Learning Enablement Program Manager

About the position

This role sits within the Traveler & Partner Service Platform (TPSP) Operations Excellence organization, which designs, deploys, and maintains shared services that power a best-in-class traveler and partner service operation at scale. As a Learning & Enablement Program Manager on the Agent Effectiveness team within TPSP Global Learning & Enablement, you will help design, develop, and deploy scalable programs that elevate customer service agent performance across both internal and outsourced contact center operations — supporting learner readiness and sustained performance improvement at scale.

Responsibilities

  • Support the end-to-end delivery of assigned Learning & Enablement programs, from intake and planning through execution and post-launch follow-up, ensuring actions, owners, timelines, and success measures are clearly documented.
  • Coordinate project plans, training calendars, and implementation schedules for new hire, upskilling, and continuous improvement initiatives across internal and outsourced environments.
  • Track project milestones, task completion, risks, dependencies, and mitigation plans, escalating issues as needed and keeping relevant stakeholders informed of progress and timeline changes.
  • Maintain program and project documentation, meeting notes, action logs, and other materials to support effective execution and communication.
  • Partner with subject matter experts and senior team members to gather requirements, clarify needs, and support the development and delivery of learning solutions.
  • Coordinate, deliver, and document internal training programs, applying adult learning principles and learning models to improve learner performance and business outcomes.
  • Support the collection, analysis, and reporting of training and performance data, using key metrics and stakeholder feedback to monitor effectiveness and identify improvement opportunities.
  • Build productive working relationships with internal stakeholders, operations partners, and vendor teams by responding accurately, professionally, and in a timely manner.
  • Lead smaller projects or workstreams under guidance, while contributing to larger cross-functional initiatives that support operational readiness and performance improvement.
  • Research industry practices and emerging learning approaches, summarizing findings and recommending practical ideas that may improve program effectiveness.

Requirements

  • Bachelor's or master's degree in Business, Education, Human Resources, or a related field; or equivalent related professional experience — plus 2+ years of relevant experience with a bachelor's degree or 0–2 years with a master's degree.
  • Experience in Learning & Enablement, training, enablement, program coordination, or a related field, preferably within customer service, contact center, travel, or operational environments.
  • Effective facilitation skills, including contextual and social awareness, adaptability, active listening, and the ability to create a collaborative and participatory learning environment.
  • Organized approach to work, with the ability to manage multiple tasks, maintain documentation, and follow project timelines while partnering with others to achieve milestones and deliverables.
  • Proficient written and verbal communication skills, with the ability to summarize key points, document actions, and share information in a way that is appropriate for the audience.
  • Foundational understanding of project management practices, including scheduling, documentation, issue tracking, and risk mitigation.

Nice-to-haves

  • Developing strength in data collection and analysis, including identifying relevant data sources and using program or stakeholder data to inform decisions.
  • Awareness of how the department operates within the broader organization, including the impact of policies, business priorities, customer needs, and resource decisions on outcomes.
  • Familiarity with key learning and development metrics and terminology, with the ability to apply that knowledge to support efficiency, effectiveness, and continuous improvement.

Benefits

  • medical coverage
  • dental coverage
  • vision coverage
  • paid time off
  • Employee Assistance Program
  • wellness reimbursement
  • travel reimbursement
  • travel discounts
  • International Airlines Travel Agent Network (IATAN) membership
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