.
• Monitor training effectiveness and continuously optimize delivery models and methodologies.
• Ensure training content is current, accurate, and relevant based on client requirements and process updates.

People Leadership & Capability Building

• Lead, coach, and manage Learning Specialists, Trainers, and Support Team members.
• Build cross-functional expertise within the L&D team to support scalability and agility.
• Conduct performance reviews, talent calibration, and development planning for L&D teams.

Stakeholder Partnership & Business Enablement

• Serve as a trusted partner to Operations, Talent Acquisition, Quality, HR Business Partners, and Client stakeholders.
• Provide data-driven insights and recommendations to improve performance and retention.
• Participate in client-facing meetings related to ramp, transition readiness, and employee development.

Performance, Insights, & Continuous Improvement

• Track and report training metrics including class throughput, certification rates, nesting performance, and attrition.
• Analyze post-training performance to identify gaps, risks, and opportunities.
• Implement feedback loops from QA, Ops, and agents to continuously enhance learning content and instructor effectiveness.
• Promote a culture of learning, curiosity, experimentation, and innovation.

Qualifications

Required

• 5+ years of Learning & Development, Training, or Operations experience (BPO preferred)
• Proven track record managing training teams and enabling operational ramp success
• Strong facilitation, coaching, and instructional design capabilities
• Experience in performance management, skill development, and competency-based training
• Strong stakeholder management and communication skills
• Demonstrated ability to interpret performance data and convert insights into action

Preferred

• Experience supporting high-volume, fast-scaling environments
• Working knowledge of digital learning tools, LMS platforms, and content development systems
• Exposure to leadership or behavioral development frameworks
• Experience supporting content moderation, trust & safety, or multilingual accounts

Success Profile

• Learning-first mindset grounded in business outcomes
• Has the range to lead strategy and dig into execution
• Empathetic coach who develops trainers and frontline talent
• Highly collaborative, solutions-focused, and resilient
• Thrives in a fast-paced, dynamic environment with changing client demands

What We Offer

• Competitive compensation and growth opportunities
• Development pathways and global learning community access
• Exposure to innovation in talent development and customer experience
• A workplace built on empowerment, inclusivity, and meaningful impact