Global Travel Training Leader: NHT, GDS & Performance

ExlService Holdings, Inc.; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

ExlService Holdings, Inc. is seeking a Sr Training Manager – Travel Business to lead and manage a global team of trainers, delivering end-to-end training for new hires, upskilling tenured employees, and driving performance improvements across air bookings, fare construction, reissues, refunds, and policy compliance.

You will oversee content governance, KPI dashboards, and collaboration with Operations, Quality, and HR to ensure training aligns with business goals and market trends.

Qualifications

• 9–12 years in Process Training, with 2+ years in supervisory/managerial role in Travel.
• Proven expertise with GDS (Amadeus, Sabre, Galileo) and end-to-end travel processes.
• Experience in global travel ops (B2C/B2B) in contact center or shared services.
• Strong facilitation, presentation and communication skills.
• Excellent stakeholder management and cross-functional collaboration.
• Analytical mindset to interpret data and drive improvements.
• Proficiency in MS Office, LMS, and reporting systems.

Responsibilities

• Lead end-to-end New Hire Training (NHT) including onboarding, facilitation, assessments and certification.
• Drive training programs on air bookings, fare rules, reissues, refunds, and policy compliance.
• Ensure effective use of GDS systems (Amadeus, Sabre, Galileo).
• Own Nesting/OJT phase, monitor trainee performance, and ensure production readiness with reports.
• Conduct Training Needs Analysis from performance trends and QA feedback.
• Coordinate refresher, upskilling, and cross-training to strengthen agent capability.
• Develop, review and maintain training material including SOPs and process flows.
• Lead, coach and mentor a team of Process Trainers and SMEs; Train-the-Trainer programs.
• Partner with Operations, Quality, Workforce, and HR; present dashboards and insights to stakeholders.
• Stay current with travel industry trends and regulatory changes; disseminate updates to training team.

Skills

GDS Systems

Training Delivery

Stakeholder Mgmt

Tools

MS Office

LMS platforms

Reporting systems

Job description

ExlService Holdings, Inc. is seeking a Sr Training Manager – Travel Business to lead and manage a global team of trainers, delivering end-to-end training for new hires, upskilling tenured employees, and driving performance improvements across air bookings, fare construction, reissues, refunds, and policy compliance.

You will oversee content governance, KPI dashboards, and collaboration with Operations, Quality, and HR to ensure training aligns with business goals and market trends.