Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Introduction to the Team

This role sits within Expedia’s Traveler & Partner Service Platform (TPSP) Operations Excellence organization, which design, deploy, and maintain best in class shared services that power a best in class traveler and partner service operation at scale.

The Sr. Manager, Training Delivery role sits on the Agent Effectiveness team. This team designs, develops, and deploys scalable learning and development programs that elevate customer service agent performance and resonate with our workforce. The Sr. Manager, Training Delivery will lead a team of trainers located in our Expedia run centers across the globe responsible for delivering training to our FTE agents and partnering closely with our operational leaders to identify opportunities for learning interventions.

In this role, you will:

• Lead end-to-end training delivery aligned to business priorities, learner needs, and organizational strategy, ensuring consistently high-quality facilitation and learning experiences.
• Act as a strategic business partner and advisor, diagnosing performance gaps and recommending delivery approaches that support complex business change.
• Drive data-informed decision-making, defining KPIs, analyzing satisfaction and outcomes data, and using insights to continuously improve delivery effectiveness and efficiency.
• Lead and develop people, coaching managers and facilitators, strengthening capability, and building high-performing, diverse teams with clear roles and accountability.
• Influence and collaborate cross-functionally, using business acumen and data to align stakeholders, build consensus, and gain commitment to delivery priorities.
• Manage complex training programs, integrating timelines, budgets, risks, and dependencies across multiple initiatives in dynamic and ambiguous environments.

Experience and Qualifications:

• Extensive experience in learning and training delivery in a contact center environment, with 8+ years in L&D or a related field (or 6+ with a Master’s degree), leading end-to-end, business-aligned programs.
• Proven people leadership experience (3+ years) managing and developing managers and/or facilitators, with a strong coaching and talent development focus.
• Demonstrated success leading complex, non-technical programs in dynamic, ambiguous environments with evolving requirements.
• Advanced facilitation and delivery expertise, including the ability to coach others to high standards of learner engagement and effectiveness.
• Strong data and analytical capability, including KPI development, program evaluation, and using insights to drive continuous improvement.
• Solid business and project management acumen, with experience managing budgets, timelines, risks, and stakeholder relationships to achieve strategic outcomes.

Please note that this full-time role is expected to work an evening shift with mandatory working hours between 9 pm to 1 am IST to accommodate time zone overlap with global peers and partners. This position is based in our Gurgaon office and, in alignment with our flexible work model, requires employees to be in-office at least three days a week. Relocation assistance will be considered for candidates relocating to these locations for this role.

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.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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, religion, gender, sexual orientation, national origin, disability or age.