Develop centralized training programs and assets (e-learning modules, playbooks, video content, quick reference guides, simulations, SOPs) to support both onboarding and ongoing development.
Translate product rollouts and operational initiatives into structured training campaigns with clear timelines, ownership, and reinforcement strategies.
Build scalable, tech-enabled training content that can be added to our LMS platforms and internal knowledge bases to ensure consistent training across teams and geographies.
Manage end-to-end training programs as 'products,' including needs assessment, design, launch, and adoption.
Establish a repeatable framework for training delivery, ensuring operational leaders know when and how to deploy content to their teams.
Partner cross-functionally with Product, Operations, Trust & Safety, and Hospitality leadership to anticipate training needs and align program rollouts.
Deliver high-impact live training sessions (virtual and on-site) while enabling managers and trainers to deliver ongoing reinforcement.
Define KPIs for training effectiveness (completion rates, assessment scores, behavior adoption, guest experience metrics, and operational KPIs).
Build dashboards and reporting mechanisms to measure progress and identify gaps.
Use data and learner feedback to iterate content and programs, and intervene quickly where training impact is lagging.
Benchmark training programs against industry best practices from technology and operations leaders to ensure relevance and innovation.
Serve as a strategic partner to property managers and leaders, providing coaching and playbooks for reinforcing learning.
Establish accountability loops for training completion and behavior adoption, ensuring training is not only completed but applied.
Create “train-the-trainer” programs to scale impact and empower on-site leaders to own learning outcomes.
Maintain an accessible library of evergreen resources for ongoing reference and self-service learning.

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