Senior Manager, Business Enablement

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 .