L&D Program Manager

4 weeks ago

Gurugram, India Expedia Group Full time

L&D Program Manager

We are seeking a highly motivated and flexible Learning and Development Program Manager with a strong background in vendor and training management. This position will be in a fast-paced training organization (TPSP Global Training Delivery) and will play an integral role in managing the partner training teams to develop the agents that support our best travelers for all of Expedia Group.

The Learning and Development Program Manager will lead and support the training delivery function for one or more of Expedia Group's outsourced vendor operations. The primary objective of this role is to achieve revenue and quality targets. The ideal candidate has a passion for development and excellence, and a high level of flexibility and commitment within a high paced traveler-centric call center environment.

TPSP provides the platform and services to handle the service requests from across the many brands of Expedia Group in all locations. This role will partner with this global team, supporting team members, interacting with internal customers (employees) of all levels and external vendors in delivering our products and services.

Who you are:

  • Validated training and facilitation capabilities along with coaching experience
  • A history of working with multiple overlapping projects with multiple partners/vendors
  • Ability to facilitate curriculum and lead group discussions in a professional manner
  • Outstanding verbal and written communications skills
  • Shown collaboration and relationship building skills
  • Strong organization and planning skills with the ability set priorities
  • Ability to make business decisions
  • Validated problem-solving abilities
  • Ability to learn different technologies and operating policies and procedures quickly
  • Proven track record to multi-task and remain organized in a fast-paced environment
  • Ability to work effectively both independently and with a team Ability to create cost efficient solutions to travel plans, and contribute to cost saves at a regional level

Qualifications:

  • External/Internal Trainer certifications preferred
  • A high-level understanding of call center technologies
  • Intermediate to proficient GDS knowledge and expertise (Sabre, Amadeus) is highly preferred
  • Minimum 2 years as a people manager
  • Minimum of 3 years in training management
  • Minimum of 2 years in a travel environment
  • Bachelor's Degree in Human Resources, Learning and Organizational Development or equivalent experience

What you'll do:

  • Perform periodic evaluations of partner training teams globally
  • Conduct trainer endorsements for Expedia partner centers
  • Perform regional support of all training needs
  • Conduct Root Cause Analysis of issues around Expedia Inc. centers Analyze business results and identify learning opportunities, while designing learning interventions addressing the issues
  • Conduct Train the Trainer activities for both new hire and recurrent training
  • Drive accountability across all partner centers to meet expectations Adjust and be flexible to schedule requirements
  • Participate in the curriculum design process and provide feedback when vital
  • Review the curriculum efficiency and provide feedback to the Instructional Design team
  • Build positive relationships with all the partner training teams and relevant contacts

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