Learning Tools Manager

About the Opportunity

The organization was born from a simple idea: connecting people through shared experiences. Since its inception, it has grown to encompass millions of hosts who have welcomed billions of guest arrivals across nearly every country globally. Every day, hosts offer unique stays and experiences that enable guests to connect with communities in a more authentic way.

Community You Will Join

The Community Support Training team is dedicated to building the knowledge, skills, and experiences that empower the support workforce to assist hosts and guests effectively. This role will oversee the learning technology stack that makes this training possible, including the Learning Management System (LMS), simulation, authoring, and design tools.

The Difference You Will Make

This is a high-impact, high-visibility role at a critical juncture. The organization is embarking on an LMS transition over the next year, and this position will lead that effort from beginning to end. The role operates at the intersection of learning strategy, product management, and enterprise technology, partnering closely with data & analytics, engineering, and sourcing & contracts teams to ensure training tools are scalable, measurable, and user-friendly.

Responsibilities

• LMS Ownership & Transition
  • Serve as the primary administrator and strategic owner of the organization's Community Support Organization's LMS, managing configuration, permissions, integrations, and content architecture.
  • Lead the end-to-end LMS transition project, encompassing requirements gathering, vendor evaluation, procurement, implementation, data migration, and change management.
  • Define success metrics for the new platform and establish governance frameworks to maintain system health, data quality, and a high-quality learner experience long-term.
  • Partner with engineering and IT to manage SSO, API integrations, and platform connectors across the broader HR/operations technology ecosystem.
• Learning Tools Ecosystem
  • Own the roadmap and day-to-day management of simulation tools, authoring tools, design tools, and learner-facing platforms.
  • Serve as the primary administrator and strategic owner of the organization's Community Support Organization's TMS, supporting operations and reporting needs.
  • Evaluate, pilot, and recommend new learning technologies that align with departmental and company-wide goals and support team efficiency and learner engagement.
  • Build scalable processes for tool onboarding, training, and adoption across the Training team.
  • Maintain a current understanding of the experiential and enterprise learning landscape to ensure the organization's technology stack remains competitive and fit-for-purpose, driving cost efficiencies.
• Cross-Functional Stakeholder Partnership
  • Collaborate with data & analytics teams to design and maintain learning dashboards and reporting pipelines; translate learning data into actionable insights for Training leadership.
  • Partner with engineering on technical integrations, custom tooling requests, and platform infrastructure decisions.
  • Own vendor relationships across the learning tools portfolio, partnering with sourcing and contracts to drive renewals, negotiations, and compliance requirements.
  • Serve as the internal subject-matter expert and escalation point for all learning technology questions from the broader Community Support Training team, and a conduit between frontline BPOs and internal technology teams to resolve issues.
• Measurement & Reporting
  • Define and track KPIs for platform performance, learner engagement, completion rates, and training effectiveness across all managed tools.
  • Build and maintain reporting dashboards to provide visibility into learning outcomes for stakeholders at all levels.
  • Conduct regular audits of tool utilization and learner experience to surface opportunities for improvement and inform investment decisions.
• Team Leadership & Development
  • Lead, mentor, and develop the team with a focus on inclusive culture and clear goals.
  • Manage capacity and workload across the tooling ecosystem, LMS administration and transition, and ongoing operations.

Requirements

• Experience & Expertise
  • 10+ years of experience in learning technology, L&D systems administration, instructional technology, or a closely related field within a tech company or high-growth environment.
  • Demonstrated experience owning or leading an LMS at an organizational level, including at least one platform implementation, migration, or major upgrade.
  • High-level familiarity with learning authoring tools and managing SCORM files, as well as a high level of understanding with simulation or scenario-based learning platforms.
  • Proven track record of managing complex, multi-stakeholder technology projects from scoping through delivery.
  • Experience working with data & analytics teams; comfort interpreting learning data and presenting findings to non-technical audiences.
  • Familiarity with vendor management, including RFP processes, contract negotiations, and ongoing supplier relationships.
  • Prior people management experience including performance reviews and professional development.
• Skills & Capabilities
  • Strong project management skills; ability to hold a complex project together across competing priorities, ambiguous requirements, and fast-moving timelines, with a continuous improvement viewpoint.
  • Excellent communication and stakeholder engagement skills; comfortable presenting to executives and troubleshooting with engineers.
  • Data-oriented mindset with the ability to design measurement frameworks and translate metrics into decisions.
  • Comfort with technical concepts (APIs, SSO/SAML, SCORM/xAPI, data integrations); ability to speak the language of technology.
  • Familiarity with AI-driven training tools and enterprise AI.
  • A collaborative, inclusive approach to working with teams across functions and time zones.
• Bonus Points
  • Background in customer support, contact center, or operations training environments.
  • Familiarity with HRIS integrations and how they interact with LMS platforms.
  • Certification in project management or learning technology.

Location

This position is US - Remote Eligible. The role may include occasional work at an office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where the organization has a registered entity.

Pay

Pay Range: $123,000—$145,000 USD. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.