Manager, Learning & Development

Who We Are

Born from a mission to make prescription eyewear affordable and accessible to everyone, Zenni Optical has been changing the way people see the world since 2003. With complete prescription pairs for adults and kids starting at under $10, we’ve grown into a global brand with over 51 million pairs of glasses sold — and counting!

Based in the San Francisco Bay Area, we're proud to be the Official Eyewear of the San Francisco 49ers, Boston Celtics, Monster Jam, Ghost Gaming, TSM, Major League Pickleball and more. We've also partnered with tastemakers and designers like Chase Stokes, Jrue Holiday, and George and Claire Kittle to bring our brand to life in bold, meaningful ways.

Innovation is at the heart of everything we do at Zenni — from our revolutionary EyeQLenz™ with Zenni ID Guard™  glasses to our cutting-edge VR Vision Screener, we're constantly exploring new ways to improve vision and enhance lives. For more information, please visit zenni.com/press.

Candidate safety is important to us. Please note that all official communication will only be sent from @zennioptical.com addresses.

About the Role

The Manager, Learning & Development (Customer Service) will play a key role in supporting Zenni’s award-winning Customer Service organization by leading a team of training specialists at our Center of Excellence (COE) in Makati, Manila. This role is responsible for designing, delivering, and optimizing impactful learning programs that elevate the skills and performance of frontline customer service staff while supporting global training initiatives. The ideal candidate is data-driven, highly collaborative, and passionate about creating a culture of continuous learning. This position reports to the U.S.-based Manager, Learning & Development and operates on-site at the COE

Responsibilities:

• Lead, coach, and develop a team of training specialists supporting over 150+ customer service advocates and staff.
• Serve as the primary point of contact for all COE training efforts and ensure alignment with global Training & Design objectives.
• Manage and execute program, project, and process initiatives in partnership with the U.S.-based Learning & Development Manager.
• Conduct recurring and ad-hoc team meetings, huddles, and 1:1s to communicate updates and drive productivity.
• Design and launch a Leadership Development program for the COE.
• Create learning materials—including e-learning modules, updates, and assessments—to support global L&D initiatives.
• Develop, track, and analyze key training metrics to inform strategy, measure effectiveness, and ensure service-level goals are met.
• Collaborate closely with Workforce Management, Quality Assurance, and Voice of the Customer teams to maximize training impact.
• Model Zenni’s core values and promote a culture of continuous improvement, growth mindset, and open communication.

Basic Qualifications:

• Experience leading training efforts in a large contact center environment (150+ staff).
• Proven leadership experience managing a team of trainers or L&D professionals.
• Strong data analysis skills, including conducting training needs analyses, measuring program effectiveness, and presenting insights through reports.
• Excellent communication skills with the ability to present to a variety of audiences and express ideas clearly and diplomatically.
• Strong organizational and time-management skills with a track record of producing high-quality work independently and collaboratively.
• Experience using Learning Management Systems (LMS), preferably TalentLMS.
• Knowledge of adult learning principles and instructional design methodologies (e.g., ADDIE, Bloom’s Taxonomy).

Preferred Qualifications:

• Experience designing and implementing leadership development programs.
• Demonstrated passion for continuous learning and staying current with L&D and customer service industry trends.
• Background collaborating with cross-functional teams such as WFM, QA, and VOC to drive operational improvements.

Perks & Benefits:

• Annual Bonus Program
• HMO Coverage (Principal): HMO coverage for the employee
• HMO Coverage (Dependents): Coverage for up to 2 dependents 
• Vacation Leave: 20 accrued leave credits per year 
• Sick Leave: 5 sick leave credits per year, non-carryover
• Compensatory Time Off (CTO): Additional leave credits earned for work rendered outside regular hours or on holidays
• 13th Month Pay: Equivalent to 1/12 of monthly gross salary multiplied by months worked

We look forward to hearing from you!

We strive to build a diverse team of individuals with a broad range of experience and perspectives. We encourage you to apply even if you don’t feel you meet all the qualifications.

Zenni Optical is an equal opportunity workplace and considers applications without regard to race, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.