Learning & Development Coach – Account Lead Enablement

Magic

19h•$45,000•Remote

About The Position

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. 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. 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.

Requirements

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
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

Nice To Haves

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.
Prior experience in a remote outsourcing, BPO, or client services environment will help you ramp up faster.

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