Associate Vice President – Training

• Location: Sector 142, Noida (On-site; relocation required if not based in Delhi/NCR).
• Travel: Domestic, multi-site.
• Working Days: 5 days/week.
• Reporting To: VP – Head of Training & Transition.

Job Description – Associate Vice President (AVP) – Training (CX)

About the Role

Infonyx is hiring for its client (confidential) – a leading AI-driven enterprise solutions provider transforming customer experience for global industries.

We are seeking a visionary and results-oriented Associate Vice President – Training (CX) to lead and scale training operations for a global airline customer experience program. This role is pivotal in building a world-class learning ecosystem that empowers travel experts to deliver exceptional CX across voice, chat, and email channels.

The AVP will be responsible for strategic training leadership, operational excellence, content innovation, people development, and stakeholder engagement within a highly dynamic and regulated industry.

Key ResponsibilitiesStrategic Training Leadership

• Design and implement comprehensive training strategies across the entire travel lifecycle: bookings, schedule changes, cancellations, exchanges, codeshares, ancillaries, etc.
• Align training with business objectives, SLAs, and compliance requirements.
• Lead high-volume ramp-ups (1,000+ FTEs) with seamless onboarding, cross-training, and upskilling.
• Introduce innovative learning methodologies (gamification, microlearning, simulation-based).
• Use analytics and insights to predict needs, optimize delivery, and measure ROI.

People Leadership

• Lead and inspire a team of 30+ training professionals (trainers, content developers, training managers).
• Build a high-performance culture focused on accountability, innovation, and continuous improvement.
• Implement structured employee development, coaching, and succession planning.
• Drive new-hire engagement and retention through strong onboarding and recognition programs.

Content Development & Learning Systems

• Oversee design and deployment of training content compliant with ARC/BSP, IATA, TICO, DOT, ICAO.
• Apply best practices in instructional design; leverage tools like Articulate Storyline, InVideo, Gamma.
• Maintain/update LMS/knowledge systems (Moodle, Captivate).
• Champion digital training transformation including AI-driven adaptive learning and e-learning modules.

Operational Excellence & Governance

• Establish strong governance for training delivery.
• Track KPIs: speed-to-proficiency, CSAT, NPS, quality scores, post-training performance.
• Ensure compliance with regulatory audits and training standards.
• Optimize budgets and resources for efficiency and impact.

Stakeholder & Client Partnership

• Act as a strategic advisor to operations and client leadership teams.
• Represent training in MBRs, QBRs, and governance reviews.
• Partner cross-functionally (Ops, Quality, WFM, HR, Tech & Transformation) to align training with business priorities.

Ideal Candidate ProfileMust-Have

• 10–12 years' progressive training experience; 6–8 years in senior leadership roles.
• Proven success as GM/Director – Training in large-scale airline/OTA CX operations (1,000+ FTEs).
• Deep expertise in airline operations and travel industry standards (ARC, BSP, IATA, DOT, TICO, ICAO).
• Hands-on experience with high-volume ramp-ups and airline workflows (bookings, cancellations, exchanges, codeshares, ancillaries).
• Strong stakeholder management, communication, and analytical skills.
• Flexibility to travel domestically across multi-site infrastructure.

Preferred

• Strong grounding in instructional design principles for ILT, e-learning, and hybrid models.
• Familiarity with learning tech (Storyline, InVideo, Moodle, Captivate).
• Experience in AI-enabled digital learning transformation.
• Certification in Instructional Design (preferred).

Job Type: Full-time

Pay: ₹4,000,000.00 per year

Work Location: In person