Senior Learning & Development Specialist

Role Description

About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Description:

As a Senior Learning & Development Operations Specialist, you will play a key leadership role in delivering a seamless, high-quality learning experience for our colleagues. As part of the Tier 2 People Operations – Talent team, you will drive the operational delivery of complex learning programmes, ensure team efficiency, and lead strategic initiatives aligned with company priorities. Working in close partnership with L&D Centre of Expertise (COE), People teams including Tech, business stakeholders, external facilitators, and lifecycle specialists, you will align learning initiatives, identify operational gaps, and optimise support capabilities to strengthen the overall operations model, learner experience, and tiering capabilities (including self-service).

This role requires deep systems expertise to administer learning platforms, support configuration, enforce compliance, and upskill team members. You will bring a proactive, data-driven mindset to oversee ticket SLAs, manage reporting requirements, and provide actionable operational insights that enable scalable growth across the organisation.

Key Job Responsibilities and Duties:

• Establish close partnerships with COEs and business stakeholders to align learning initiatives with strategic departmental and organisational goals.
• Lead and contribute to key projects and operational initiatives directly aligned with company priorities.
• Oversee learning operations ticket queues, ensuring all queries and support requests are managed, maintained, and resolved strictly within agreed Service Level Agreements (SLAs).
• Work alongside lifecycle specialists and with cross-functional teams to identify operational gaps and collaborate on developments that strengthen the operating model. Including opportunities for process optimisation and automation across learning workflows, enhancing the learner experience, and building robust support tiering capabilities and self-service resources.
• Serve as Tier-2 LMS Lead: Apply deep systems knowledge and act as an expert resource supporting team members, employees, and lifecycle specialists on LMS fundamentals and advanced capabilities. Coach and engage across the learning community to ensure optimal utilisation and quick feedback loops.
• Manage and remain accountable for system access, ensuring strict adherence to passport policies, governance rules, and compliance standards.
• Manage global reporting requirements, utilising data analysis and metrics to deliver actionable operational insights and track program impact.
• Manage end-to-end operational delivery of instructor-led and virtual learning programs, coordinating logistics, facilitators, and scheduling across teams.
• Develop and Maintain comprehensive documentation, standard operating procedures (SOPs), and self-service knowledge articles to support scalability.
• Onboard and manage relationships with external learning vendors and facilitators, ensuring operational readiness and seamless session delivery.
• Serve as a senior escalation point for complex learning operation queries, delivering high-quality support to learners, facilitators, and key stakeholders

Qualifications & Skills:

• Learning Operations & Delivery: Proven track record in managing E2E operational delivery of complex learning programmes, managing SLAs, and optimising workflows.
• Learning Systems & Technologies: Deep subject matter expertise in LMS administration, tool integrations, and automated workflows for digital learning solutions.
• Data, Analytics & Reporting: Advanced capability to analyse learning metrics, build dashboard reporting, evaluate program impact, and translate data into actionable strategic insights.
• Stakeholder Management & Collaboration: Demonstrated ability to establish trusted partnerships with senior leadership, COEs, cross-functional HR teams, and third-party vendors. Excellent communication and influencing skills, strong interpersonal skills and a positive attitude. Ability to react swiftly and adapt plans quickly to meet business needs with strong project management and organisational skills and an excellent attention to detail.

• Direct Tool Expertise: Hands-on experience as a Docebo Administrator or Backend Power User.

• Systems & Technical Aptitude: Proven experience administering enterprise learning platforms or complex People Systems, demonstrating technical system understanding and root-cause troubleshooting.

• Preferred Experience: Experience in a global enterprise or fast-paced corporate environment, managing multi-project learning initiatives and driving self-service transformation.

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Inclusion at Booking.com:

Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process:

• Let’s go places together: How we Hire

• This role does not come with relocation assistance.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.