Learning Strategy Specialist, Reservations
  • Atlanta, United States
  • 1-404-715-2600
27 Feb 2022
Customer Service
5-7 Years
Job Description

Do you have a passion for learning and believe in its power to drive business results? Are you excited about being a part of a team that serves as a foundational pillar to driving organizational change and effectiveness? Do you enjoy developing strategies and managing projects that combine technology with multi-modal adult learning techniques to deliver world-class learning programs that will help transform the business. If so, Reservations & Customer Care Learning Strategy is the team for you!

The reservations learning strategy team is looking for highly motivated, creative, collaborative individuals with a strong business acumen to help us build the learning organization of the future and drive performance for our Domestic and International Customer Engagement Centers.

Example projects include:

  • Generate analysis of key programs to identify strengths and opportunities within the learning offer
  • Performance benchmarking of critical metrics within the division
  • Project tracking to ensure alignment of large/priority learning programs against resources and goals

Key responsibilities include:

  • Act as a business consultant to recommend new or existing solutions to close skill gaps
  • Conduct performance analysis to measure learning impact on reservations KPIs and employee engagement
  • Recommend cost effective solutions to meet business needs by consulting across team and business to diagnose problems
  • Generate and incorporate insights into a cohesive story that clearly addresses business questions
  • Influence the design of interactive and action-oriented learning that embeds performance support and increase knowledge retention
  • Manage projects requiring cross-functional input from strategy, finance, technology, field leader, and reservations specialists
  • Maintain operational aspects of learning operation, including scheduling learners, facilities, resources and facilitators
  • Support the efficient and consistent operation of the learning division by updating, refining, or supporting development of clear processes
  • Embed diversity and inclusion practices into all learning programs to increase employee engagement


      • Consistently makes safety and security of self and others the priority
      • Embraces diverse people, thinking, and styles
      • Must be performing satisfactorily in current position (if transferring internally)
      • Qualified candidates must be able to effectively communicate with all levels of the organization
      • Advanced Microsoft Office skills (Outlook, Word, PowerPoint, and Excel)
      • Analytical adeptness with the ability to draw insights from data coupled with a strong business acumen approach to strategies and solutions
      • Program and project management experience with advanced communication and presentation skills with a proven ability to influence and achieve win-win solutions
      • Understands the principles of assessment, program design, delivery, and development of metrics in large complex organizations
      • Ideally time spent in a Business Partnering or Center of Expertise (CoE) role
      • Working knowledge of the following HR/OD/OE processes: talent acquisition, retention, learning & development, competency modeling, coaching and mentoring
      • 3 - 5 years of experience in conducting learning analytics or learning operations
      • High school diploma, GED, or High School Equivalency
      • Consistently makes safety and security of self and others the priority
      • Embrace diverse people, thinking and styles


      • Airline/hospitality/retail industry experience preferred
      • Bachelor’s Degree preferred or five plus years of relevant experience; Master’s in Human Resources, Organization Effectiveness/Development, Talent Management, Business, or related field of study will set you apart

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