New

Manager, Support Enablement

Manila, Philippines

 

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the role

 Location: Manila, Philippines
 Department: Learning & Development
 Reports to: Senior Manager, Learning & Development

We are seeking a Training Manager to lead the learning and development function at our new Manila site. This role is critical to ensuring a consistent and high-quality onboarding experience across all Auctane brands. The Training Manager will oversee a team of 4 Trainers and 4 Mentors, supporting an intensive 8-week onboarding program for new support agents and frontline employees.

This position reports directly to Auctane’s U.S.-based Learning & Development team and will act as the local L&D lead for the Manila site. The right candidate will be passionate about developing others, cultivating a culture of learning, and holding a high bar for quality.

Graduating from training should be challenging—the goal is not simply to pass everyone into production, but to ensure only the best-prepared and most capable team members move forward.

What will you be doing?

Leadership & Team Management

  • Directly manage and coach a team of 4 Trainers and 4 Mentors.
  • Conduct regular one-on-ones, coaching sessions, and performance reviews to drive growth and accountability.
  • Set clear performance expectations for the training team in alignment with site and organizational goals.

Program Oversight

  • Own and execute the full 8-week onboarding program for new hires across all Auctane brands (e.g., ShipStation, ShippingEasy, ShipEngine).
  • Set a high standard for training graduation, with data-driven decisions around readiness and production handoff.
  • Ensure operational readiness by working closely with QA, Workforce Management, and Operations leadership.

Culture & Learning Environment

  • Build and champion a culture of learning, curiosity, and psychological safety.
  • Create an environment where learners and trainers feel safe to make mistakes, ask questions, give feedback, and continuously improve.

  • Encourage knowledge sharing and model open, honest, growth-minded communication.
  • Curriculum Implementation & Delivery
  • Deliver training strictly aligned to the approved curriculum provided by the U.S.-based L&D team.
    Ensure no unauthorized changes or deviations from the curriculum. All updates or adjustments must be reviewed and approved by Alex and the domestic instructional design team.
  • Facilitate learner engagement and comprehension through interactive, structured, and consistent delivery methods.

Global Collaboration

  • Serve as the primary Manila-based L&D contact, communicating regularly with U.S. counterparts.
  • Participate in global planning calls, calibration sessions, and continuous improvement projects to maintain consistency and quality across sites.

Communication & Reporting

  • Maintain strong, proactive communication with the U.S.-based team on all aspects of training.
  • Report on agent performance, team performance, training effectiveness, and identified trends or gaps.
  • Flag risks early and provide recommendations to improve content delivery and agent success.
  • Communicate upcoming training needs, logistical updates, and class schedules clearly and consistently.

What are we looking for?

  • 5+ years of experience in Learning & Development or Training roles, with at least 2 years in a people leadership capacity.
  • Experience managing training programs for customer support or operations teams, preferably in a BPO or global shared services setting.
  • Strong understanding of adult learning principles, performance coaching, and facilitation best practices.
  • Ability to manage multiple training initiatives across brands and systems.
  • Excellent communication, organization, and interpersonal skills.
  • Familiarity with LMS platforms (e.g., SkillJar, Docebo), Zendesk, and e-commerce platforms is a plus.
  • Flexibility to work with global time zones when necessary.

What will make you stand out?

  • Experience working in BPO or global shared services setting

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