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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