Learning Enablement Program Manager
At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.
Introduction to the Team
The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our customer-first mindset focuses on developing products that encourage loyalty and repeat business from our travelers and partners. We partner closely with teams across Expedia Group to achieve growth and results for our customers and company.
Expedia Technology teams partner with our Product teams to create innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences that drive loyalty and traveler satisfaction.
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.
In this role, you will:
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.
Experience and Qualifications
Required:
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.
Preferred:
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.
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Benefits and perks
Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediggroup.com/life.
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.
About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.
Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.
Equal Opportunity
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.