Senior Manager, Business Enablement
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Job Description
Senior Manager leading Expedia Group’s B2B travel operations enablement. Driving process improvement, AI automation, crisis readiness, and partner servicing governance.
Responsibilities:
- 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
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