Learning Tools Manager

Role Overview

As Learning Tools Manager in Airbnb’s Community Support Training team, you will own and evolve the learning technology stack that enables training for support workforce members. The role is especially high-impact due to an ongoing LMS transition over the next year.

Responsibilities

LMS Ownership & Transition

• Serve as the primary administrator and strategic owner of the organization’s Learning Management System (LMS), including configuration, permissions, integrations, and content architecture.
• Lead the end-to-end LMS transition, covering:
  • requirements gathering
  • vendor evaluation
  • procurement
  • implementation
  • data migration
  • change management
• Define success metrics and establish governance for long-term system health, data quality, and learner experience.
• Partner with engineering/IT to manage SSO, API integrations, and platform connectors across the HR/ops ecosystem.

Learning Tools Ecosystem

• Own the roadmap and day-to-day management of learning tools, including:
  • simulation tools (e.g., Zenerate or equivalent)
  • authoring tools (e.g., Articulate or equivalent)
  • design tools and learner-facing platforms
• Be the primary administrator and strategic owner for the organization’s TMS (including operations & reporting support).
• Evaluate, pilot, and recommend new learning technologies aligned to departmental and company goals.
• Build scalable processes for tool onboarding, training, and adoption.
• Monitor the experiential and enterprise learning landscape to keep the stack competitive and cost-efficient.

Cross-Functional Stakeholder Partnership

• Work with data & analytics teams to design and maintain learning dashboards and reporting pipelines, turning learning data into actionable insights.
• Partner with engineering on integrations, custom tooling requests, and platform infrastructure decisions.
• Own vendor relationships across the learning tools portfolio, partnering with sourcing & contracts for renewals, negotiations, and compliance.
• Act as the internal subject-matter expert and escalation point for learning technology questions, bridging frontline BPOs and internal technology teams.

Measurement & Reporting

• Define and track KPIs for platform performance, learner engagement, completion rates, and training effectiveness.
• Build and maintain reporting dashboards (with Tableau experience as a plus) to communicate outcomes to stakeholders.
• Conduct regular audits of tool utilization and learner experience to identify improvements.

Requirements

• Not explicitly stated in the excerpt provided (education/years/skills not fully included).

Nice-to-Haves / Strongly Indicated

• Tableau experience.
• Familiarity with LMS transition, governance, integrations (SSO/APIs), and learning tool ecosystems (simulation, authoring, design).