Training Delivery Director

3 weeks ago

gurugram, India Expedia Group Full time

Training Delivery Director

Are you a highly influential people leader with a background in customer operations training delivery? Expedia’s Traveler & Partner Service Platform (TPSP) are looking for a Training Delivery Director to oversee all training efforts for traveler and partner customer operations.

As the Training Delivery Director, you will take ownership of ongoing agent onboarding efforts, preparing agents to deliver exceptional service while also enabling agents to support new strategic initiatives. Leading a team of 25 FTE along with hundreds of global BPO Trainers, you’ll create a systematic, performance-orientated approach that delivers on implementing solutions while also achieving sustained results.

*Please note that due the global scope of this position working hours will include evening/night shifts.

What you will do:

  • Lead training delivery for contact center, ongoing center onboarding, recurrent training programs, and training for enhanced tools, process, capability.  
  • Manage a team of internal trainers, who train FTE agents and oversee the delivery across a large global external network through a “train the trainer” approach.  
  • Champion partnership with internal design and stakeholder teams, to combine forces, leveraging one others' abilities, to deliver world class learning experiences.
  • Set and measure KPIs, SLAs, health metrics and champion a data driven culture within learning.
  • Identify opportunities for enhancing learning content and vehicles through trainer and participant feedback.  Feed these opportunities to design teams and leaders.  Identify opportunities for agent coaching and share with operations and the quality teams.
  • Participate as member of Agent Effectiveness department leadership team, collaborating with peers in learning design, knowledge content, and quality assurance on defining organization strategic direction and managing delivery.
  • Serve as the department leader on the ground in the Gurgaon center for the extended team.
  • Gain commitment and buy-in for training strategies and programs by demonstrating their impact on organizational results.
  • Advise on methods and techniques to establish successful evaluation criteria.
  • Promote an environment of open communication, ensuring that sensitive information is protected.
  • Identify and establish mechanisms to share important updates, business needs, and business outcomes to peers, directors and above.
  • Contribute to ideas in large group setting and open forums (e.g., QBRs, OKR discussions, etc.).
  • Hold self and team accountable for setting and meeting departmental goals.
  • Inspire and gain commitment of others towards the vision, mission, values and organizational goals, while also working in alignment with Expedia’s values and strategic goals.

Who you are:

  • 8 years+ people leadership experience in contact center training delivery.
  • Experience in coaching effective facilitation skills, including contextual and social awareness, adaptability, and impactful presence.
  • Experienced in training delivery, adult learning theory, and designing learning journeys and programs. 
  • Skilled in delivering both instructor-led training as well as facilitation of self-guided digital formats.  Experience with complex, multi week programs.
  • Experience in designing scorecards and establishing KPI’s to measure learning effectiveness, including participant satisfaction as well as impact on business outcomes.
  • Have a deep understanding of data on customer/stakeholder satisfaction and program efficiency, the ability to identify improvement opportunities and to present these to design and product teams.
  • Experience working within a global, matrix organization
  • Be available to work evening and night shifts

Why Join Us: 

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so. 

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares. 

If you have a desire to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you. 

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