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Learning & Development Coach – Account Lead Enablement
PhilippinesPosted Yesterday
Full-timehybrid
Job Description
Learning & Development Coach – Account Lead Enablement
Department: MEA Operations
Employment Type: Full Time
Location: Philippines
Reporting To: Bianca Yulolo-Eusebio
Compensation: ₱45,000 / month
Description
About Magic
Magic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training. We came out of Y Combinator in 2015, have grown to 1,000+ remote workers, and are backed by Sequoia Capital with over $30M in funding.
Background
Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.
- Check out Magic's Business Profile
- Know more about our Team via Magic's Careers Page
Why does this role exist?
As Magic scales its Magic Executive Assistant (MEA) operations, our Account Leads are on the frontlines — managing clients, executing on standard operating procedures, and maintaining the quality standards that define our service. But with day-to-day operations running full speed, there's little room for Account Leads to stay ahead of process updates, new standards, or their own professional growth.
This role exists to close that gap. The Learning & Development Coach – Account Lead Enablement is dedicated to the continuous development of Account Leads who are already in operations — ensuring they're not just keeping up, but consistently leveling up. This isn't a training-for-newbies role. This is about building a culture of ongoing learning within a team that's already running.
What's In It For You
As Magic scales its Magic Executive Assistant (MEA) operations, our Account Leads are on the frontlines — managing clients, executing on standard operating procedures, and maintaining the quality standards that define our service. But with day-to-day operations running full speed, there's little room for Account Leads to stay ahead of process updates, new standards, or their own professional growth.
This role exists to close that gap. The Learning & Development Coach – Account Lead Enablement is dedicated to the continuous development of Account Leads who are already in operations — ensuring they're not just keeping up, but consistently leveling up. This isn't a training-for-newbies role. This is about building a culture of ongoing learning within a team that's already running.
What's In It For You
- Compensation: ₱45,000/month (all-in package inclusive of government-mandated benefits)
- Schedule: Tuesday to Saturday, 12:00 AM – 9:00 AM PHT
- Work Setup: Fully remote
- Impact: You'll directly shape how Magic's Account Leads perform — your work will be visible in client outcomes, team competency, and operational consistency
Our Hiring Process
- Initial Interview (HR Interview)
- 2nd Level Interview with the Project & Process Innovation Manager
- Final Interview — Demo Training Session with the Director of Operations for MEA and the Project & Process Innovation Manager; you'll receive training materials 24–48 hours in advance
What Winning Looks Like
- You consistently design and deliver masterclasses and refresher training that result in measurable improvement in team performance within 60 days
- You build a certification and competency framework from the ground up that becomes the standard for ongoing development
- You proactively identify skill gaps before they become operational problems — not after
- You coordinate smoothly with team leads and operations managers to schedule training without disrupting service delivery
- You own a learning calendar and execute it reliably, with participation rates and assessment completions consistently above target
- Your training materials are polished, practical, and actually used — not buried in a drive somewhere
- Every team member you work with knows exactly where they stand and what they need to grow next
Who This Role Is NOT For
- You've only trained new hires or onboarded employees — you've never developed tenured, experienced professionals
- You need heavy direction on what to train; you can't design a program from scratch
- You're uncomfortable giving direct feedback to peers or people more senior than you
- Coordinating across multiple stakeholders feels overwhelming rather than energizing
- You treat training as a one-time event rather than an ongoing system
- You can't commit to a Tuesday–Saturday, 12:00 AM–9:00 AM PHT schedule
- You haven't worked in a fast-paced, remote operations environment before
- You're looking for a purely facilitation role — this requires you to also build, track, report, and iterate
Core Responsibilities
- Design and deliver masterclasses, refresher training, and workshops for tenured team members in active operations
- Conduct one-on-one and group coaching sessions focused on process updates, best practices, leadership, and client management
- Act as secondary owner of Training & Onboarding tasks alongside the primary coach
- Build and manage assessments and certification programs to track competency across operational processes
- Ensure all team members remain updated and execution-ready as standards evolve
- Maintain documentation of certification completion and competency benchmarks
- Identify recurring gaps in performance through data, observation, and collaboration with operations leaders
- Create targeted learning interventions that address root causes — not just surface-level symptoms
- Partner with team leads and operations management to align on development priorities
- Create, update, and improve training content, exercises, and development frameworks
- Ensure all materials stay aligned with current operational standards and processes
- Track and report on participation rates, assessment performance, certification completion, and overall training effectiveness
What You Bring
- MUST HAVE: At least 2 years of experience in training, coaching, or learning & development — specifically with experienced or tenured professionals (not just onboarding)
- Demonstrated ability to design and build training programs, certifications, and learning frameworks from scratch
- Strong facilitation and presentation skills — you can hold a room, whether it's 3 people or 30
- Experience conducting skill gap analyses and translating findings into structured learning plans
- Proficiency with digital tools for training delivery and content creation (e.g., Canva, Notion, Google Workspace)
- Strong stakeholder management skills — you know how to coordinate with operations leads without disrupting delivery
- Experience tracking learning data and producing clear reports on training outcomes
- Comfortable working in a remote, fast-paced operations environment with international/US-based teams
- WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
- Instructional Intelligence: You can take complex processes and break them down into training that actually sticks — not just slides to click through.
- Proactive Gap-Spotter: You don't wait to be told there's a problem; you see patterns in performance data before they become escalations.
- Stakeholder Fluency: You navigate relationships with team leads, management, and tenured employees with ease — adjusting your approach depending on who's in the room.
- Builder Mentality: You're energized by creating systems and programs where none existed before, not just maintaining what's already there.
- Feedback Courage: You give honest, specific, and constructive feedback even when it's uncomfortable — because you know that's where real growth happens.
- High EQ: You read the room, manage tension, and keep the learning environment psychologically safe — especially when coaching people who've been in the role longer than expected.
The Reality
This role sits within Magic's MEA Project & Process Innovation team, and your primary stakeholders are Account Leads who are actively running client accounts. That means scheduling training requires real coordination — you'll need to work closely with team leads to identify windows where employees can be pulled from active operations without impacting client delivery. This isn't a role where you build a calendar in isolation and expect everyone to show up.
You'll be working Tuesday to Saturday, 12:00 AM–9:00 AM PHT. Some weeks will be heavier than others depending on the training calendar, process rollouts, or performance review cycles. The role is fully remote, but the pace is real — this team moves fast, and you'll need to move with it. Prior experience in a remote outsourcing, BPO, or client services environment will help you ramp up faster.
- Have I designed and delivered training programs specifically for experienced or tenured professionals — not just new hire onboarding?
- Am I comfortable building a competency framework and certification program from scratch, without a template handed to me?
- Can I give direct, specific feedback to someone who has been in their role longer than I have?
- Do I genuinely enjoy the coordination and stakeholder management that comes with pulling people out of active operations for development?
- Can I fully commit to a Tuesday–Saturday, 12:00 AM–9:00 AM PHT schedule without exception?
If you answered yes to all — we want to hear from you. If you answered "maybe" or "I'll figure it out" to any of them — the timing might not be right yet, and that's okay.