北京招聘

职位描述：
Learning & Development Program Manager
The Learning and Development Program Manager will lead and support the learning function for one or more of Expedia Inc. outsourced integrated customer service and sales operations.
The primary objective of this role is to achieve revenue and quality targets:
a. Customer Experience
b. Sales Conversion
c. Operational Efficiency (AHT, AEN Reduction, Breakage, Coupon Utilization, etc.)

This role will ensure that agents are prepared to deliver superior performance for our partners by developing and delivering stellar training curriculum and learning interventions.
In addition, this role will represent Global L&D in our Contact Centers, developing effective working relationships with all key stakeholders (Service Delivery, LOB, WFM and partner Center Leadership).

Responsibilities
1. Perform quarterly evaluations of partner training teams.
2. Conduct Trainer endorsements for Expedia partner centers.
3. Perform regional support of all training needs.
4. Conduct Root Cause Analysis of issues around Expedia Inc. centers.
5. Analyze business results and identify learning opportunities, while designing learning interventions addressing the issues.
6. Conduct Train the Trainer activities for both new hire and recurrent training.
7. Drive accountability across all partner centers and meet tight deadlines
8. Adjust and be flexible to schedule requirements.
9. Participate in the curriculum design process and provide feedback if and when necessary. Review the curriculum effectiveness and relate its relevance to related audiences.
10. Build strong relationships with all the partner training teams and relevant stakeholders
11. Other adhoc activities as needed.
Competencies
? Proven training and facilitation capabilities along with coaching experience.
? Proven ability to work with multiple overlapping projects with multiple stakeholders.
? Ability to facilitate curriculum and lead group discussions in a professional manner.
? Exceptional verbal and written communications skills
? Proven collaboration and relationship building skills
? Strong organization and planning skills with the ability set priorities
? Ability to make business decisions
? Proven problem solving abilities
? Ability to learn different technologies and operating policies and procedures quickly
? Proven ability to multi-task and remain organized under pressure
? Ability to work effectively both independently and with a team
? Ability to manage cost effective solutions to own travel plans, and contribute to cost saves at a regional level
? Experience using e-learning tools (i.e. Frontpage, Captivate, Lectora, etc.) is a plus
? Solid understanding of Microsoft Word, Excel, PowerPoint, Live Meeting and Internet Explorer

Qualifications:
? External/Internal Trainer certifications preferred.
? Intermediate to proficient GDS knowledge and expertise (Sabre, Amadeus, WorldSpan, etc.) is a must
    - Minimum 2 years as a people manager.
    - Minimum of 3 years in training management.
    - Minimum of 2 years in a travel environment. (Preferable)
? Bachelor's Degree in Human Resources, Learning and Organizational Development or equivalent
- Proficient in English communication (written/verbal).
- Japanese or Korean or Mandarin/Cantonese language skills required 举报 分享

Expedia是全球最大的在线旅游公司，其业务量约占全球在线旅游市场的三分之一。
Expedia是美国著名的旅游网站，所属WTE公司（Worldwide Travel Exchange）。网站提供机票预定、租车公司、全球超过 3000个地点的旅馆及超值优惠的房价，旅馆的详细资讯亦可于线上浏览。旅客只要输入心中理想价位与地区等，在最短的时间内，即可得到最即时且正确的报价。