Learning & Development Specialist

Hopper embraces a modern approach to learning designed to bring the best out of our people. Our employees learn virtually and often asynchronously from all over the world, alongside a superstar training team to guide their growth and success. As a Learning Specialist, you will design, develop, and implement learning strategies, courses, and content to help our Service Optimization team reach peak performance. In this role, you will assume ownership of a vertical and work directly with those stakeholders to deliver timely, meaningful, and relevant training for our agents. You will help continually improve our onboarding program and upskilling efforts with the majority of your efforts focused on instructional design and building and maintaining online courses via Guru.

Develop and implement learning strategies and training programs via instructional design that drive performance
Conduct regularly a training needs analysis (TNA) with stakeholders
Create content for on-demand training courses & facilitator-led training
Build, organize, and optimize all learning materials (online courses, facilitator guides, job aids, activities, etc.)
Work with stakeholders to guide and suggest training material based on their needs and projected roadmaps
Develop content for onboarding, upskilling, and more
Ensure standards are upheld for facilitator-led trainings including record keeping
Manage Learning Libraries and assign courses and learning paths
Use data to evaluate the effectiveness of trainingIntegrate quality assurance feedback into the learning content development planImplement best practices that support adult learning
Experiment with new ideas—we are an adventurous bunch

+3 years of experience in learning program management and instructional design
Broad understanding of travel management (flights) and travel agent functions
Broad understanding of learning & development and quality assurance in contact centers
Experience working in Flight GDSs, mainly Sabre & Amadeus
NDC experience is a plus
Strong instructional design skills with a focus on e-Learning and self-guided learning for travel agents
Experience in building Learning & Development Courses
Understanding of common learning theories and models (Knowles, Bloom, Gagne, Kirkpatrick, etc.)
Excellent direct communication skills, written and verbalEnthusiasm and curiosity for conducting research and answering hard questions with data
Strong analytical skills with the ability to create solutions for operational problems
Material experience in responding quickly and efficiently to organizational and operational changes
Ability to develop trainer facing material (facilitator guides) in an easy to digest format