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Learning – Manager, Service & Ops

Czechia - Prague


Manager, Service & Ops

Are you passionate about developing others? The Expedia for Business L&D team delivers scalable learning experiences that are engaging, effective, and measurable. The team delivers a diverse range of training solutions Service & Operations (S&O) from onboarding new associates to strategic trainings and soft skills/leadership development.

We are seeking a dynamic and inspirational manager to join our S&O delivery function. In this role, you will own driving the overall strategy and execution of L&D for the conventional lodging and vacation rental leaders and in Prague. Also, as a people manager, you will drive the performance of a team of trainers. If you enjoy collaborating with others while helping people grow in their careers, this may be the perfect role for you!

What you will do :

  • Build positive relationships with key partners across the business to understand their needs and objectives, managing resources to balance priorities and deliver impactful solutions

  • Collaborate with leaders to execute our business strategy and goals by developing corresponding L&D strategies to enable S&O associate performance

  • Manage a team of facilitators consultants who are passionate about driving a global approach

  • Use consulting techniques to understand business needs, assess performance gaps, and resolve business problems

  • Partner with instructional designers and support their efforts to build L&D solutions that will enable us to globally scale and meet the business needs.

  • Evaluate the success or training programs by linking desired outcomes to business performance indicators

  • Champion the team’s ways of working, acting as an inspirational leadership role-model, and having a full understanding of our L&D processes, design principles, playbook, and governance model.

  • Actively identify, mitigate, resolve, or call out any risks, issues, and dependencies that could impact the delivery of L&D solutions

  • Distill business insights through analysis and actively provide business solutions and/or a strategic path forward.

  • Own critical customer conversations across all levels of leadership ensuring a strong presence and influence skills.

Qualified candidates for this position must be highly motivated, capable of self-direction, detail-focused, flexible, and able to work collaboratively in a partnership capacity. Candidates must exhibit a keen sense of responsibility and enjoy working with multiple demands, shifting priorities, and constant change.

Who you are :

  • Undergraduate degree or equivalent professional experience in education, adult learning, or a related field.

  • Bachelors’ degree or equivalent professional experience in education, adult learning, or a related field

  • Industry certifications in performance consulting, performance improvement, people and project management, and content-specific certifications as appropriate (e.g. CPLP, CPT, PMP, etc.).

  • 5+ years’ experience in a major corporate training environment leading people in a matrixed organization across multiple teams or groups.

  • Experience in a broad range of facilitation including train-the-trainer, coaching, and virtual delivery.

  • Experience leading people and complex projects in the L&D field

  • Ability to deal with a high volume of change and ambiguity within an organization.

  • Ability to create momentum and foster organizational change

  • Excellent coordination and organizational skills

  • Strong verbal and written communication skills

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.

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Job Category
Customer Service Group

Job Function
Contact Center Management

Czechia - Prague

Job Type
Full-Time Regular

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