Senior Training Manager

Road Scholar • ,

6d • $86,750 - $94,750 • Remote

About The Position

The Sr. Manager of Training is responsible for leading the strategic and operational aspects of training and knowledge management within the Travel Services Department. This role is pivotal in developing and executing robust training programs, building a comprehensive training infrastructure, and driving continuous improvements to boost agent performance and participant satisfaction. The Sr. Manager oversees the onboarding of new hires, the development and launch of ongoing training updates for incumbent workers, and the strategic direction of the department's knowledge repository. This position also includes supervision of the Air Help Desk Supervisor and their team, who provide critical support to inbound agents assisting participants. Ideal candidates will bring extensive experience in training and development. A background in contact center or travel services operations is helpful but not required. The Sr. Manager will oversee training initiatives at all levels to ensure a cohesive and high-performing Travel Services team. Road Scholar offers a remote work environment. The compensation range for this exempt level salaried position is $86,750 – $94,750 based on experience.

Requirements

• 5–7 years of experience in training, knowledge management, or a related field, with expertise in instructional design, leadership, relationship building, performance analysis, and managing multiple priorities in a fast-paced, collaborative environment.
• Ability to build relationships and influence at all levels of the organization.
• Excellent organizational, analytical, and problem-solving skills.
• Proven track record of leadership, team-building, mentoring, and change management.
• Demonstrated extensive knowledge of best practices in the creation and design of instructional materials for adult education and/or corporate training.
• Extensive knowledge of best practices in the accessible and inclusive design of in-person and online training materials.
• Strong knowledge management capabilities, including experience developing and maintaining knowledge repositories.
• Excellent written, email, verbal, and phone communication skills required.
• Ability to analyze performance data and metrics to identify trends, gaps, and training opportunities.
• Ability to prioritize workload, deadline driven, autonomous, and results oriented.
• Flexibility; open to challenges; skilled at working on several projects simultaneously.
• Practices the principles of mutual respect, kindness, and appreciation of diversity.
• Deals openly and honestly with others and does so in a true spirit of cooperation and camaraderie.
• Maintains confidences and respects confidentiality.
• Must have the ability to work from home with a reliable internet connection.

Nice To Haves

• Experience in contact center or travel services operations is beneficial but not required.

Responsibilities

• Maintain and enhance the knowledge management system with training materials, resources, and documentation to support ongoing learning and ensure accuracy, accessibility, and relevance to current travel services operations.
• Lead and mentor a team of training specialists, including those focused on new hire onboarding, ongoing training development, and knowledge repository management.
• Supervise the Air Help Desk Supervisor and provide guidance to ensure the help desk team effectively supports inbound agents assisting participants.
• Foster a culture of continuous learning and development within Travel Services, promoting employee growth and career advancement opportunities while conducting regular one-on-one meetings with direct reports.
• Oversee the training team in managing behavioral and performance issues for new hires, ensuring timely execution and thorough documentation.
• Analyze performance data to identify trends, areas for improvement, and training needs, implementing initiatives to address performance gaps and enhance overall service quality.
• Continuously evaluate and refine training methodologies and processes to improve efficiency and effectiveness, staying updated on industry trends and best practices in travel services and contact center training.
• Apply the ADDIE model of Analysis, Design, Development, Implementation, and Evaluation to create innovative best practice training and communication plans based on needs/gap analysis and organizational goals.
• Direct and oversee the training team, ensuring deadlines are consistently met and following up to ensure effectiveness of training and communications.
• Foster a culture of continuous learning and development within the contact center, promoting employee growth and career advancement opportunities.
• Develop and coach training specialists and the Air Help Desk Supervisor to enhance their leadership capabilities and professional growth.
• Exercise people management authority including participation in recruitment, performance decisions, pay/promotional recommendations, and succession planning for the training team.
• Align the training team around strategic initiatives and organizational objectives, creating partnerships that break down organizational silos.
• Contribute to and support the development of departmental strategies for Travel Services training and knowledge management.
• Influence policies and establish procedures within the training function and knowledge management area.
• Make independent decisions on matters of importance for the training function and its impact on Travel Services operations.
• Drive initiatives and lead change management across the training team and in support of broader Travel Services goals.

Benefits

• Medical, Dental and Vision Insurance (with a substantial employee subsidy!)
• 403(b) Retirement Plan with a company match of 5% after 1 year of employment!
• Up to 20 days of PTO annually, accrued every payroll cycle
• Enjoy a paid week off, in addition to your PTO, at the end of December to enjoy the holiday season!
• A generous employee discounts on our programs
• As a Road Scholar employee, you can opt-in to receive an IATA membership
• LinkedIn Learning access to all employees amongst other professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed