Manager, Owner Services Learning & Development

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

 

Travel + Leisure Co. is currently seeking a Manager, Owner Services Learning & Development to lead the learning, knowledge management, communications, and operational readiness strategy for the Owner Services Contact Center. This leader will serve as a strategic business partner to senior leadership, translating enterprise priorities, operational needs, policy changes, technology enhancements, and business transformation initiatives into scalable learning solutions that strengthen associate capability, improve leadership effectiveness, and support exceptional owner experiences.

This role owns the end-to-end strategy for new hire onboarding, continuous development, leadership development, project intake, contact center communications, and knowledge content governance. The Manager partners closely with Operations, Human Resources, Learning & Development, Quality Assurance, technology partners, and key business stakeholders to ensure associates and leaders have the knowledge, tools, resources, and confidence needed to deliver consistent, efficient, and brand-aligned service across all Owner Services teams.

Role Impact:

The Manager, Owner Services Learning & Development plays a critical role in enabling contact center performance, associate readiness, leadership effectiveness, and organizational agility. By connecting learning strategy, knowledge governance, communication discipline, and operational implementation, this role ensures associates and leaders are prepared to execute with confidence, consistency, and clarity in a rapidly evolving business environment.

This position directly influences the quality of the owner experience by ensuring that critical information, training programs, leadership development resources, and change initiatives are delivered in a way that is timely, accurate, scalable, and aligned to business priorities. Through strong stakeholder partnership and disciplined execution, this leader helps reduce operational friction, accelerate adoption, strengthen frontline capability, and support a culture of continuous learning across Owner Services.

How You'll Shine:

• Strategic Learning Leadership: Lead the Owner Services Learning & Development strategy across new hire onboarding, new-to-queue training, cross-training, continuous development, leadership development, and operational readiness. Align learning priorities to business objectives, contact center performance goals, owner experience expectations, and enterprise transformation initiatives.
• Business Consultation and Performance Enablement: Serve as a trusted consultant to L&D leadership, Operations, HR, Quality Assurance, and business partners to identify knowledge, behavior, performance, and process gaps. Translate business needs into measurable learning solutions that improve associate readiness, operational consistency, efficiency, compliance, and service delivery.
• New Hire Onboarding and Continuous Development: Lead the design, development, facilitation strategy, and ongoing optimization of new hire, new-to-queue, cross-training, refresher, and continuous development programs for Owner Services associates. Ensure curriculum reflects current policies, systems, resort updates, club requirements, service expectations, and contact center priorities.
• Content Management and Knowledge Governance: Own the content management strategy for the Knowledge Base Information Center and related associate resources. Ensure content is accurate, current, accessible, effective, and aligned to operational standards through structured audits, stakeholder validation, writing standards, approval workflows, and ongoing optimization to maintain content integrity and support confident associate execution.
• Owner Services Contact Center Communications: Lead the communication strategy for Owner Services Contact Center associates and leaders, including business continuity communications, critical operational updates, policy changes, resort happenings, product and brand reminders, technology rollouts, and associate engagement messaging. Ensure communications are timely, clear, actionable, and designed to reinforce knowledge retention and operational alignment.
• Leadership Development: Design, develop, and facilitate professional development programs for contact center leaders that strengthen leadership capability, coaching effectiveness, communication, decision velocity, empowerment, accountability, business acumen, and alignment to core competencies. Build scalable leadership development experiences that support leader readiness, team effectiveness, and long-term bench strength.
• Project Intake and Operational Readiness: Manage the intake, prioritization, planning, and execution of new projects delivered by key stakeholders. Partner cross-functionally to assess scope, audience impact, training needs, communication requirements, timeline dependencies, and success measures, then integrate and operationalize new initiatives within the contact center.
• Learning Design, Development, and Implementation: Oversee the creation of learning solutions, including facilitator guides, agendas, presentations, self-paced modules, job aids, knowledge checks, assessments, surveys, SOPs, simulations, and reinforcement tools. Apply adult learning principles, operational expertise, and innovative delivery methods to build engaging, scalable, and results-driven learning experiences.
• Facilitation Excellence and Trainer Enablement: Facilitate high-impact learning programs and establish standards that support consistent delivery across facilitators, subject matter experts, and field partners. Develop train-the-trainer resources, calibration practices, and facilitation guidance to ensure quality, consistency, and learner engagement.
• Measurement, Evaluation, and Continuous Improvement: Develop and maintain evaluation strategies to measure learning effectiveness, associate readiness, knowledge retention, operational performance, and business impact. Leverage survey results, quality insights, performance data, stakeholder feedback, and post-training outcomes to continuously improve curriculum, communications, knowledge resources, and development strategies.
• Stakeholder Partnership and Change Enablement: Build strong relationships with senior leaders, operational partners, technology teams, product owners, and subject matter experts to support change adoption, operational transformation, and enterprise initiatives. Communicate risks, dependencies, progress, and readiness needs with clarity and executive presence.
• Team Leadership and Talent Development: Lead, coach, and develop L&D team members by setting clear expectations, strengthening project ownership, building facilitation and design capability, promoting accountability, and cultivating a culture of growth, collaboration, innovation, and operational excellence.

What You'll Bring:

• Education: Bachelor’s degree in Human Resources, Education, Adult Learning, Organizational Development, Business, Communications, or related discipline preferred.
• Experience: 5+ years of progressive learning and development, training leadership, contact center operations, communications, project management, or organizational development experience preferred.
• Contact Center Expertise: Demonstrated understanding of contact center operations, associate performance drivers, call quality expectations, workforce impact, owner experience standards, and operational readiness needs.
• Learning Strategy and Instructional Design: Proven ability to assess needs, design learning strategies, develop curriculum, facilitate engaging programs, and evaluate learning effectiveness using adult learning principles and performance-based outcomes.
• Knowledge Management and Content Governance: Experience managing knowledge resources, content libraries, information centers, SOPs, job aids, approval workflows, content audits, and governance practices that protect accuracy, consistency, and usability.
• Communications Leadership: Strong ability to create clear, concise, and business-critical communications for frontline associates and leaders, including operational updates, policy changes, business continuity messages, launch communications, engagement campaigns, and reinforcement strategies.
• Project and Change Management: Proven ability to manage multiple initiatives   simultaneously, define scope and milestones, influence stakeholders, assess impact, mitigate risks, and operationalize change across complex teams and timelines.
• Leadership Development Capability: Experience designing or facilitating leader development programs that strengthen coaching, accountability, communication, decision-making, business acumen, and team effectiveness.
• Executive Presence and Stakeholder Influence: Ability to communicate with clarity, confidence, and professionalism across all levels of the organization, including senior leaders, operational partners, HR, QA, technology teams, and subject matter experts.
• Preferred Business Knowledge: WorldMark, Club Wyndham, Owner Services, Travel, resort operations, hospitality, or vacation ownership subject matter expertise preferred.
• Technical Proficiency: Proficiency with Microsoft Office applications, virtual facilitation tools, learning platforms, knowledge management systems, SharePoint, reporting tools, and emerging technology or AI-enabled workplace tools preferred.

 

 

 

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

 

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.