Senior Training Manager

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Road Scholar

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1975

📚 Education

🤝 Non-profit

👥 B2C

Education • Non-profit • B2C

Road Scholar is a not-for-profit organization that offers educational travel and lifelong-learning adventures for adults (primarily age 50+), combining guided, themed trips around the world with online lectures and community programs. Founded in 1975 as Elderhostel, it provides multi-day learning-focused travel, resources like financial aid and solo-traveler support, and curated collections of trips spanning hundreds of destinations and special-interest topics.

📋 Description

• Maintain and enhance the knowledge management system with training materials, resources, and documentation to support ongoing learning and ensure accuracy, accessibility, and relevance to current travel services operations • Lead and mentor a team of training specialists, including those focused on new hire onboarding, ongoing training development, and knowledge repository management • Supervise the Air Help Desk Supervisor and provide guidance to ensure the help desk team effectively supports inbound agents assisting participants • Foster a culture of continuous learning and development within Travel Services, promoting employee growth and career advancement opportunities while conducting regular one-on-one meetings with direct reports • Oversee the training team in managing behavioral and performance issues for new hires, ensuring timely execution and thorough documentation • Analyze performance data to identify trends, areas for improvement, and training needs, implementing initiatives to address performance gaps and enhance overall service quality • Continuously evaluate and refine training methodologies and processes to improve efficiency and effectiveness, staying updated on industry trends and best practices in travel services and contact center training • Apply the ADDIE model of Analysis, Design, Development, Implementation, and Evaluation to create innovative best practice training and communication plans based on needs/gap analysis and organizational goals • Direct and oversee the training team, ensuring deadlines are consistently met and following up to ensure effectiveness of training and communications • Develop and coach training specialists and the Air Help Desk Supervisor to enhance their leadership capabilities and professional growth • Exercise people management authority including participation in recruitment, performance decisions, pay/promotional recommendations, and succession planning for the training team • Align the training team around strategic initiatives and organizational objectives, creating partnerships that break down organizational silos • Contribute to and support the development of departmental strategies for Travel Services training and knowledge management • Influence policies and establish procedures within the training function and knowledge management area • Make independent decisions on matters of importance for the training function and its impact on Travel Services operations • Drive initiatives and lead change management across the training team and in support of broader Travel Services goals

🎯 Requirements

• 5–7 years of experience in training, knowledge management, or a related field • Expertise in instructional design, leadership, relationship building, performance analysis, and managing multiple priorities in a fast-paced, collaborative environment • Excellent organizational, analytical, and problem-solving skills • Proven track record of leadership, team-building, mentoring, and change management • Demonstrated extensive knowledge of best practices in the creation and design of instructional materials for adult education and/or corporate training • Extensive knowledge of best practices in the accessible and inclusive design of in-person and online training materials • Strong knowledge management capabilities, including experience developing and maintaining knowledge repositories • Excellent written, email, verbal, and phone communication skills required • Ability to analyze performance data and metrics to identify trends, gaps, and training opportunities • Ability to prioritize workload, deadline driven, autonomous, and results oriented • Flexibility; open to challenges; skilled at working on several projects simultaneously • Experience in contact center or travel services operations is beneficial but not required

🏖️ Benefits

• Medical, Dental and Vision Insurance (with a substantial employee subsidy!) • 403(b) Retirement Plan with a company match of 5% after 1 year of employment! • Up to 20 days of PTO annually, accrued every payroll cycle • Enjoy a paid week off, in addition to your PTO, at the end of December to enjoy the holiday season! • A generous employee discounts on our programs • As a Road Scholar employee, you can opt-in to receive an IATA membership • We take professional development seriously which is why we provide LinkedIn Learning access to all employees amongst other professional development opportunities