Learning & Knowledge Associate

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

Learning & Knowledge Associate

Norwalk, CT • New York • Full time

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Why this job’s a big deal:

As our Learning and Knowledge Associate, you’ll be a key contributor to the growth and development of our external Priceline partners around the globe! This role is a unique opportunity to both own the execution of established internal learning programs and our on‑demand learning platforms, and grow new initiatives that contribute to the overall customer service and sales agent experience at Priceline. If you are motivated by working in a fast‑paced environment, connecting with people, and being a catalyst for people development on a global scale, then this job is for you!

In this role you will get to:

• 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

Who you are:

• 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
• Passion for accessibility, inclusive design, and global learner engagement
• The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics are essential

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

The salary range for this position is $70,000-$85,000.

Flexible work at Priceline

Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.

Perks & Benefits at Priceline

Health & wellness coverage including medical, dental, vision, and mental health resources

Generous time off including PTO, holidays, a company‑wide Priceline Pause reset week, and paid volunteer days

Work/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)

Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax‑advantaged accounts

Signature travel perks including employee‑only discounts on hotels and flights, VIP deals, and Big Deal Bucks credits

Additional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefits

A people‑first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together

Specific benefits and programs vary by location.

Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world.