make
{big deal}
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Florida - Miami

Manager, Learning and Development

R1692

Location

Norwalk

Career Track

People & Culture / Legal

Apply Now

Manager, Learning and Development

R1692

Location

Norwalk

Career Track

People & Culture / Legal

Our People & Culture and Legal teams make sure we provide a highly ethical working environment where everyone at priceline can bring their whole selves to work and deliver their very best each day.   We want you to thrive – to feel safe, supported, valued, and growing to your highest potential!

Priceline is looking for a Manager of Learning and Development, Customer Care who has experience with instructional design, eLearning and content creation.

This candidate should have a passion for supporting the priceline family, with a focus on learning. In this position, you will work with all departments within Customer Care to make sure that our contact center agents are informed and trained using the latest in learning technology and processes and reflect our priceline values.

The goal is an informed agent pool.

Come join a team who puts the customer at the center of everything we do!  This can be your chance to make a difference in the life of an everyday traveler!

Key Responsibilities:

  • Designs and implements curriculum and learning programs specifically for agents located in Customer Care contact centers globally

  • Researches new training techniques and suggests enhancements to existing training programs

  • Develops and implements a learning strategy for agents within our Contact Centers

  • Leads and manages an Instructional Designer and a group of learning specialists dedicated to improving and supporting the L&D Department’s learning philosophy of using blended learning solutions to develop our agent population

  • Takes ownership of Customer Care training for agents, remotely and through outsourced partnerships

  • Ensures consistency across customer touch points within Customer Care

  • Provides regular feedback to the Customer Care Leadership team on all learning and development topics

  • Maintains communication with customers to ensure effectiveness of training

  • Requires understanding of current product use and application

  • Coordinates the staffing and scheduling of in‑house and field training

  • Works within Learning Management System to deploy training to agents and maintain critical training records

Qualifications:

  • 2-4 years’ experience with adult education and curriculum development

  • Strong organizational, project management and excellent follow-through skills

  • Strong leadership and analytical skills with a high level of creativity

  • Knowledge of adult learning theory: ADDIE Model, RCD, SAM Model

  • Experience with eLearning tools: Captivate, Articulate, any LMS

  • Problem solving: uses sound business judgement to implement initiatives

  • ROI/Business Planning: ability to manage a budget and build strong business case and ROI assumptions for training investment

  • Experience with contact centers a plus

  • Education:  Bachelor’s Degree

  • Demonstrated history of living the values important to priceline:  Customer, Innovation, Team, Accountability and Trust. Unquestionable integrity and ethics.

    Priceline is an equal opportunity employer in accordance with all applicable federal, state and local laws.

 

Apply Now

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