Learning & Development Program Manager

AAA Mountain West Group • Walnut Creek, CA

1d • Hybrid

About The Position

The L&D Program Manager is a strategic architect and hands-on innovator responsible for the end-to-end program performance lifecycle across Travel, Sales, and Service functions. This role is tasked with the radical modernization of legacy training, transitioning from traditional models to a blended, scalable, and data-driven learning ecosystem. You will translate AAA MWG’s business priorities—including member growth, high-margin revenue goals, and legendary service excellence—into world-class digital and physical experiences. By leveraging cutting-edge instructional design and AI tools, you will ensure our programs are as adaptable and tech-forward as the modern business landscape.

Requirements

• Expert-level proficiency in creating self-paced, asynchronous, and blended learning solutions.
• Deep understanding of consultative selling, upselling (insurance, upgrades), and service recovery.
• Expert in LMS/LXP platforms, AI productivity tools, and GDS systems (Sabre/Travelport).
• The ability to pivot training strategies in real-time based on shifting business priorities or market disruptions.
• Demonstrated experience using modern authoring tools to create scalable, self-paced learning content.
• Experience implementing AI and automation to drive L&D efficiency.
• Bachelor’s degree in Instructional Design, HR, or Business plus 8 years of program management experience to include at least 7 years specifically in L&D with a proven track record of program modernization.
• OR High School diploma plus 12 years of program management experience to include at least 7 years specifically in L&D with a proven track record of program modernization.

Nice To Haves

• Flipped classrooms
• Micro-learning
• Mobile-first content
• Articulate
• Rise
• Vyond
• Sabre/Travelport
• The Travel Institute (CTA/CTC)
• Simulations
• Sandboxes

Responsibilities

• Lead the transition from classroom-style training to a modern blended architecture (flipped classrooms, micro-learning, and mobile-first content).
• Utilize advanced Learning Experience Design methodologies and authoring tools (Articulate, Rise, Vyond, etc.) to build engaging, self-paced content across all business lines.
• Implement new technologies and AI-driven tools to personalize learning paths, accelerate content updates, and optimize program operations for a more agile L&D function.
• Conduct deep-dive needs analyses and assessments using business KPIs to ensure every learning intervention is linked to a measurable increase in sales performance or service scores.
• Develop and scale training programs focused on discovery, deal rigor, and outbound sales habits that balance aggressive growth with service excellence.
• Design technology-enabled "Nesting" phases using simulations and sandboxes to build employee confidence before they engage with members.
• Maintain a "Changelog" system to ensure materials stay current with fast-moving industry changes and supplier updates.
• Manage a unified Travel Curriculum categorized by systems (Sabre/Travelport), destinations, products (tours/cruises), and compliance.
• Integrate tiered pathways (Rising → Established → Master) with industry standards like The Travel Institute (CTA/CTC) and specialist programs.
• Build and manage the Travel Familiarization (FAM) program, tying opportunities to specific destination/lifestyle specialty training.
• Create digital coaching tools for Managers, empowering them to use data to identify performance gaps and coach with precision.
• Partner with Leadership and Preferred Suppliers to ensure training aligns with "Club-Owned" programs and high-margin revenue goals.
• Lead high-energy workshops and role-plays that drive immediate behavioral change in sales and service environments.

Benefits

• Opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly.
• Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1-10 employees