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Open nowFirst seen 42 hours ago

Training Manager (Helpdesk Customer Support)

PM Consulting1,469 open roles

Where
Metro Manila, Metro Manila, Philippines
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Your applicationOpen nowTraining Manager (Helpdesk Customer Support)PM Consulting · Metro Manila, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PM Consulting's own form.

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. PM Consulting postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 42 hours ago

PM Consulting median: 1 days open

The posting

Role Overview

Our organization is seeking a strategic and technically proficient Technical Training Manager to lead the enablement function for our global support and integrations teams. In this role, you will define the long-term educational roadmap, ensuring our technical staff possesses the high-level skills necessary to support complex platform integrations, API debugging, and data-driven marketing technologies. You will bridge the gap between technical engineering teams and front-line support, transforming training from a baseline requirement into a strategic driver of organizational performance.

Key Responsibilities 1. Strategic Leadership & Governance

  • Vision & Roadmap: Develop and execute a multi-year strategic vision for technical enablement that aligns with the organization's growth and capability goals.
  • Operational Partnership: Act as the primary liaison for Operations, Product, and Engineering to ensure training programs evolve alongside platform updates and market shifts.
  • Program Governance: Define the architecture for learning paths and establish rigorous standards for content ownership, knowledge validation, and curriculum lifecycle management.

2. Team Management & Development

  • People Leadership: Manage a specialized team of technical trainers and instructional designers, focusing on their career progression and technical mastery.
  • Talent Acquisition: Oversee the hiring and onboarding of new trainers, ensuring they possess deep expertise in SQL, APIs, and digital tracking technologies.
  • Quality Coaching: Conduct regular facilitation reviews and calibration sessions to maintain high instructional standards and technical accuracy across the team.

3. Curriculum Architecture & Design

  • Instructional Excellence: Oversee the creation of technically rigorous, scenario-based learning experiences using methodologies such as ADDIE and Bloom's Taxonomy.
  • Technical Oversight: Review and validate all instructional materials, including SQL practice environments, API debugging labs, and advanced technical workshops.
  • Innovation: Evaluate and implement modern learning technologies, including simulation-based tools and AI-assisted practice modules, to enhance technical skill acquisition.

4. Data-Driven Insights (SQL Analytics)

  • Advanced Analytics: Use expert-level SQL to extract and model data from various systems to assess training impact and learner proficiency.
  • Performance Dashboards: Maintain automated reporting suites that track time-to-proficiency, assessment success, and the correlation between training and support quality.
  • Executive Reporting: Translate complex learning analytics into clear, actionable narratives for senior leadership to guide investment and headcount planning.

5. Technical Domain Mastery

  • APIs & Integrations: Own the end-to-end training strategy for RESTful APIs, webhooks, and server-side tracking, ensuring staff can debug complex JSON/XML payloads.
  • Tracking & Attribution: Lead the educational strategy for conversion tracking (pixel and server-side), attribution modeling, and privacy-centric measurement shifts.
  • Platform Enablement: Ensure comprehensive proficiency across major digital advertising interfaces and management tools, keeping pace with rapid API and policy updates.

Qualifications & ExperienceProfessional Background

  • Industry Experience: 2–4 years of experience in technical operations, ad tech support, backend product support, or integrations engineering.
  • Leadership Track Record: Proven experience managing trainers or leading a technical enablement function within a SaaS or digital advertising environment.
  • Environment: Strong preference for candidates familiar with multi-tenant SaaS architectures and API-first platforms.

Technical Proficiencies

  • Expert SQL: Deep command of window functions, CTEs, multi-table joins, and query optimization for data analysis.
  • API & Integration Expertise: Hands-on experience with RESTful API patterns, authentication (OAuth, JWT), and server-side event forwarding.
  • Debugging Tools: High proficiency with Postman, browser developer tools, proxy tools, and log environments.
  • Marketing Technology: Advanced understanding of attribution logic (e.g., multi-touch, data-driven), signal optimization, and the technical implementation of tracking tags and APIs.
  • LMS Management: Experience administering Learning Management Systems, including architecture, user enrollment workflows, and system integrations.
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