Senior Training Manager

About AIonOS

• Customer IT Solutions: Delivering exceptional digital transformation through our AI Pod-led services. AIonOS core strength lies in addressing the unique challenges enterprises face with precision-engineered AI solutions.
• AI-led products & Platforms: Industry-specific products are the perfect combination of deep industry knowledge and disruptive AI technologies. AIonOS harnesses the power of human intelligence and technology to solve todays problems and avoid future challenges.
• Data Intelligence Solution: Their data-driven insights offer comprehensive analytics and turn data into a powerful asset, enhancing ROI and powering sustainable growth.
• AI-Led Customer Experience: Their AI first vision of Technology augmented by humans; their transformative approach combines cutting-edge technology with deep domain expertise to deliver unparalleled service outcomes.

Senior Manager Training (Airline CX Operations)

• Develop and execute training strategies for airline customer experience operations, covering end-to-end travel processes such as new bookings, schedule changes, cancellations, 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 timely onboarding, cross-training, upskilling, and process rollouts aligned with business growth.
• Design and implement blended learning solutions (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, continuous improvement, and innovation.
• 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 impactful learning content for airline operations, covering fare rules, ARC/BSP compliance, IATA/TICO/DOT/ICAO guidelines, and customer handling standards.
• Ensure instructional design best practices are followed using tools like InVideo, Storyline, Moodle, or similar platforms.
• Partner with internal stakeholders and subject matter experts to update learning materials in line with industry changes and regulatory requirements.

Stakeholder & Business Partnership

• Partner with operations leaders, quality teams, and client stakeholders to align training initiatives with business goals.
• Monitor training effectiveness, analyze metrics, and drive continuous improvement through feedback loops.
• Support internal and external audits for training and knowledge management processes.

Ideal Candidate Profile

• 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 operations (1,000+ FTEs).
• Hands-on expertise in travel industry processes and deep knowledge of international airline operations, including ARC, BSP, IATA, DOT, TICO, ICAO.
• Demonstrated experience delivering training on core airline workflows such as new bookings, schedule changes, cancellations, exchanges, codeshare handling, and ancillaries.
• Extensive experience managing high-volume ramp-ups (8001,000 FTEs) within tight timelines.
• Excellent stakeholder management, communication, and data-driven decision-making skills.
• Flexibility to travel to other sites as needed.

Preferred:

• Strong instructional design and content development skills for ILT (Instructor led training), e-learning, and hybrid models; experience with InVideo, Storyline, Moodle. (Instructional Design certification is a plus.)
• Ability to think logically, act regionally, and drive execution in complex enterprise environments.

Position details:

• Location: Sector 142, Noida | Full-time, On-site (Must be open to relocate to Noida if not already based in NCR/Delhi)
• Working Days: 5 Days a Week
• Reporting To: Head of Training

AIonOS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.