Senior Manager, Business Enablement

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $120.5k - $169k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Expedia Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

🏨 Hospitality

📦 Logistics

✈️ Travel

Hospitality • Logistics • Travel

Expedia Group is a leading global travel technology company that connects travelers with a world of possibilities by providing an extensive array of travel products and services. Its portfolio includes well-known brands such as Expedia, Hotels. com, Vrbo, Travelocity, Egencia, Hotwire, Orbitz, eBookers, CheapTickets, CarRentals, Expedia Cruises, Wotif, and Trivago. The company leverages advanced technology to enhance the travel experience, including the use of artificial intelligence to generate over 600 billion predictions annually, as well as hosting millions of virtual conversations each year through its platform. Expedia Group operates more than 200 websites in over 70 countries, offering travelers the ability to find and book travel options that best suit their needs while providing partners tools, data, and technology to grow their businesses.

📋 Description

• Lead the B2B continuous improvement portfolio and remove root causes of avoidable contacts, repeat contacts, agent effort, compensation leakage, and operational loss • Map customer journeys and operating processes, design future-state solutions, and lead adoption with frontline teams, vendors, partners, Product, and Technology • Optimize relocation, escalation, waivers, policy exceptions, and differentiated servicing models across partner types, channels, and lines of business • Shape TPSP’s B2B AI, automation, and proactive-servicing strategy, including safe, accurate, and on-policy operating procedures for AI agents • Build business cases, define requirements, and drive adoption for automation, self-service, agent tooling, and productivity improvements • Lead B2B crisis and disruption readiness, including real-time playbooks, Flex Policy integration, and proactive partner and traveler communications • Govern supplier-to-traveler and supplier-to-agent communication frameworks, including Conversations API and Property Message Centre adoption • Oversee compensation, goodwill, EAC, write-off, agent-error, financial-loss, and fraud-prevention processes • Ensure new supply and verticals, including car rental and attractions, are servicing-ready through launch governance, documentation, training, and hypercare • Chair a bi-weekly governance forum covering routing, policies, processes, vendor footprint, and agent structure • Establish standards for portfolio intake, prioritization, process documentation, initiative tracking, and measurable outcomes • Represent B2B in global TPSP forums and ensure enterprise solutions address B2B operational needs • Report to the Director, Enablement & Growth, TPSP B2B Operations

🎯 Requirements

• 6+ years of experience in operations, continuous improvement, customer experience, or a related field • 2+ years leading teams • Demonstrated success redesigning processes and improving contact volume, resolution rate, cycle time, handle time, cost, or customer experience metrics • Practical knowledge of Lean, Six Sigma, process mapping, root-cause analysis, and change adoption • Experience with contact centre economics and outsourced business-process outsourcing vendors • Experience delivering automation, self-service, or AI-enabled solutions in a service operation • Ability to use data to size problems, prioritize investments, and build business cases • Experience with crisis management, operational disruption response, or scalable real-time playbooks • Ability to influence without authority in a global, matrixed organization • Proficient communication skills, with the ability to turn complex issues into clear decisions and actions • Commitment to improving traveler and partner experiences while balancing efficiency, quality, risk, and cost • Lean Six Sigma certification preferred • Experience in travel distribution, B2B operations, compensation and financial loss, fraud prevention, or partner servicing preferred

🏖️ Benefits

• Medical, dental, and vision coverage • Paid time off • Employee Assistance Program • Wellness reimbursement • Travel reimbursement • Travel discounts • International Airlines Travel Agent Network (IATAN) membership • Accommodation or adjustment support during the application or recruiting process