Director, Global Training - Corporate Travel Operations

Direct Travel, Inc.; United States; A distancia; USD 150.000 - 200.000; Jornada completa

Descripción de la vacante

Direct Travel, Inc. seeks a Director, Global Training & Enablement to design, build, and scale a unified global training model across regions and delivery partners on the Avenir platform.

You will own end-to-end training, from curriculum development to delivery, certification, and continuous improvement, ensuring advisers provide world-class service at enterprise scale. The role blends strategic program ownership with hands-on leadership, advancing consistency, operational excellence, and

Formación

• 5+ years in travel operations, training, or enablement.
• Experience leading a global training function across regions and time zones.
• Deep expertise in corporate travel operations and GDS platforms.
• Ability to design and scale global training programs.

Responsabilidades

• Own and drive the five-pillar global training model: Unified Team, Curriculum, Intake, Delivery, Tracking.
• Lead Global Enterprise Training Team (HUB) and implement train-the-trainer across locations.
• Define a core curriculum path for every advisor role globally with role-based electives.
• Align training with COO priorities: Everyone Is a VIP, margins, scalable delivery.
• Develop Avenir platform‑specific training across booking, disruption, and in‑platform workflows.
• Create global service standards with localization (language, currency, regulations).
• Lead and develop certified Enterprise Trainers across regions and time zones.

Conocimientos

Global training

Team leadership

GDS platforms

Avenir training

LMS

AI/Automation

Change management

Training ROI

Herramientas

Sabre

Amadeus

LMS

Descripción del empleo

Director, Global Training - Corporate Travel Operations (US or UK virtual)

#LE20-2507

Remote, United States

Virtual or In Office

Virtual

Job Description

POSITION OVERVIEW

The Director, Global Training & Enablement is a strategic leader responsible for designing, building, and scaling a unified global training model that supports Direct Travel's "Everyone Is a VIP" operating vision. This role owns the end-to-end training function—from curriculum development through delivery, certification, and continuous improvement—ensuring advisors across all regions, service locations, and delivery partners deliver world‑class service on the Avenir platform at enterprise scale.

This position blends strategic program ownership with hands‑on team leadership, driving consistency, operational excellence, and measurable service impact across all geographies and service lines.

KEY RESPONSIBILITIES

• Own and execute thefive-pillar global training model: Unified Team, Unified Curriculum, Unified Intake, Unified Delivery, and Unified Tracking
• Establish and lead theGlobal Enterprise Training Team (HUB), implementing a train‑the‑trainer model across all service locations and delivery teams
• Define and maintainone mandatory core curriculum pathfor every advisor role globally, with role‑based elective catalogs
• Ensure training aligns withCOO strategic priorities: "Everyone Is a VIP," margin expansion, and scalable service delivery without proportional headcount growth
• BuildAvenir platform‑specific trainingcovering conversational booking, disruption management, trip queries, advisor‑in‑platform workflows, and exception management
• Createglobal service standardswhile enabling market‑specific delivery and localization (language, currency, regulations, cultural nuance)
• Lead, mentor, and develop a global team ofcertified Enterprise Trainersacross multiple regions and time zones
• Establish and operationalizetrainer certification programwith recertification cycles tied to platform releases and curriculum updates
• Provide weekly team updates, performance feedback, and coaching on training effectiveness and learner outcomes
• Buildtrain‑the‑trainer capabilityacross all service locations to scale training delivery without proportional cost growth
• Establish a regulartrainer alignment cadenceacross all locations to ensure consistency, share best practices, and cascade product/platform changes
• Hold trainers accountable tolearner feedback scoresand training effectiveness metrics
• Design and maintainAvenir‑focused training modulescovering:
• Agentic AI workflows and exception management
• Conversational booking and trip management via chat, SMS, WhatsApp, and voice
• Predictive disruption signals and proactive rebooking
• Dynamic policy compliance and automated approvals
• Profile depth and traveler intent anticipation
• One-platform orchestration (air, hotel, rail, car, expense, payments, risk, comms)
• Create training forAI‑assisted tools and automation
• Ensure advisors understand their role asExperience Managers, not transaction processors—focusing on exceptions, nuance, and high‑value client interactions
• Developchange management trainingfor platform releases, new AI capabilities, and policy/workflow updates
• Leadonboarding readinessfor work transitions and service delivery model changes, ensuring advisors in all locations are equipped to handle Core, Avenir, and GDS servicing
• Developscalable, localized trainingthat maintains global standards while reflecting local market requirements, regulations, and cultural context
• Supportnew market and location launcheswith training frameworks adaptable across all regions and markets
• Partner withOperations leadershipto align training timelines with capacity plans and work transition schedules
• Buildfollow‑the‑sun training supportthat scales with the service footprint, ensuring advisors in every time zone can access to learning resources and trainer guidance
• Unified Intake, Delivery & Tracking
• Establishone standard global training request formauto‑routed to certified trainers with defined SLAs and lead times
• Implementsingle global Learning Management System (LMS)with real‑time dashboards tracking:
• Learner progress, compliance, and pass/fail reporting
• Training completion and role‑based certification status
• Trainer effectiveness scored via learner feedback
• Performance analytics linked to operational KPIs (SLA, quality, productivity)
• Designmultiple delivery modalities: instructor‑led, e‑learning self‑paced, job aids, workflow guides, and peer coaching
• Establishstandard global communication methods(email, chat, escalations) for training support and change notifications
• Definechange management workflowfor curriculum updates, ensuring rapid deployment of product/platform changes
• Measurement, Reporting & Continuous Improvement
• Track and reporttraining effectiveness metricsaligned to operational impact:
• Advisor productivity and quality improvements post‑training
• SLA attainment and consistency across regions
• AI tool adoption rates and workflow automation compliance
• Learner satisfaction and trainer effectiveness scores
• Implementpost‑training evaluations and performance assessmentsto validate skill mastery and readiness
• Establishcontinuous improvement cadence(monthly) with Global Training Council to elevate insights, approve content changes, and refine delivery
• PublishYear 1 capability reportto leadership demonstrating training ROI and operational impact
• Link training outcomes toglobal talent developmentand career progression
• Cross‑Functional Collaboration & Governance
• Partner withEfficiency & Operations teamsto translate workflow automation and AI initiatives into training content
• Collaborate withProduct teamson Avenir training and platform readiness
• Align withGDS, Core Product Support, and Avenir Product Supportteams on platform‑specific curriculum
• EstablishGlobal Training Governancewith clear ownership, escalation paths, and decision rights
• Supportenterprise‑wide transformation initiatives, embedding training into PMO and change management workflows

REQUIRED QUALIFICATIONS

• 5+ yearsin travel operations, training, workforce enablement, or related function
• Proven experience managing a team of trainers or learning professionalsacross multiple regions
• Deep expertise in corporate travel operations, GDS platforms (Sabre, Amadeus), and international ticketing
• Demonstrated ability designing and scaling training programsacross geographies, cultures, and time zones
• Strong communication and facilitation skills; ability to simplify complex technical and operational topics
• Global mindset and comfort working across time zones, cultures, and organizational boundaries
• Project management disciplinewith ability to manage multiple workstreams and timelines simultaneously

PREFERRED QUALIFICATIONS

• Experience withmulti‑location or global service delivery models and distributed team leadership
• Hands‑on knowledge of Avenir platformor similar modern travel booking/servicing systems
• Background withAI/automation tools(including agentic AI platforms)
• Familiarity withworkflow automationoragent‑assist technologies
• LMS implementation or administrationexperience (configuration, reporting, user management)
• Experience in afast‑paced, transformation‑focused environmentwith rapid platform/product evolution
• Training ROI analysisand ability to link learning outcomes to operational metrics

SUCCESS MEASURES (FIRST 12–18 MONTHS)

• Global training framework(five pillars) established, approved, and operationalized across Direct Travel and ATPI
• Avenir platform trainingfully developed and deployed; 90%+ advisor proficiency on core workflows
• Global Enterprise Training Team (HUB)stood up with certified trainers across regions; train‑the‑trainer model active
• Onboarding readinessachieved; service delivery and work transitions supported with zero training‑readiness gaps
• Single global LMSlive with real‑time dashboards; 100% training compliance tracking across all advisors
• Unified intake processlive; training SLAs met with <5% variance across regions
• Advisor productivity and quality improvementsmeasurable post‑training (target: 10–15% efficiency gain, consistent SLA attainment)
• AI tool adoptionat 80%+ usage rates
• Trainer effectiveness scoresaveraging 4.2+/5.0 on learner feedback; continuous improvement cadence established
• New market and location launch trainingembedded in operational rhythm across all regions

ADDITIONAL REQUIREMENTS

• Willing to travel 15–25%as needed to support service locations and global training initiatives
• Flexibility to work across time zonesfor trainer alignment calls, global stand‑ups, and 24/7 training support model