Learning & Development Program Manager

L&D Program Manager

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life's roadblocks. We believe everything you do outside of work adds to who you are at work.

NOTE: This role is hybrid and requires 3 days a week in our Walnut Creek, CA office.

The L&D Program Manager is a strategic architect and hands-on innovator responsible for the end-to-end program performance lifecycle across Travel, Sales, and Service functions. This role is tasked with the radical modernization of legacy training, transitioning from traditional models to a blended, scalable, and data-driven learning ecosystem.

You will translate AAA MWG's business priorities—including member growth, high-margin revenue goals, and legendary service excellence—into world-class digital and physical experiences. By leveraging cutting-edge instructional design and AI tools, you will ensure our programs are as adaptable and tech-forward as the modern business landscape.

Essential Functions

• Strategic Program Design & Modernization
• Lead the transition from classroom-style training to a modern blended architecture (flipped classrooms, micro-learning, and mobile-first content).
• Utilize advanced Learning Experience Design methodologies and authoring tools (Articulate, Rise, Vyond, etc.) to build engaging, self-paced content across all business lines.
• Implement new technologies and AI-driven tools to personalize learning paths, accelerate content updates, and optimize program operations for a more agile L&D function.
• Conduct deep-dive needs analyses and assessments using business KPIs to ensure every learning intervention is linked to a measurable increase in sales performance or service scores.
• Sales & Service Enablement
• Service-to-Sales Methodology: Develop and scale training programs focused on discovery, deal rigor, and outbound sales habits that balance aggressive growth with service excellence.
• Modernized Onboarding & Nesting: Design technology-enabled "Nesting" phases using simulations and sandboxes to build employee confidence before they engage with members.
• Quality Control: Maintain a "Changelog" system to ensure materials stay current with fast-moving industry changes and supplier updates.
• Travel Sector Mastery
• Curriculum Development: Manage a unified Travel Curriculum categorized by systems (Sabre/Travelport), destinations, products (tours/cruises), and compliance.
• Professional Accreditation: Integrate tiered pathways (Rising → Established → Master) with industry standards like The Travel Institute (CTA/CTC) and specialist programs.
• FAM Management: Build and manage the Travel Familiarization (FAM) program, tying opportunities to specific destination/lifestyle specialty training.
• Leadership Coaching & Field Partnership
• Coaching Frameworks: Create digital coaching tools for Managers, empowering them to use data to identify performance gaps and coach with precision.
• Collaborative Strategy: Partner with Leadership and Preferred Suppliers to ensure training aligns with "Club-Owned" programs and high-margin revenue goals.
• Facilitation: Lead high-energy workshops and role-plays that drive immediate behavioral change in sales and service environments.

Knowledge / Skills / Abilities

• Expert-level proficiency in creating self-paced, asynchronous, and blended learning solutions.
• Deep understanding of consultative selling, upselling (insurance, upgrades), and service recovery.
• Expert in LMS/LXP platforms, AI productivity tools, and GDS systems (Sabre/Travelport).
• The ability to pivot training strategies in real-time based on shifting business priorities or market disruptions.
• Demonstrated experience using modern authoring tools to create scalable, self-paced learning content.
• Experience implementing AI and automation to drive L&D efficiency.

Education, Competencies, Certifications/Licenses

• Minimum Qualifications
• Bachelor's degree in Instructional Design, HR, or Business plus 8 years of program management experience to include at least 7 years specifically in L&D with a proven track record of program modernization.
• OR High School diploma plus 12 years of program management experience to include at least 7 years specifically in L&D with a proven track record of program modernization.

We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $132,465.00 - Mid: $165,580.00- Max: $198,697.00