What are the responsibilities and job description for the Learning & Development Program Manager position at AAA Mountain West Group?
Why Work For Us?
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
Minimum Qualifications
- Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
- 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
- Benefits – Medical, Dental, Vision, wellness program and more!
- Paid Holidays
- Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
- Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
- Free AAA Classic Membership
- AAA Product Discounts
- Tuition Reimbursement Program
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.
- 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.
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.
Salary : $132,465 - $198,697