Priceline
Learning & Knowledge Associate
Edtech.com's Summary
Priceline is hiring a Learning & Knowledge Associate to support the growth and development of global external partners by managing internal learning programs and on-demand platforms. The role involves creating and maintaining knowledge base content, updating training materials, collaborating with cross-functional teams, handling Jira tickets, and supporting AI initiatives to enhance the customer service and sales agent experience.
Highlights
- Develop and maintain knowledge base articles using Confluence and CARES platforms
- Translate complex information into clear, accessible content for agents and trainers
- Manage and update training curricula and materials for accuracy and relevance
- Handle Jira tickets from global support sites, prioritizing and resolving requests
- Collaborate with cross-functional teams to gather and validate content
- Support AI initiatives by structuring knowledge for intent recognition, chatbots, and agent-assist tools
- Experience with Confluence or enterprise knowledge tools and instructional design software like Articulate 360 required
- 1-3 years experience in technical writing, knowledge management, or instructional design preferably in customer service
- Salary range is $70,000 to $85,000 with eligibility for annual bonus and/or equity grant
- Focuses on customer-centric solutions and upholds Priceline's core values of Customer, Innovation, Team, Accountability, and Trust
Learning & Knowledge Associate Full Description
Learning & Knowledge Associate
Norwalk, CT
New York
Full time
Learning & Knowledge Associate
We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.
Why this job’s a big deal:
As our Learning and Knowledge Associate, you’ll be a key contributor to the growth and development of our external Priceline partners around the globe! This role is a unique opportunity to both own the execution of established internal learning programs and our on-demand learning platforms, and grow new initiatives that contribute to the overall customer service and sales agent experience at Priceline. If you are motivated by working in a fast-paced environment, connecting with people, and being a catalyst for people development on a global scale, then this job is for you!
In this role you will get to:
- Put the customer at the center of every knowledge solution you create
- Write, edit, and maintain knowledge base articles in platforms such as Confluence and CARES
- Translate complex topics into simple, usable content for agents and trainers
- Apply technical writing best practices to ensure consistency, accessibility, and clarity
- Maintain and update training curriculum and material to ensure accuracy and relevance.
- Review and revise knowledge base and training content based on feedback and performance data
- Collaborate with cross-functional teams to gather and validate source content
- Triage and manage Jira tickets from global support sites, ensuring requests are prioritized and resolved efficiently
- Respond to content update and addition requests from global stakeholders, keeping knowledge assets accurate and current
- Support AI initiatives by structuring knowledge content to power intent recognition, chatbot workflows, and agent-assist tools
Who you are:
- 1–3 years of experience in technical writing, knowledge management, or content strategy and instructional design, ideally within a customer support or service environment
- Strong writing and editing skills—able to simplify complex information for diverse audiences
- Experience using Confluence, or enterprise-level knowledge tools
- Strong understanding of instructional design principles and methodologies
- Proficiency in using instructional design software and tools (e.g., Articulate 360)
- Background in travel, flights, or OTA operations is an advantage
- Highly organized with excellent project management and prioritization skills
- Strong attention to detail, especially in formatting, accessibility, and tone of voice
- Committed to Priceline values: Customer, Innovation, Team, Accountability, and Trust
- Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability, and Trust
- Passion for accessibility, inclusive design, and global learner engagement
- The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics are essential
There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.
The salary range for this position is $70,000-$85,000.
#LI-EH1
#LI-Hybrid
Who We Are
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.
If you want to be part of something truly special, check us out!
Flexible work at Priceline
Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.
Perks & Benefits at Priceline
Our benefits are designed to support your health, wellbeing, and life inside and outside of work. Eligible Priceliners have access to:
Health & wellness coverage including medical, dental, vision, and mental health resources
Generous time off including PTO, holidays, a company-wide Priceline Pause reset week, and paid volunteer days
Work/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)
Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax-advantaged accounts
Signature travel perks including employee-only discounts on hotels and flights, VIP deals, and Big Deal Bucks credits
Additional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefits
A people-first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together
Specific benefits and programs vary by location.
Inclusion is a Big Deal!
To be the best travel dealmakers in the world, we believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.
Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love for you to join us and help shape what makes our team extraordinary.
Applying for this position
We're excited that you are interested in a career with us. For all current employees, please use the internal portal to find jobs and apply.
External candidates are required to have an account before applying. When you click Apply, returning candidates can log in, or new candidates can quickly create an account to save/view applications.
Similar Jobs
Senior Instructional Designer - MCL Specimen Operations
Mayo Clinic
🇺🇸 Hybrid - Rochester, MN
Learning Experience Designer
Ascendium Education Group
🇺🇸 Hybrid - Madison, WI
Lead, Learning Architecture & AI Enablement
Gitlab
🇺🇸 Remote - US
Associate Instructional Designer, Math (K-5)
McGraw Hill
🇺🇸 Remote - US
Learning Experience Specialist
Yes Energy
🇺🇸 Hybrid - Boston, MA
