Training Manager

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere. Training Manager   Introduction to the Team The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company. The Training Manager role sits within Expedia’s Traveler & Partner Service Platform (TPSP) Operations Excellence organization, which designs, deploys, and maintains shared services that power a bestin class traveler and partner service operation at scale.     This   Training Manager   role is part of the   Agent   Enablement   team, which designs, develops, and deploys scalable learning and development programs   and operating frameworks   to elevate customer service agent performance. The Training Manager is responsible for leading frontline facilitators and delivering high quality, business aligned training experiences for   service   agents, while partnering closely with operational and program stakeholders to address performance needs.     In this role, you will: Lead training delivery execution   by planning, coordinating, and overseeing day to day delivery of onboarding, upskilling, and change programs to ensure consistency, quality, and learner engagement.   Manage and develop facilitators   by providing coaching, feedback, and performance management; supporting capability growth through observation, calibration, and structured development plans.   Partner with operational stakeholders   to understand business needs, identify performance gaps, and recommend appropriate delivery approaches that support evolving organizational priorities.   Apply data to improve training outcomes , using learner feedback, assessment results, and operational KPIs to evaluate effectiveness and recommend targeted improvements to delivery approaches.   Support project and program delivery   by managing schedules, facilitator readiness, and execution risks for assigned training initiatives, escalating issues as needed to maintain timelines and quality standards.   Create a positive and inclusive team culture , fostering engagement, collaboration, and accountability while modeling adaptability and openness to change.     Experience and Qualifications: Bachelor’s degree or equivalent experience   in Learning & Development, Education, Human Resources, Business, or a related field; or equivalent related experience Experience in learning and training delivery (5+ Years) preferably in a contact center, operations, or customer service environment, with demonstrated responsibility for facilitating or managing business aligned training programs People leadership experience   (typically 1 to 3+ years), managing facilitators or similar frontline roles, with a focus on coaching, feedback, and development Strong facilitation and presentation capability , including the ability to adapt delivery styles to learner needs and coach others on effective instructional practices Foundational data and problem solving skills , with experience reviewing learner feedback, identifying trends, and supporting data informed