Senior Manager, Business Enablement

Expedia, Inc.; Canada; Remote; CAD 169,000 - 237,000; Full time

Benefits offered by this job

Medical, dental, and vision

Paid time off

Employee Assistance Program

Wellness & travel reimbursement

Travel discounts

IATAN membership

Job summary

Expedia Group is seeking a Senior Manager, Business Enablement for TPSP B2B Operations. The role leads a global portfolio focused on continuous improvement, process design, automation, and governance to simplify servicing for travelers, partner agents, and vendors.

You will shape AI-enabled servicing, build business cases, and drive adoption of automation and self-service while coordinating with Product and Technology teams across regions.

Qualifications

• 6+ years of experience in operations, continuous improvement, customer experience, or related field.
• 2+ years leading teams.
• Lean, Six Sigma, process mapping, root-cause analysis, change adoption.

Responsibilities

• Lead the B2B continuous improvement portfolio, removing root causes of avoidable contacts and operational loss.
• Map customer journeys, design future-state processes, drive adoption with frontline teams and partners.
• Shape AI, automation, and proactive-servicing strategy for B2B operations.
• Build business cases and drive adoption for automation, self-service, and productivity improvements.
• Chair governance forums and set standards for portfolio intake and prioritization.

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Senior Manager, Business Enablement - TPSP B2B Operations

Introduction to the Team

Expedia B2B is the B2B arm of Expedia Group. We bring Expedia Group’s innovative technology and distribution solutions to partners across the world. These businesses include global financial institutions, corporate managed travel, offline travel agents, global travel suppliers, and many more.

Within TPSP B2B Operations, the Business Enablement team helps make servicing simpler, faster, and more efficient for travelers, partner agents, vendors, and Expedia Group. As Senior Manager, Business Enablement, you will lead a global portfolio focused on continuous improvement, process design, automation, AI-enabled servicing, operational readiness, and governance. You will report to the Director, Enablement & Growth, TPSP B2B Operations.

In this role, you will:

• Lead the B2B continuous improvement portfolio, identifying and removing 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 in partnership with relevant TPSP teams.
• Ensure new supply and verticals, including car rental and attractions, are servicing-ready from day one through launch governance, documentation, training, and hypercare.
• Chair a bi-weekly governance forum covering operational changes such as 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 are designed with B2B operational needs in mind.

Basic Qualifications

• 6+ years of experience in operations, continuous improvement, customer experience, or a related field, including 2+ years leading teams.
• Demonstrated success redesigning processes and improving metrics such as contact volume, resolution rate, cycle time, handle time, cost, or customer experience.
• 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.

Preferred

• Lean Six Sigma certification.
• Experience in travel distribution, B2B operations, compensation and financial loss, fraud prevention, or partner servicing.

The total cash range for this position in Virtual is $120,500.00 to $169,000.00. Employees in this role have the potential to increase their pay up to $193,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Benefits and perks

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.