The Director of Global Learning and Development is responsible for developing and delivering on the overall strategy for agent training for Expedia, Hotels.com and the Expedia Affiliate Network brands worldwide.
This role reports to the VP of Service Delivery and will engage with the Global Customer Operations Senior Leadership Team on the development of a strategy that enables the contact center agent population to successfully support Expedia’s customer needs.
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Key to this role will be the identification of our agent skill/knowledge requirements including soft skills, application skills, travel/product knowledge, brand experience knowledge, destination knowledge, customer service skills and language skills.
Development of a curriculum strategy and plan to acquire or create training modules. Creation and/or sourcing of required content for sales and customer service training.
Development of a delivery strategy to effectively enhance agent skill. Development of delivery tools to enable and measure effectiveness of training. Incorporate blending learning, e-learning and other training methodologies to meet training goals and needs.
Provide organizational development expertise to assist with organizational assessment and development. Design programs and activities that support organization and team effectiveness with a focus on Expedia competencies.
Lead all activities associated with securing appropriate vendor programs, resources and tools that enable the desired goals.
Work with senior management team to identify and quantify effective measurements (i.e. improvement of agent quality scores, improvement of customer satisfaction and sales conversion) as outcomes to training strategy for contact centers.
Proven management experience and the ability to establish and oversee objectives for a global team of 15-20 trainers, instructional designers, program managers and international contact center experience.
Job Requirements:
Demonstrated ability to articulate, design and implement a global training vision, strategy and action plan and roadmap for Expedia's contact center agents globally.
Exceptional Leadership Skills, including: Demonstrated ability to influence and drive results-oriented change, innovation and customer focus while fostering strong relationships and leading people. Will need to be able to effectively lead across a variety of internal and external customers to drive successful execution.
Significant experience with call center processes and systems is a must.
Ability to influence effectively with all levels of the organization. Advanced facilitation skills, particularly with senior leaders.
Hands-on management experience to develop and drive strategy and direct day to day activities and operations. Must be willing to teach by example and be able to put on a headset and demonstrate the right behaviors and customer service that we expect from our agent population.
BA and equivalent experience required. Master Degree preferred.
Minimum of 15 years of broad based training experience in a variety of environments including small to mid-sized companies in a fast growth environment is also preferred.
Ability to demonstrate and lead by example Expedia’s core values and competencies.
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