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Learning & Development Program Manager, Global Customer Operations



Are you someone who is passionate about the Learning and Development space? Do you enjoy analyzing data to encourage business partners to make exciting changes to increase agent's success? If this sounds like you, this position may be the perfect opportunity for you!

The Learning and Development Program Manager will lead and support the delivery function for one or more of Expedia Group's outsourced customer service and sales operations. The primary objective of this role is to achieve revenue and quality targets.

This role will ensure that agents are prepared to deliver outstanding performance for our partners by delivering stellar training curriculum and learning interventions. Representing Global L&D in our Contact Centers, building trust with key contacts (Service Delivery, LOB, WFM and partner Center Leadership).

Who you are:

  • Validated training and facilitation capabilities along with coaching experience.
  • A history of working with multiple overlapping projects with multiple partners.
  • 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
  • Efficient in Microsoft Word, Excel, PowerPoint, Live Meeting and Internet Explorer


  • External/Internal Trainer certifications preferred.
  • Intermediate to proficient GDS knowledge and expertise (Sabre, Amadeus, WorldSpan, etc.) is a must
  • 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 quarterly evaluations of partner training teams.
  • 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 and meet expectations.
  • Adjust and be flexible to schedule requirements.
  • Participate in the curriculum design process and provide feedback if and 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.


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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Job Category
Customer Service Group

Job Function
Contact Center Management


Job Type
Full-Time Regular

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