Learning & Knowledge Associate

Priceline.com LLC; Norwalk (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

Priceline.com LLC is seeking a Learning & Knowledge Associate to advance the growth of external partner programs and enhance the agent experience through effective content and training strategies.

You will create clear knowledge content, maintain training materials, and collaborate with global teams to ensure accuracy. Knowledge tools like Confluence, CARES, and Jira will be central to daily work, with a focus on accessibility and inclusive design.

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.
• Passion for accessibility, inclusive design, and global learner engagement.

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

Editing

Content strategy

Instructional design

Project management

Tools

Confluence

Jira

Articulate 360

Job description

Overview

Learning & Knowledge Associate. We pride ourselves on customer care. The role contributes to the growth and development of Priceline’s external partners globally, managing established internal learning programs and on-demand learning platforms, and growing new initiatives that enhance the customer service and sales agent experience.

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.

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.
• Passion for accessibility, inclusive design, and global learner engagement.

Equal opportunity statement: Priceline is an equal opportunity employer and is committed to cultivating a diverse and inclusive environment for all employees.