Customer Happiness Excellence Manager: Skills & Training Enablement

Customer Happiness Excellence Manager:
Skills & Training Enablement

Málaga, Spain Share job

Holidu is one of the world's fastest-growing vacation rental technology companies. Our mission is to make booking and hosting holiday homes free of doubt and full of joy, by helping hosts generate more bookings with less work and helping guests find a holiday home they truly enjoy. Our team of 700 colleagues from 60+ nations shares a passion for tech, an ambition for constant improvement, and a relentless drive to bring the best experience to more than 40k vacation rental hosts and 4 million annual guests.

Customer Happiness Excellence (CHX) is the enablement engine of Customer Service - ensuring every human and AI agent has the right knowledge, skills, and quality guardrails to deliver on our customer promise. We are a team of four pillars
- Knowledge, Policy, Skill, and Quality Enablement - each owning a critical piece of that foundation. You will be owning the Skill Enablement pillar, responsible for the Customer Happiness Team's (CHT) operational readiness and capability building. Your work ultimately lands with the Customer Happiness agents - internal and vendor - who are the direct consumers of the training and enablement you build.

But your key stakeholders are the CHT Team Leads, who own market performance end-to-end and rely on you to keep everyone in their delivery chain skilled and ready. Within Customer Happiness, you work closely with two other specialist teams
- Workforce Management and Voice of Customer - alongside your peer pillars in CHX.

You own how CHT learns, ramps up, and stays equipped. As automation handles the routine, our agents step in for the complex - escalations, edge cases, and judgement calls. You design and build the training programs, manage Sana LMS, and track whether learning is actually working. This is not a facilitation-only role, you design, build, and continuously improve in a fast-paced, AI-heavy environment.

Onboarding & Ramp-Up Own the full onboarding lifecycle for new CHT hires and vendor teams - from kick-off to go-live sign-off - across all Lines of Business Build ramp-up curricula that embed the customer promise: not just what to do, but why and how Design, monitor, and continuously improve shadowing and nesting periods for new agents - defining what "ready to go live" looks like for each role and vendor tier Training & Capability Building Create and deliver targeted training for new launches, policy changes, and scope expansions - from microlearning to full programs - coordinated across internal teams and vendor partners Design power skills training for an AI-first environment: critical thinking, de-escalation, contextual case reading, emotional resilience and other Competency & Performance Upskilling Own and evolve the CHT Skill Model, identify training needs from quality findings and KPI gaps, and design upskilling interventions and pre-high season learning sprints Build learning pathways tied to performance diagnostics and competency levels LMS Ownership Administer CHT spaces in Sana LMS - user management, access rights, learning paths, assessments, and certification logic Track completion and competency data, use analytics to improve content, and enable SMEs through train-the-trainer sessions

3+ years in L&D, instructional design, or training enablement in a fast-moving operational environment Background in customer service or contact centre environments End-to-end ownership of training projects from needs analysis to delivery and sign-off LMS administration experience (Sana or equivalent) - content, learning paths, assessments, reporting Experience working with SMEs to turn expertise into scalable, reusable content Experience designing training for external vendor or partner teams Ability to translate operational complexity into clear, usable learning - not just content, but context Familiarity with Confluence, Jira, and Google Workspace, as well as with AI-powered content creation or prompt-based learning tools

Impact:
Shape the future of travel with products used…