Senior Manager Training

Senior Manager Training (Airline CX Operaons)

We are seeking an experienced and dynamic Senior Manager Training to lead and scale our training opera¢ons
for a large-scale, global airline customer experience program. This is a high-impact role that will drive the end- to-end training strategy, content development, people leadership, and training eec¢veness across phone, chat, and email support channels. The ideal candidate is a proven training leader with deep domain exper¢se in airline opera¢ons and the global travel industry. A candidate with demonstrated success in managing high-volume ramp-ups and leading large training teams within the Airline CX opera¢ons. Key Responsibili¢es Strategic Training Leadership ¢ Develop and execute training strategies for airline customer experience opera¢ons, covering end-to- end travel processes such as new bookings, schedule changes, cancella¢ons, exchanges, codeshares, ancillaries, and more. ¢ ¢ ¢ Own and deliver training programs for all CX channels (phone, chat, email) ensuring they meet quality, compliance, and performance standards. Drive large-scale ramp-ups (8001,000 FTEs), ensuring ¢mely onboarding, cross-training, upskilling, and process rollouts aligned with business growth. Design and implement blended learning solu¢ons (instructor-led, e-learning, and hybrid) for diverse learner groups. People Leadership ¢ Lead and manage a training team of 2530 direct and indirect reports, including trainers and training managers. ¢ ¢ Foster a culture of accountability, con¢nuous improvement, and innova¢on. Oversee onboarding, coaching, mentoring, and performance management to build and retain a high- performing training team. Content Development & Learning Systems ¢ Oversee the design, development, and deployment of impac¢ul learning content for airline opera¢ons, covering fare rules, ARC/BSP compliance, IATA/TICO/DOT/ICAO guidelines, and customer handling standards. ¢ ¢ Ensure instruc¢onal design best prac¢ces are followed using tools like InVideo, Storyline, Moodle, or similar pla¢orms. Partner with internal stakeholders and subject ma¢er experts to update learning materials in line with industry changes and regulatory requirements. Stakeholder & Business Partnership ¢ ¢ ¢ Partner with opera¢ons leaders, quality teams, and client stakeholders to align training ini¢a¢ves with business goals. Monitor training eec¢veness, analyze metrics, and drive con¢nuous improvement through feedback loops. Support internal and external audits for training and knowledge management processes. Ideal Candidate Prole Must-Have: ¢ ¢ 10-12 years of progressive experience in training, with at least 68 years in people management roles. Proven experience as a Senior Manager Training leading large-scale airline or OTA airline CX opera¢ons (1,000+ FTEs). Hands-on exper¢se in travel industry processes and deep knowledge of interna¢onal airline opera¢ons, including ARC, BSP, IATA, DOT, TICO, ICAO. Demonstrated experience delivering training on core airline workows such as new bookings, schedule changes, cancella¢ons, exchanges, codeshare handling, and ancillaries. ¢ ¢ ¢ Extensive experience managing high-volume ramp-ups (8001,000 FTEs) within ¢ght ¢melines. Excellent stakeholder management, communica¢on, and data-driven decision-making skills. Flexibility to travel to other sites as needed. Preferred: ¢ ¢ Strong instruc¢onal design and content development skills for ILT (Instructor led training), e-learning, and hybrid models; experience with InVideo, Storyline, Moodle. (Instruc¢onal Design cer¢ca¢on is a plus.) Ability to think logically, act regionally, and drive execu¢on in complex enterprise environments. Posi¢on details: ¢ Loca¢on: Sector 142, Noida | Full-¢me, On-site (Must be open to relocate to Noida if not already based in NCR/Delhi)

Working Days: 5 Days a Week Repor¢ng To: Head of Training AIonOS is an equal opportunity employer. We celebrate diversity and are commi¢ed to crea¢ng an inclusive environment for all employees.