Learning & Knowledge Associate
About The Position
Learning & Knowledge Associate We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline. Why this job’s a big deal: As our Learning and Knowledge Associate, you’ll be a key contributor to the growth and development of our external Priceline partners around the globe! This role is a unique opportunity to both own the execution of established internal learning programs and our on-demand learning platforms, and grow new initiatives that contribute to the overall customer service and sales agent experience at Priceline. If you are motivated by working in a fast-paced environment, connecting with people, and being a catalyst for people development on a global scale, then this job is for you!
Requirements
- 1–3 years of experience in technical writing, knowledge management, or content strategy and instructional design, ideally within a customer support or service environment
- Strong writing and editing skills—able to simplify complex information for diverse audiences
- Experience using Confluence, or enterprise-level knowledge tools
- Strong understanding of instructional design principles and methodologies
- Proficiency in using instructional design software and tools (e.g., Articulate 360)
- Highly organized with excellent project management and prioritization skills
- Strong attention to detail, especially in formatting, accessibility, and tone of voice
- Committed to Priceline values: Customer, Innovation, Team, Accountability, and Trust
- Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability, and Trust
- Passion for accessibility, inclusive design, and global learner engagement
- The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life.
- Unquestionable integrity and ethics are essential
Nice To Haves
- Background in travel, flights, or OTA operations is an advantage
Responsibilities
- Put the customer at the center of every knowledge solution you create
- Write, edit, and maintain knowledge base articles in platforms such as Confluence and CARES
- Translate complex topics into simple, usable content for agents and trainers
- Apply technical writing best practices to ensure consistency, accessibility, and clarity
- Maintain and update training curriculum and material to ensure accuracy and relevance.
- Review and revise knowledge base and training content based on feedback and performance data
- Collaborate with cross-functional teams to gather and validate source content
- Triage and manage Jira tickets from global support sites, ensuring requests are prioritized and resolved efficiently
- Respond to content update and addition requests from global stakeholders, keeping knowledge assets accurate and current
- Support AI initiatives by structuring knowledge content to power intent recognition, chatbot workflows, and agent-assist tools
Benefits
- Health & wellness coverage including medical, dental, vision, and mental health resources
- Generous time off including PTO, holidays, a company-wide Priceline Pause reset week, and paid volunteer days
- Work/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)
- Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax-advantaged accounts
- Signature travel perks including employee-only discounts on hotels and flights, VIP deals, and Big Deal Bucks credits
- Additional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefits
- A people-first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
