Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Manager, Learning and Development (Customer Support)

We are seeking a highly motivated and experienced Training Manager to lead our Customer Support Global Training team. This role is integral in managing and enhancing training programs for customer care agents who support travelers across all Expedia Group brands. In this fast-paced environment, you will be responsible for fostering a culture of learning, improving new hire performance, and driving continuous improvement in training delivery. This is a high-visibility role, requiring strong leadership, stakeholder management, and a passion for building high-performing teams.

The position is based in Gurugram, India, reporting to the Director, Learning & Development. This is an on-site role, and while remote participation is not an option, relocation may be considered for the right candidate with a minimum time commitment.

What You’ll Do:

Lead a team of trainers that support the onboarding and continued development needs of agents that support Expedia Group travelers across multiple brands, regions, Channels, LOBs and skills.
Build an amazing, highly motivated, and capable training team
Develop the facilitation skills of the trainers
Partner to design and deliver onboarding programs that connects new team members to the mission of serving Expedia Group travelers
Partner to refine the training curriculum and trainee experience to best prepare this team to improve competence and deliver best-in-class traveler experience
Team supervision: Set clear expectation for facilitation performance and the learner’s experience, lead logistics of trainers, and provide support for new hire classes
Coaching: Recognize positive results, provide constructive and useful feedback, and coach for optimal performance
Learning theory and methods knowledge: Ensure training is conducted in accordance to sound learning methods and adult learning theory; Strong understanding of the learning process
Trust Each Other: We are all Expedians. We are accountable to each other to deliver on our commitments, and we will trust our teams to help get it done
Building Effective Teams: Hold self and team accountable for setting and meeting departmental goals; identify and resolve issues that may impair the team's ability meet those goals
Stakeholder Management: Build strong relationships and maintains a visible presence with multiple business groups, ensuring each group's needs are understood and supported
Business Continuity: Ensure the appropriate handling of any business continuity incident that occurs impacting the site or team
Embody Expedia Group values and beliefs and share these both internally and externally

Who You Are:

Bachelor’s or Master’s degree in a related field or equivalent professional experience.
10+ years of experience, with at least 5 years in a leadership role managing training teams in a fast-paced environment.
Strong expertise in training methodologies, including classroom, virtual, on-the-job coaching, mentoring, and e-learning.
Proven ability to build, mentor, and lead high-performing training teams.
Exceptional stakeholder management and collaboration skills, with experience working across geographies and business functions.
Strong analytical and problem-solving skills, with the ability to optimize training programs for business impact.
Time management and organizational skills, with the ability to prioritize multiple projects in a dynamic setting.
Experience in customer support operations and call center technologies.
GDS and travel industry experience is mandatory.
Willingness to travel periodically (domestic and international) as needed.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

Manager – Learning and Development

Customer Support

Expedia

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