Learning & Knowledge Associate

About the role

We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.

Responsibilities

• Write, edit, and maintain knowledge base articles in platforms such as Confluence and CARESTranslate complex topics into simple, usable content for agents and trainers
• Apply technical writing best practices to ensure consistency, accessibility, and clarity
• Maintain and update training curriculum and material to ensure accuracy and relevance
• Review and revise knowledge base and training content based on feedback and performance data
• Collaborate with cross-functional teams to gather and validate source content
• Triage and manage Jira tickets from global support sites, ensuring requests are prioritized and resolved efficiently
• Respond to content update and addition requests from global stakeholders, keeping knowledge assets accurate and current
• Support AI initiatives by structuring knowledge content to power intent recognition, chatbot workflows, and agent-assist tools

Requirements

1–3 years of experience in technical writing, knowledge management, or content strategy and instructional design, ideally within a customer support or service environment

Strong writing and editing skills—able to simplify complex information for diverse audiences

Experience using Confluence, or enterprise-level knowledge tools

Strong understanding of instructional design principles and methodologies

Proficiency in using instructional design software and tools (e.g., Articulate 360)

Background in travel, flights, or OTA operations is an advantage

Hightly organized with excellent project management and prioritization skills

Strong attention to detail, especially in formatting, accessibility, and tone of voice

Committed to Priceline values: Customer, Innovation, Team, Accountability, and Trust

Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability, and Trust

Passion for accessibility, inclusive design, and global learner engagement

Qualifications

The salary range for this position is $70,000-$85,000.

In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.

Skills

Technical writing, knowledge management, instructional design, Confluence, Articulate 360, instructional design software and tools, travel, flights, OTA operations, project management, attention to detail, accessibility, inclusive design, global learner engagement, passion for travel, innovation, teamwork, accountability, trust, commitment to Priceline values.

Benefits

Health & wellness coverage including medical, dental, vision, and mental health resources

Generous time off including PTO, holidays, a company-wide Priceline Pause reset week, and paid volunteer days

Work/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)

Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax-advantaged accounts

Signature travel perks including employee-only discounts on hotels and flights, VIP deals, and Big Deal Bucks credits

Additional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefits

People-first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together