AVP Training - CX

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.

Associate Vice President – Training (CX)

We are seeking a visionary and results-oriented

Associate Vice President – Training (CX)

to lead and scale our training operations for a global airline customer experience program. This role is pivotal in building a world-class learning ecosystem that empowers our travel experts to deliver exceptional customer experiences across voice, chat, and email channels.

The AVP Training will be responsible for strategic training leadership, operational excellence, content innovation, people development, and stakeholder engagement in a highly dynamic and regulated industry. This position requires a blend of strategic foresight, executional rigor, and deep domain expertise in airline operations and global travel processes.

Key Responsibilities

Strategic Training Leadership

Design and implement a comprehensive training strategy for airline CX operations, covering the entire travel lifecycle : new bookings, schedule changes, cancellations, exchanges, codeshares, ancillaries, etc

Align training programs with business objectives, customer SLAs, and compliance requirements to ensure operational readiness and superior customer experience

Lead large-scale ramp-ups (1,000+ FTEs), ensuring seamless onboarding, cross-training, and upskilling within aggressive timelines

Introduce innovative learning methodologies such as gamification, microlearning, and simulation-based training to enhance learner engagement and retention

Leverage analytics and insights to predict training needs, optimize delivery, and measure ROI

People Leadership

Lead and inspire a team of 30+ training professionals, including trainers, content developers, and training managers

Build a high-performance culture focused on accountability, innovation, and continuous improvement

Implement succession planning, employee development, and capability-building programs to future-proof the training function

Drive new hire engagement and retention through structured training, coaching, and recognition programs

Content Development & Learning Systems

Oversee the design, development, and deployment of high impact learning content, ensuring compliance with ARC / BSP, IATA, TICO, DOT, ICAO standards

Champion instructional design best practices and leverage content development & distribution tools such as Articulate Storyline, InVideo, Gamma, etc

Integrate / maintain knowledge management systems (Moodle, Captivate, etc) to effectively manage update dissemination to reflect regulatory updates, and product-process changes or new rollouts

Drive digital transformation in training, including AI-based adaptive learning paths and self-paced e-learning modules

Operational Excellence & Governance

Establish robust governance frameworks for training delivery

Monitor training effectiveness through KPIs such as speed-to-proficiency, CSAT, NPS, quality scores, and post-training performance metrics

Ensure functional audit readiness and compliance with internal and external regulatory requirements

Optimize training budgets and resource allocation for maximum efficiency and impact

Stakeholder & Client Partnership

Act as a strategic advisor to operations, and client leadership teams, ensuring training initiatives drive business outcomes

Build strong client relationships, representing the training function in governance meetings, MBRs, QBRs, and strategic reviews

Collaborate with cross-functional teams (Ops, Quality, WFM, HR, Tech & Transformation) to ensure seamless integration of training with business processes

Ideal Candidate Profile

Must-Have

10–12 years of progressive experience in training, with 6–8 years in senior training leadership roles

Proven success as GM / Director – Training in large-scale airline or OTA CX operations (1,000+ FTEs)

Deep expertise in airline operations and travel industry processes, including ARC, BSP, IATA, DOT, TICO, ICAO compliance

Hands-on experience leading training for core airline workflows : bookings, schedule changes, cancellations, exchanges, codeshares, ancillaries

Demonstrated ability to manage high-volume ramp-ups (1,000+ FTEs) under tight timelines

Strong stakeholder management, communication, and analytical skills with a data-driven approach to decision-making

Flexibility to travel domestically as required (multi-site infra)

Preferred

Ability to incorporate instructional design principles for training design and delivery across diverse formats such as ILT, e-learning, and hybrid models.

Familiarity with learning technologies (Storyline, InVideo); Instructional Design certification is a plus.

Experience in digital learning transformation, including AI-driven learning and LMS optimization.

Ability to balance strategic vision with operational execution in complex, multi-site environments.

Position Details

Location : Sector 142, Noida | Full-time, on-site (Must be open to relocate to Noida if not already based in Delhi or nearby areas with reasonable commute time)

Travel : Domestic (multi-site infrastructure)

Working Days : 5 days / week

Reporting To : VP – Head of Training & Transition

AIonOS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.