Training Team Leader

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

We are looking for a Training Team Leader to join our team, and to foster a culture of continuous learning, ensuring that our Customer Experience agents are equipped with the knowledge and skills to excel in their role and contribute to the company’s overall success.

Responsibilities:

Team Leadership and Management:

• Lead, mentor, and manage a team of internal training developers.
• Set clear objectives, provide regular feedback, and foster professional growth.
• Prioritize and allocate resources for training projects based on business needs.

Training Content Development:

• Oversee the creation of training content tailored to different teams within Guesty.
• Ensure training materials are accurate, engaging, and aligned with company processes, tools, and products.
• Incorporate learning principles and instructional design best practices into all materials.
• Work closely with customer-facing teams to identify training gaps. Collaborate with subject matter experts (SMEs) to develop comprehensive, up-to-date content.
• Maintain high standards for instructional content, ensuring it meets company branding and tone.
• Standardize training delivery methods to ensure consistency across the team.

Monitoring and Evaluation:

• Measure the effectiveness of training programs through feedback, assessments, and performance metrics.
• Use data-driven insights to refine and improve training content and delivery.
• Report on training outcomes and team performance to leadership.

Innovation in Learning Techniques:

• Explore and implement innovative training methodologies, such as gamification, microlearning, or blended learning.
• Leverage technology to enhance the learning experience, including AI technology, video-based learning, and other interactive tools.

Requirements:

• At least 2-3 years of experience in a leadership role.Proven ability to lead a diverse team of instructional designers and content developers.
• Deep understanding of learning theories, content design, and learning principles.
• High level of proficiency in English, both written and verbal.
• Hands-on experience in training content development, tailored to various learning needs.
• Strong interpersonal skills to liaise with multiple stakeholders and articulate training strategies.
• Ability to manage multiple projects simultaneously, ensuring on-time delivery of training programs.
• Proficiency in evaluating training effectiveness through data and metrics.
• Familiarity with authoring tools (Articulate 360), LMS platforms (Docebo), and support tools (Zendesk and Jira).

Outcomes and Impact:

• Enhanced support agent performance and confidence in resolving customer issues.
• Reduced time-to-competency for new hires and improved retention of product knowledge.
• Consistent, high-quality support delivery aligned with company standards.
• Improved customer satisfaction and reduced escalations due to well-trained agents.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.