Senior Learning and Development Program Manager

AAA Mountain West Group • Walnut Creek, CA

1d • Hybrid

About The Position

The L&D Program Manager is a strategic and hands-on leader responsible for the end-to-end advisor lifecycle—from onboarding and nesting to mastery and facilitation. This role translates AAA MWG’s travel priorities into world-class training programs that drive revenue, advisor confidence, and member satisfaction. You will ensure the technical mastery of travel sales, systems and industry compliance. You will be Reporting to the Learning & Development department while remaining embedded within the Travel business unit.

Requirements

• Sales Intuition: Deep understanding of consultative advising, upselling (insurance, FIT, upgrades), and persistence/grit in sales.
• Presentation Excellence: Ability to command a room (virtual or in-person) and facilitate high-energy, interactive workshops.
• Strategic Agility: Ability to analyze performance gaps and pivot training strategy to meet shifting business needs.
• Tech Savvy: Advanced proficiency in Google Suite and Travel GDS systems (Sabre/Travelport).
• Excellent facilitation and communication skills.
• Bachelor’s degree in Education, HR, Business, or Hospitality
• 8 years of experience in program management including 7 years as a learning and development program manager role
• Or High School diploma and 12 years of experience in program management including 7 years as a learning and development program manager role
• Or a combination of education and relevant experience

Nice To Haves

• Experience in the travel industry or hospitality or lifestyle brands
• Background in Instructional design
• Certifications: CTA/CTC/MCC or similar industry accreditation

Responsibilities

• Conduct thorough needs assessments for the Travel business, identifying their Key Performance Indicators (KPIs) to clearly define what success looks like for the team.
• Collaborate with other AAA clubs to gather and implement best practices within MWG.
• Design, build and manage a unified Travel Curriculum, logically categorized by: training, systems, products, destinations, sales skills, and compliance.
• Develop and deliver training programs utilizing a "Sales-First Methodology" focusing on critical areas such as discovery, deal rigor, pipeline building, and establishing consistent outbound sales habits.
• Partner with Travel Leadership, Sales teams, and Preferred Suppliers to ensure all training is strategically aligned with "Club-Owned" programs and high-margin revenue goals.
• Implement AI tools : leveraging modern tools to personalize the learning experience, accelerate content updates, and optimize program operations.
• Lead high-energy, interactive onboarding sessions covering the travel ecosystem (geography, airfare basics, tours, cruises) and core systems (Sabre, Travelport, TST).
• Design and Manage the "Nesting" phase in partnership with Travel leadership. Help provide a feedback loop during the critical first 90 days.
• Implement rigorous skill checks and "customer-ready" certifications before advisors move to the field.
• Create a tiered curriculum (Rising → Established → Master) integrated with The Travel Institute (CTA/CTC) and specialist programs.Ensure that all travel advisors achieve Certified Travel Associate accreditation and/or continuing education.
• Facilitate role-plays, scenario-based learning, and rubrics that drive immediate behavior change in sales and service.
• Create and lead a coaching program for Travel Sales Managers (TSMs) to help them better support their teams, and in alignment with our enterprise sales program.
• Partner with TSMs to identify individual performance gaps and create customized "upskilling" plans for struggling advisors.
• Maintain a "Changelog" system to ensure materials stay current with fast-moving industry changes and supplier updates.
• Identify, track and report on Travel L&D KPIs on an ongoing basis
• Build and manage the Travel Familiarization (FAM) program, tying opportunities to specific destination/lifestyle specialty training.

Benefits

• Great Pay - 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
• Benefits – 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 – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level