Learning Tools Manager

Details

Responsibilities

LMS Ownership & Transition

• Serve as the primary administrator and strategic owner of Airbnb's Community Support Organization's LMS, managing configuration, permissions, integrations, and content architecture.
• Lead the end-to-end LMS transition project — from requirements gathering and vendor evaluation through procurement, implementation, data migration, and change management.
• Define success metrics for the new platform and establish governance frameworks to maintain system health, data quality, and a high-quality learner experience long-term.
• Partner with engineering and IT to manage SSO, API integrations, and platform connectors across the broader HR/ops tech ecosystem.

Learning Tools Ecosystem

• Own the roadmap and day-to-day management of simulation tools (e.g., Zenerate or equivalent), authoring tools (e.g., Articulate or equivalent), design tools, and learner-facing platforms.
• Serve as the primary administrator and strategic owner of Airbnb's Community Support Organization's TMS, supporting in operations & reporting needs.
• Evaluate, pilot, and recommend new learning technologies that align with departmental and company-wide goals and support team efficiency and learner engagement.
• Build scalable processes for tool onboarding, training, and adoption across the Training team.
• Maintain a current understanding of the experiential and enterprise learning landscape to ensure Airbnb's stack remains competitive and fit-for-purpose and drive cost efficiencies.

Cross-Functional Stakeholder Partnership

• Collaborate with data & analytics teams to design and maintain learning dashboards and reporting pipelines; translate learning data into actionable insights for Training leadership.
• Partner with engineering on technical integrations, custom tooling requests, and platform infrastructure decisions.
• Own vendor relationships across the learning tools portfolio, partnering with sourcing and contracts to drive renewals, negotiations, and compliance requirements.
• Serve as the internal subject-matter expert and escalation point for all learning technology questions from the broader Community Support Training team, and a conduit between frontline BPOs and internal technology teams to resolve issues.

Measurement & Reporting

• Define and track KPIs for platform performance, learner engagement, completion rates, and training effectiveness across all managed tools.
• Build and maintain reporting dashboards (Tableau experience is a strong plus) to provide visibility into learning outcomes for stakeholders at all levels.
• Conduct regular audits of tool utilization and learner experience to surface opportunities for improvement and inform investment decisions.

Team Leadership & Development

• Leading, mentoring, and developing the team with a focus on inclusive culture and clear goals
• Managing capacity and workload across the tooling ecosystem, LMS admin & transition and ongoing operations.

Requirements

Experience & Expertise

• 10+ years of experience in learning technology, L&D systems administration, instructional technology, or a closely related field within a tech company or high-growth environment.
• Demonstrated experience owning or leading an LMS (e.g., Cornerstone, Workday Learning, SAP SuccessFactors, Docebo, LearnUpon, TalentLMS, or similar) at an organizational level — including at least one platform implementation, migration, or major upgrade.
• High-level familiarity with learning authoring tools (e.g., Articulate 360, Adobe Captivate, iSpring) and managing SCORM files as well as a high level of understanding with simulation or scenario-based learning platforms.
• Proven track record of managing complex, multi-stakeholder technology projects from scoping through delivery.
• Experience working with data & analytics teams; comfort interpreting learning data and presenting findings to non-technical audiences.
• Familiarity with vendor management, including RFP processes, contract negotiations, and ongoing supplier relationships.
• Prior people management experience including performance reviews and professional development.

Skills & Capabilities

• Strong project management skills — you can hold a complex project together across competing priorities, ambiguous requirements, and fast-moving timelines, all with a continuous improvement viewpoint.
• Excellent communication and stakeholder engagement skills; you're equally comfortable presenting to executives and troubleshooting with engineers.
• Data-oriented mindset with the ability to design measurement frameworks and translate metrics into decisions.
• Comfort with technical concepts (APIs, SSO/SAML, SCORM/xAPI, data integrations) — you don't need to write code, but you need to speak the language. Familiarity with AI-driven training tools (and enterprise AI).
• A collaborative, inclusive approach to working with teams across functions and time zones.

Bonus Points

• Background in customer support, contact center, or operations training environments.
• Familiarity with HRIS integrations (e.g., Workday) and how they interact with LMS platforms.
• Certification in project management (PMP, Agile/Scrum) or learning technology (CPTD, ATD).

Benefits

• The base pay range is subject to change and may be modified in the future.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.