Travel Support Implementation & Readiness Lead

Priceline; New York (NY); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health & wellness coverage

Generous time off

Work/life support

Retirement plans with company contrib.

Employee travel perks

Job summary

Priceline is seeking a Manager, Support Services Implementation & Readiness to lead training implementations for new products, technologies, and partner programs. You will own readiness activities from planning to launch, translate requirements into actionable plans, and ensure successful go-lives with cross-functional teams.

You will oversee train-the-trainer programs across Flight, Hotel, and Rental Car, assess readiness, certify trainers, and coordinate multi-site readiness efforts to align

Qualifications

• Bachelor’s degree in business administration, learning and development, organizational development, operations management, project management, or a related field; equivalent relevant experience will be considered in lieu of education.
• Seven or more years of progressively responsible experience in travel contact center operations, training, learning implementation, operational readiness, or a related discipline.
• Five or more years of experience leading training implementations, train-the-trainer programs, trainer certification, or large-scale learning deployments.
• Three or more years of leadership experience, including direct people leadership or formal responsibility for trainers, implementation teams, or complex workstreams.
• Deep demonstrated knowledge of Flight servicing and training, including airline policies, fare rules, ticketing, exchanges, refunds, cancellations, schedule changes, irregular operations, and escalation practices.
• Demonstrated travel-agent knowledge across Hotel and Rental Car products, servicing models, policies, workflows, and customer scenarios.
• Demonstrated experience evaluating trainer readiness and establishing certification, remediation, and recertification requirements.
• Experience translating complex business requirements into training, knowledge, Quality, technology, operational, and readiness plans.
• Experience supporting multi-site, outsourced, BPO, or global contact center operations.
• Experience managing implementations through planning, curriculum readiness, train-the-trainer, delivery, nesting, launch, stabilization, and transition.
• Experience using learning and operational data to evaluate readiness, proficiency, and implementation performance.
• Experience with airline reservation systems, Global Distribution Systems, Flight servicing platforms, or comparable travel technology is strongly preferred.
• Proficiency with Jira, Confluence, Smartsheet, Google Workspace, learning-management systems, and virtual-training platforms.

Responsibilities

• Lead assigned training implementations from planning through readiness, launch, stabilization, transition, and closure.
• Translate approved business, product, operational, and technology requirements into integrated implementation and training plans.
• Define scope, milestones, deliverables, functional owners, dependencies, risks, decisions, and success measures.
• Own implementation-specific organizational-readiness criteria and assessments.
• Evaluate readiness across people, processes, training, knowledge, Quality, technology, communications, staffing, leadership support, and partner-site capability.
• Ensure readiness gaps have clear owners, actions, target dates, mitigation plans, and escalation paths.
• Prepare readiness summaries and go-live recommendations for Support Services and operational leadership.
• Develop launch, support, escalation, contingency, and stabilization plans.
• Maintain implementation records and reporting in accordance with established portfolio and Jira-governance standards.

Skills

Bachelor’s degree related field

Travel contact center operations

Training implementations

Train-the-trainer programs

Leadership experience

Trainer certification

Flight/travel knowledge

Curriculum readiness

Jira proficiency

Confluence proficiency

Smartsheet familiarity

LMS / virtual training platforms

Education

Bachelor’s degree or equivalent experience

Tools

Jira

Confluence

Smartsheet

Google Workspace

LMS

Job description

Priceline is seeking a Manager, Support Services Implementation & Readiness to lead training implementations for new products, technologies, and partner programs. You will own readiness activities from planning to launch, translate requirements into actionable plans, and ensure successful go-lives with cross-functional teams.

You will oversee train-the-trainer programs across Flight, Hotel, and Rental Car, assess readiness, certify trainers, and coordinate multi-site readiness efforts to align