Customer Happiness Excellence Manager: Skills & Training Enablement (all genders)

Customer Happiness Excellence (CHX) is the enablement engine of Customer Service - ensuring every human and AI agent has the right knowledge, skills, and quality guardrails to deliver on our customer promise. We are a team of four pillars - Knowledge, Policy, Skill, and Quality Enablement - each owning a critical piece of that foundation. You will be owning the Skill Enablement pillar, responsible for the Customer Happiness Team's (CHT) operational readiness and capability building. 

Your work ultimately lands with the Customer Happiness agents - internal and vendor - who are the direct consumers of the training and enablement you build. But your key stakeholders are the CHT Team Leads, who own market performance end-to-end and rely on you to keep everyone in their delivery chain skilled and ready. Within Customer Happiness, you work closely with two other specialist teams - Workforce Management and Voice of Customer - alongside your peer pillars in CHX.

You own how CHT learns, ramps up, and stays equipped. As automation handles the routine, our agents step in for the complex - escalations, edge cases, and judgement calls. You design and build the training programs, manage Sana LMS, and track whether learning is actually working. This is not a facilitation-only role, you design, build, and continuously improve in a fast-paced, AI-heavy environment.

Onboarding & Ramp-Up

• Own the full onboarding lifecycle for new CHT hires and vendor teams - from kick-off to go-live sign-off - across all Lines of Business

• Build ramp-up curricula that embed the customer promise: not just what to do, but why and how

• Design, monitor, and continuously improve shadowing and nesting periods for new agents - defining what "ready to go live" looks like for each role and vendor tier 

Training & Capability Building

• Create and deliver targeted training for new launches, policy changes, and scope expansions - from microlearning to full programs - coordinated across internal teams and vendor partners

• Design power skills training for an AI-first environment: critical thinking, de-escalation, contextual case reading, emotional resilience and other

Competency & Performance Upskilling

• Own and evolve the CHT Skill Model, identify training needs from quality findings and KPI gaps, and design upskilling interventions and pre-high season learning sprints

• Build learning pathways tied to performance diagnostics and competency levels

LMS Ownership

• Administer CHT spaces in Sana LMS - user management, access rights, learning paths, assessments, and certification logic 

• Track completion and competency data, use analytics to improve content, and enable SMEs through train-the-trainer sessions

• 3+ years in L&D, instructional design, or training enablement in a fast-moving operational environment

• Background in customer service or contact centre environments 

• End-to-end ownership of training projects from needs analysis to delivery and sign-off

• LMS administration experience (Sana or equivalent) - content, learning paths, assessments, reporting

• Experience working with SMEs to turn expertise into scalable, reusable content

• Experience designing training for external vendor or partner teams

• Ability to translate operational complexity into clear, usable learning - not just content, but context

• Familiarity with Confluence, Jira, and Google Workspace, as well as with AI-powered content creation or prompt-based learning tools

• Impact: Shape the future of travel with products used by millions of guests and thousands of hosts. At Holidu ideas become products, data drives decisions, and iteration fuels fast learning. Your work matters—and you’ll see the impact.
• Learning: Grow professionally in a culture that thrives on curiosity and feedback. You’ll learn from outstanding colleagues, collaborate across disciplines, and benefit from mentorship, and personal learning budgets—with a strong focus on AI.
• Great People: Join a team of smart, motivated and international colleagues who challenge and support each other. We celebrate wins and keep our culture fun, ambitious and human. Our customers are guests and hosts—people we can all relate to—making work meaningful and energizing.
• Technology: Work in a modern tech environment. You’ll experience the pace of a scale-up combined with the stability of a proven business model, enabling you to build, test, and improve continuously.
• Flexibility: Work a hybrid setup with 50% in-office time for collaboration, and spend up to 8 weeks a year from other inspiring locations. You’ll stay connected through regular events and meet-ups across our almost 30 offices.
• Perks on Top: Of course, we also offer travel benefits, gym discounts, and other perks to keep you energized—but what truly sets us apart is the chance to grow in a dynamic industry, alongside amazing people, while having fun along the way.

Apply online on our career page! Your first travel contact will be Lena from HR.

We are committed to diversity in all aspects of our business. We encourage applications from all genders, all corners of the world and all individual backgrounds. You are welcome to submit your application without a photo and without stating your gender, date of birth, marital status, nationality or disability status (if applicable).
If you require any special assistance when arranging interviews, office visits or the recruitment process in general, please contact the relevant HR person responsible for this job and we will do our best to accommodate your needs.