Global Learning & Knowledge Specialist

Priceline; Norwalk (CT); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

Health & wellness

Generous time off

Work-life support

Retirement plans

Employee travel perks

Partner discounts

ERGs & culture

Job summary

Priceline in Norwalk, CT is seeking a Learning & Knowledge Associate to drive growth of external partners worldwide. You’ll own internal learning programs, manage on‑demand platforms, and grow initiatives that boost customer service and agent experience.

You’ll translate complex topics into clear training content, maintain knowledge bases, and collaborate with cross‑functional teams. This hybrid role offers two onsite days with remote or office work on other days.

Qualifications

• 1–3 years of experience in technical writing, knowledge management, or content strategy and instructional design, ideally within a customer support or service environment.
• Strong writing and editing skills—able to simplify complex information for diverse audiences.
• Experience using Confluence, or enterprise-level knowledge tools.
• Strong understanding of instructional design principles and methodologies.
• Proficiency in using instructional design software and tools (e.g., Articulate 360).
• Background in travel, flights, or OTA operations is an advantage.
• Highly organized with excellent project management and prioritization skills.
• Strong attention to detail, especially in formatting, accessibility, and tone of voice.
• Committed to Priceline values: Customer, Innovation, Team, Accountability, and Trust.
• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability, and Trust.

Responsibilities

• Put the customer at the center of every knowledge solution you create.
• Write, edit, and maintain knowledge base articles in platforms such as Confluence and CARES.
• Translate complex topics into simple, usable content for agents and trainers.
• Apply technical writing best practices to ensure consistency, accessibility, and clarity.
• Maintain and update training curriculum and material to ensure accuracy and relevance.
• Review and revise knowledge base and training content based on feedback and performance data.
• Collaborate with cross-functional teams to gather and validate source content.
• Triage and manage Jira tickets from global support sites, ensuring requests are prioritized and resolved efficiently.
• Respond to content update and addition requests from global stakeholders, keeping knowledge assets accurate and current.
• Support AI initiatives by structuring knowledge content to power intent recognition, chatbot workflows, and agent‑assist tools

Skills

Technical writing

Knowledge management

Content strategy

Instructional design

Confluence

Articulate 360

Jira

Project management

Editing

Tools

Confluence

CARES

Articulate 360

Jira

Job description

Priceline in Norwalk, CT is seeking a Learning & Knowledge Associate to drive growth of external partners worldwide. You’ll own internal learning programs, manage on‑demand platforms, and grow initiatives that boost customer service and agent experience.

You’ll translate complex topics into clear training content, maintain knowledge bases, and collaborate with cross‑functional teams. This hybrid role offers two onsite days with remote or office work on other days.