Expedia Group is a global travel technology company that helps travelers explore the world through trusted brands, innovative technology, and customer-focused experiences. The company connects travelers, partners, and advertisers through its consumer brands, B2B network, and travel advertising business. Industry: Travel Technology. Employee size: 10,001+ employees.
The Training Manager will be part of the Traveler & Partner Service Platform (TPSP) Operations Excellence organization within the Product Team. The role sits in the Agent Enablement team, which designs, develops, and delivers scalable learning and development programs to improve customer service agent performance. The position is responsible for leading frontline facilitators, delivering business-aligned training programs, and partnering with operational stakeholders to support organizational performance and learning initiatives.
The selected candidate will lead training delivery by planning, coordinating, and overseeing onboarding, upskilling, and change management training programs while ensuring consistency, learner engagement, and high-quality delivery. Responsibilities include managing and developing facilitators through coaching, feedback, performance management, structured development plans, observation, and calibration sessions.
The role requires partnering with operational stakeholders to understand business needs, identify performance gaps, and recommend effective learning solutions aligned with organizational priorities. The Training Manager will evaluate training effectiveness by analyzing learner feedback, assessment results, operational KPIs, and other performance data to recommend improvements to training delivery.
Additional responsibilities include managing training schedules, facilitator readiness, project timelines, execution risks, communication with stakeholders, and ensuring successful implementation of assigned learning initiatives. The role also focuses on creating a positive, collaborative, and inclusive team culture while promoting accountability, adaptability, and continuous improvement.
Candidates should possess a Bachelor's degree or equivalent experience in Learning and Development, Education, Human Resources, Business, or a related field. Applicants should have at least 5 years of experience in learning and training delivery, preferably within contact center, operations, or customer service environments, along with 1 to 3 years of people leadership experience managing facilitators or frontline teams. Strong facilitation, presentation, coaching, project coordination, analytical thinking, problem-solving, and stakeholder management skills are essential.
This role is based in the Gurgaon office and follows Expedia Group's flexible work model requiring employees to work from the office at least three days per week. The position requires working evening hours between 7:00 PM and 12:00 AM IST with flexibility for the remaining working hours.
Expedia Group is committed to providing an inclusive and accessible recruitment process and is an equal opportunity employer
