Training & Development Manager - USA/LATAM Market

Training & Development Manager US/LATAM Market

Scenic started as a small Australian coach tour company in 1986. It has since grown into a global travel leader, offering river cruises, ocean cruises, and tours to destinations worldwide. With a fleet of luxury vessels and a commitment to exceptional experiences, Scenic continues to redefine the travel industry.

The Training & Development Manager is responsible for designing, developing, coordinating, and delivering training programs that support employee performance, service excellence, and business objectives across the US and LATAM organization. This role serves as the primary training resource for Reservations as well as supports learning and development initiatives across Sales, Marketing and Public Relations.

Working closely with department Team Leaders, subject matter experts, and the Training & Development Specialist, the Training & Development Manager identifies knowledge gaps, develops learning solutions, and delivers engaging training programs that improve employee effectiveness, sales performance, customer experience, and operational consistency while also providing training on new product developments (new ships, new destinations, new programming).

The Training & Development Manager will lead new hire onboarding, product launches, systems training, leadership development initiatives, and ongoing professional development programs while supporting quality assurance efforts through trend analysis, coaching recommendations, and performance improvement initiatives.

Essential Functions for this role:

• Design, develop, and deliver training programs across the US organization.
• Facilitate new hire onboarding and ongoing employee development programs.
• Create and maintain training materials, job aids, reference guides, and learning resources.
• Serve as the lead trainer for new products, systems, processes, and company initiatives.
• Deliver instructor-led, virtual, and one-on-one training sessions for employees across multiple departments.
• Partner with leaders and subject matter experts to identify training needs and develop effective learning solutions.
• Measure training effectiveness through assessments, quality results, performance metrics, and participant feedback.
• Analyze quality assurance trends and performance data to identify coaching and development opportunities.
• Support coaching, performance improvement initiatives, and continuous learning across the organization.
• Maintain accurate training records, reporting, and completion tracking.
• Support organizational change initiatives through effective communication, training, and employee engagement.
• Build positive working relationships with employees and leaders across departments.
• Adhere to company policies, procedures, and workforce expectations.
• Achieve established training, development, and performance objectives that support organizational success.

This job description is not designed to cover all of the comprehensive duties and responsibilities of the Training & Development Manager role. Duties and responsibilities may change at any time with limited notice.

About YOU Your skill set will include:

• Positive, can-do attitude
• Reliable, self-motivated, and able to work independently
• Passion for developing people and helping others succeed
• Excellent verbal, written, presentation, and interpersonal communication skills
• Strong facilitation, coaching, and relationship-building abilities
• Highly organized with strong time management and prioritization skills
• Exceptional problem-solving skills, accuracy, and attention to detail
• Ability to manage multiple priorities in a fast-paced and evolving environment
• Quick learner with a desire to continuously improve and adapt to change
• Team-oriented, collaborative, and results-driven
• Strong computer skills, including Microsoft Office and learning technologies
• Ability to analyze performance trends and identify development opportunities
• Passion for delivering exceptional employee and customer experiences
• Ability to work effectively with employees and leaders at all levels of the organization
• Experience creating and delivering training materials, presentations, and learning programs
• Experience in the travel, hospitality, cruise, or luxury service industry preferred

It is Desirable for You to Have:

• Previous experience in Training, Learning & Development, Quality Assurance, Coaching, or Contact Center Operations
• Experience facilitating instructor-led and virtual training programs
• Experience developing training content, job aids, and learning resources
• Experience in the Cruise Industry, Travel Industry, Hospitality Industry, or Luxury Service environment
• Experience supporting cross-functional training initiatives and organizational change programs
• Willingness to travel periodically to support training initiatives, meetings, conferences, and business needs
• Strong computer and multi-system navigation skills
• Ability to manage multiple priorities while maintaining exceptional guest experience and attention to detail
• Experience with an ocean-cruising company; luxury travel experience preferred
• Experience with Sabre flight software a plus

Our Contact Center is open 7 days a week. 9:00am to 8:00pm EST Monday through Friday and Saturdays & Sundays (10:00am-6:00pm EST). Please note: This is a HYBRID schedule so shifts Monday through Thursday are in the office; Friday through Sunday are remote workdays. Work Environment: This is a HYBRID schedule so shifts Monday through Thursday are in the office; Friday through Sunday are remote workdays. Home-based office environment must be quiet with no outside noise or interruptions. Office location: 4000 Hollywood Blvd. Suite 625-S Hollywood, FL 33021 Scenic Tours USA, Inc. offers very attractive compensation package including a competitive salary and rich benefits package including Medical, Dental and Vision coverage, Life Insurance, Short Term and Long Term Disability coverage and a 401k plan with a company match. Scenic Tours USA, Inc. is an Equal Opportunity Employer.