Senior Manager, Business Enablement

Expedia Group

. Lead the B2B continuous improvement portfolio and remove root causes of avoidable contacts, repeat contacts, agent effort, compensation leakage, and operational loss .

Posted 10/23/2026full-timeRemote • CanadaSenior💰 $120,500 - $169,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in B2B continuous improvement, process redesign, and operational efficiency, with a strong focus on automation and AI-enabled solutions. Proven ability to lead teams, influence stakeholders, and enhance customer experiences while managing costs and risks.

Highest-signal resume keywords

B2B Continuous ImprovementLean Six Sigma CertificationCrisis ManagementProcess MappingAutomation Solutions

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process RedesignRoot-Cause AnalysisData AnalysisContact Centre EconomicsChange AdoptionCustomer Experience MetricsOperational Disruption ResponseBusiness Case DevelopmentSelf-Service SolutionsAI-Enabled Solutions

Soft Skills

Proficient CommunicationInfluencing Without AuthorityTeam LeadershipProblem-SolvingStakeholder Engagement

Tools & Technologies

Conversations APIProperty Message CentreAutomation ToolsAgent ToolingReal-Time Playbooks

Certifications & Qualifications

Lean Six Sigma Certification

Industry Keywords

B2B OperationsTravel DistributionCompensation ManagementFraud PreventionCustomer Journey Mapping

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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