Learning & Development Program Manager

Introduction to the Team

This role sits within Expedia Group’s Traveler & Partner Service Platform (TPSP) Operations Excellence organization, which designs, deploys, andmaintainsshared services that power a best-in-class traveler and partner service operation at scale.

The Learning & Development Program Manager role sits on the Agent Effectiveness team within TPSP Global Learning & Development. This team designs, develops, and deploys scalable learning and development programs that elevate customer service agent performance and resonate with our workforce across both internal and outsourced contact center operations. The Learning & Development Program Manager leads the design, governance, and execution of training initiatives across Expedia Group’s outsourced vendor network, partnering closely with global operations, vendor management, and supporting teams to drive performance and consistent, high-quality customer experiences.

In this role, you will:

• Own the end-to-end L&D program portfolio for assigned lines of business and vendors 64 from intake and scoping, through planning, execution, and post-implementation review 64 ensuring clear charters, owners, timelines, and success metrics for each initiative.

• Build and run a structured training governance model (cadence, forums, and decision logs) with operations, vendor management, workforce management, quality, and content teams to prioritize demand, align roadmaps, and resolve conflicts across sites and partners.

• Create and maintain integrated training calendars and project plans (including new hire, upskilling, and strategic initiatives) across internal and external sites, proactively managing capacity, dependencies, risks, and change impacts.

• Design, standardize, and continuously improve PMO ways of working for L&D (templates, status reports, RAID logs, playbooks), driving consistency in how initiatives are planned, delivered, and communicated across the network.

• Lead cross-functional training and communication workstreams for new products, systems, and process changes, ensuring clear scope, stakeholder alignment, change impact assessments, and go-live readiness across all affected sites and vendors.

• Build and maintain performance and program dashboards that connect training activity to operational outcomes (SLAs, KPIs, quality, and customer experience), using insights to recommend course corrections and future investment priorities.

• Cultivate strategic relationships and executive-level governance routines with senior stakeholders and partner training leaders, deeply understanding lines of business, surfacing where Agent Effectiveness can add value, and using data and clear narratives to shape decisions, secure alignment on priorities, and drive accountability for outcomes.

• Lead and develop a high-performing, inclusive team of L&D professionals and project contributors, providing clear priorities, coaching, feedback, and support so they can deliver complex programs effectively across our global network.

• Champion innovation in how programs are delivered by piloting digital, virtual, and AI-enabled learning solutions and scaling successful approaches across our global network.

Experience and qualifications:

• You have a bachelor’s degree in Business, Education, Human Resources, or a related field (or equivalent related professional experience), and 5+ years of experience in the customer service industry as a Training, People, or Program Manager, including at least 2+ years specifically in program management, preferably in contact center environments.

• You have proven experience managing large-scale training and development programs in a travel, customer service, or BPO environment, including work with vendor or partner operations and service-level agreements.

• You have demonstrated success leading complex, non-technical programs in dynamic, ambiguous environments with evolving requirements.

• You have strong data and analytical capability, including KPI development, program evaluation, and using insights to drive continuous improvement.

• You bring solid business and project management acumen, with experience managing budgets, timelines, risks, and stakeholder relationships to achieve strategic outcomes.

• You bring excellent communication, facilitation, and stakeholder management skills, with a history of leading and coordinating cross-functional project contributors, managing multiple overlapping initiatives, and building strong, trust-based relationships across internal teams and external partners.

• You demonstrate effective change management leadership, including communications, stakeholder engagement, and program evaluation across multiple sites or partners.

• You are highly organized, able to set priorities, multi-task, and remain effective in a fast-paced, dynamic environment, working both independently and collaboratively.

The total cash range for this position in Seattle is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.The total cash range for this position in Austin is $110,500.00 to $155,000.00. Employees in this role have the potential to increase their pay up to $177,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. The total cash range for this position in Springfield is $90,000.00 to $126,000.00. Employees in this role have the potential to increase their pay up to $144,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.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.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.