Senior Training Manager

Road Scholar

Senior Manager of Training at Road Scholar overseeing training initiatives and knowledge management in travel services. Leading training enhancements and fostering continuous learning within the team.

Posted 6/27/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $86,750 - $94,750 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

instructional designperformance analysisknowledge managementADDIE modeltraining developmentdata analysistraining methodologiesadult educationinclusive designknowledge repository management

Soft Skills

leadershipmentoringrelationship buildingorganizational skillsanalytical skillsproblem-solvingteam-buildingchange managementcommunication skillsflexibility