Learning and Development Manager

Job description

About AIonOS

Artificial Intelligence on Operating Systems

AIonOS is pioneering the shift towards building AI-Native enterprises.

Our proprietary Products and Solutions seamlessly integrate AI into core business functions, ensuring real-time decision-making, workflow automation, and data-driven insights.

Unlike traditional IT solutions that require extensive restructuring, our AI offerings effortlessly blend with existing enterprise systems, reducing adoption friction while maximising impact.

What sets AIonOS apart is its industry-specific approach, such as sectors like travel, transport, logistics, hospitality, telecom, and healthcare, where AI-driven efficiencies unlock higher revenue and enhanced customer experiences.

Our AI-led customer experience (CX) solutions ensure businesses do not just automate but elevate human interactions with personalised, scalable engagement strategies.

Backed by InterGlobe Enterprises and Assago Group, AIonOS brings together world-class AI technology and deep industry expertise to create business solutions that drive measurable outcomes.

From optimising pricing strategies to leveraging AI-driven data intelligence for new revenue streams, AIonOS is redefining digital transformation.

With reach and a mission to embed AI at the core of enterprises, we are not just building technology—we are enabling the future of business.

Are you ready to lead with AI?

For more information, please visit: https://aionos.Io.

Founded by industry veterans Rahul Bhatia and CP Gurnani, our mission is to drive dynamic, responsive, and interconnected business models.

InterGlobe, our parent company, employs more than 65,000 professionals across 135+ cities through its various businesses.

Since 1989, the group has been building businesses and working with brands to deliver Quality and Value.

Over the past three decades, InterGlobe has continued to expand its vision, contribution, and footprint, becoming one of India's foremost conglomerates through innovation and service leadership.

Our Co-Founder, Rahul Bhatia, is an Indian entrepreneur best known as the co-founder of IndiGo Airlines and the Group Managing Director of InterGlobe Enterprises.

Bhatia holds a degree in Electrical Engineering from the University of Waterloo, Canada.

In 1989, he co-founded InterGlobe, which later expanded into aviation, hospitality, and travel services.

Bhatia co-founded IndiGo in 2004, which became India's largest airline.

Our Co-Founder & CEO, C.P. Gurnani, is an Indian business leader, known for his role as the former CEO of Tech Mahindra, an IT services company.

He holds a degree in Electrical Engineering and has over three decades of experience in the technology and consulting sectors.

Before leading Tech Mahindra, Gurnani held key positions at HCL Technologies and several other prominent companies.

Under his leadership, Tech Mahindra expanded significantly, becoming a major player in digital transformation, IT consulting, and business solutions.

Gurnani is known for his strategic vision and focus on innovation.

His contributions to the tech industry have earned him recognition as a respected business leader.

SOLUTIONS:

• Customer IT Solutions: Delivering exceptional digital transformation through our AI Pod-led services.
  
  AIonOS’ core strength lies in addressing the unique challenges enterprises face with precision-engineered AI solutions.
  
  
• AI-led products & Platforms: Industry-specific products are the perfect combination of deep industry knowledge and disruptive AI technologies.
  
  AIonOS harnesses the power of human intelligence and technology to solve today’s problems and avoid future challenges.
  
  
• Data Intelligence Solution: Their data-driven insights offer comprehensive analytics and turn data into a powerful asset, enhancing ROI and powering sustainable growth.
  
  
• AI-Led Customer Experience: Their “AI first” vision of Technology augmented by humans;
  their transformative approach combines cutting-edge technology with deep domain expertise to deliver unparalleled service outcomes.
  
  

Manager Training (CX)

We are seeking an experienced and dynamic Manager Training (CX) to lead and scale our training operations for a large-scale, global airline customer experience program.

This is a high-impact role that will drive the end-to-end training strategy, content development, people leadership, and training effectiveness across phone, chat, and email support channels.

The ideal candidate is a proven training leader with deep domain expertise in airline operations and the global travel industry.

A candidate with demonstrated success in managing high-volume ramp-ups and leading training teams for Airline CX operations.

Key Responsibilities

Strategic Training Leadership

• Develop and execute training strategies for airline customer experience operations, covering end-to-end travel processes such as new bookings, schedule changes, cancellations, exchanges, codeshares, ancillaries, and more.
• Own and oversee delivery of training programs for all CX channels (phone, chat, email) ensuring they meet quality, compliance, and performance standards.
• Drive large-scale ramp-ups (400-500 FTEs), ensuring timely onboarding, cross-training, upskilling, and process rollouts aligned with business growth.
• Design and implement blended learning solutions (instructor-led, e-learning, and hybrid) for diverse learner groups.

People Leadership

• Lead and mentor a team of trainers and assistant managers (10–15 members).
• Foster a culture of accountability, continuous improvement, and innovation.
• Oversee onboarding, coaching, mentoring, and performance management to build and retain a high-performing training team.

Content Development & Learning Systems

• Oversee the design, development, and deployment of impactful learning content for airline operations, covering fare rules, DGCA/ARC/BSP compliance, IATA/TICO/DOT/ICAO guidelines, and customer handling standards.
• Partner with internal stakeholders and subject matter experts to update learning materials in line with industry changes and regulatory requirements.

Stakeholder & Business Partnership

• Partner with operations leaders, quality teams, and client stakeholders to align training initiatives with business goals.
• Monitor training effectiveness, analyse metrics, and drive continuous improvement through feedback loops.
• Support internal and external audits for training and knowledge management processes.

Ideal Candidate Profile

Must-Have:

• 8-10 years of progressive experience in training, with at least 3–5 years in people management roles.
• Proven experience as an Assistant Manager / Manager – Training leading large-scale airline or OTA airline CX operations (500+ FTEs).
• Hands-on expertise in travel industry processes and deep knowledge of international airline operations, including ARC, BSP, IATA, DOT, TICO, ICAO.
• Demonstrated experience delivering training on core airline workflows such as new bookings, schedule changes, cancellations, exchanges, codeshare handling, and ancillaries.
• Extensive experience managing high-volume ramp-ups (400–500 FTEs) within tight timelines.
• Excellent stakeholder management, communication, and data-driven decision-making skills.
• Flexibility to travel to other sites as needed (multi-site infrastructure-based projects)

Preferred:

• Strong instructional design and content development skills for ILT (Instructor led training), e-learning, and hybrid models (Instructional Design certification is a plus.)
• Ability to think logically, act regionally, and drive execution in complex enterprise environments.

Position details:

• Location: Mohali | Full-time, On-site
• Working Days: 5 Days a Week
• Reporting To: AVP Training (CX)

AIonOS is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Required Skill Profession

Operations Specialties Managers